Service Operations Lead (Full Time)

Marine Federal Credit Union•Jacksonville, NC

About The Position

The Service Operations Lead provides day-to-day people leadership and operational oversight for the Service Operations team, coordinating workflow, priorities, employee development, operational consistency, coverage, and execution. As the first level of formal people leadership within Service Operations, the Lead is responsible for supporting employee development, reinforcing accountability, and ensuring the team has the direction and support needed to effectively own and execute their responsibilities.

Requirements

High School Diploma or equivalent.
Minimum of 1-3 years of experience in service operations or a similar leadership role.
Experience leading teams and improving service delivery processes.
Analytical skills and experience reviewing performance metrics and reporting.
Excellent communication and interpersonal skills.

Nice To Haves

Associate's degree in Business, Finance, Management, or a related field preferred.
Experience coordinating workflow, resolving complex operational issues, and working within established regulatory and internal control requirements.
Demonstrated experience serving as a leader, subject matter expert, trainer, mentor, project lead, or informal leader.

Responsibilities

Provides operational oversight for assigned Service Operations functions, which may include loan and mortgage servicing, deceased accounts, unclaimed property and escheatments, vehicle titles, certificate maintenance, check ordering, brokered deposit processing, corporate mail, debt protection claims, overdraft protection, and investment-related support.
Reviews function-specific exceptions, unusual situations, and higher-risk transactions to determine appropriate handling, documentation, and follow-up.
Maintains working knowledge of assigned programs, systems, vendor requirements, regulations, and controls supporting Service Operations functions.
Ensures required tracking, approvals, balancing, reporting, retention, and follow-up activities are completed in accordance with established requirements.
Coordinates with internal departments, vendors, and other third parties to resolve issues, validate requirements, and support assigned functions.
Performs technical processing or direct service support when needed due to complexity, volume, staffing, training, testing, or business continuity needs.
Provides day-to-day leadership and operational direction for assigned employees and functions.
Assigns, prioritizes, and monitors work to ensure service levels, quality, productivity, risk management, and organizational objectives are achieved.
Provides ongoing coaching, feedback, recognition, and developmental support, including employee check-ins, performance evaluations, and development planning in partnership with management.
Participates in employee selection, onboarding, training, and development activities in partnership with management.
Coordinates cross-training, workload coverage, and knowledge transfer to strengthen operational resiliency.
Serves as an escalation point for complex operational issues and assists employees in developing appropriate solutions.
Reinforces established policies, procedures, controls, service standards, and regulatory requirements.
Identifies process weaknesses, recurring issues, operational risks, capacity concerns, and opportunities for improvement, and recommends enhancements to procedures, workflows, systems, controls, or training.
Coordinates operational testing, procedural updates, implementations, and division initiatives as assigned.
Escalates significant personnel, operational, compliance, service, or risk concerns to management.
Serves as a member of the Business Operations Leadership Team, contributing to department priorities, communication, planning, and continuous improvement.