Operations Service Manager

Honda Federal Credit Union•Marysville, OH

About The Position

The Operations Support Manager (OSM) supports the operations strategy for Honda Federal Credit Union (HFCU), which encompasses physical branch office strategies, ITMs, operations support group, facilities management and Honda companies support services. This leadership role works with credit union stakeholders and vendors to maintain the physical office environment and is a subject matter expert on facilities functions, systems, procedures and processes. Reporting to the Operating Manager, the OSM plays a critical role in maintaining operational standards, ensuring all daily job duties are completed, and maintaining the credit union’s quality control standards. The OSM is responsible for ensuring that Credit Union staff are supported with satisfaction when engaging Operations for assistance with resolving facility, ITM, and quality control issues while striving toward the credit union's Mission, Core Values, and the Strategic Plan as adopted by the credit union's Board of Directors.

Requirements

Bachelor's or Associate degree in Business, Finance, Operations or a related field preferred
Credit union designation preferred
5+ years experience in a financial institution in a retail branch, member service, operations, or contact center environment.
2+ years of leadership experience in a financial institution.
2+ years of project experience in any capacity
Ability to organize and effectively direct subordinates.
Ability to respond to common inquiries or complaints from credit union stakeholders.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Familiarity with all aspects of operations systems
Good oral and written communication, interpersonal and organizational skills.
Proficiency in MS Office applications required.
Knowledge of financial institution products, services, and policies.
Knowledge of financial data processing, loan origination and customer management systems.

Responsibilities

Ensure Operations Department meets goals, budget and objectives as outlined in HFCU's annual strategic plan.
Manage operations support channels to ensure requests are handled on time, appropriately and with excellent service.
Budget development and achievement requires an understanding of financial trends and technology which impact operational strategies, performance metrics, and production objectives.
Regularly reports performance metrics, provides explanations and mitigation recommendations for performance or budget variances to the Chief Operating Officer.
Manages, maintains, and owns the following operational components: 1) ITM vendor relationship, servicing, regulatory/compliance 2) Facilities strategic planning and prioritization 3) Honda company responsibilities including business visa card management
Manages operations support functions which includes quality control review functions of loans, memberships, and operations reports to ensure compliance and processes meet regulatory and procedural guidelines.
Manages loan title perfections and develops processes to improve efficiencies.
Actively participates in project implementation, including attending project team meetings, managing assigned projects and completing project deliverables.
Identifies and creates strategic project initiatives to meet the changing technological landscape related to core systems.
Creates new member-facing products, or modifies current products, to enhance HFCU value-added offerings.
Provides coaching and counselling to Operations staff to maximize efficiency and effectiveness.
Talks with and listens to Associates and members, answers questions, addresses complaints, and resolves situations while using good judgment and instilling goodwill.