SUPPORT OPERATIONS SUPERVISOR

SANDIA AREA FEDERAL CREDIT UNION•Albuquerque, NM

8h•Onsite

About The Position

At Sandia Area, every position plays a vital role in fulfilling our mission to deliver high-value banking and lending services that strengthen the financial well-being of our members and community. Each team member is expected to embody our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth, contributing to our vision of empowering lifelong achievement through better banking. While specific responsibilities vary by role, every position carries universal expectations aligned with its level of responsibility and authority across the organization. As a Supervisor at Sandia Area, you play a key role in guiding and supporting your team to achieve operational goals and deliver exceptional member experiences. You are responsible for fostering a culture of trust and accountability while ensuring team alignment with the organization’s mission, vision, and values. By mentoring staff and addressing day-to-day challenges, you contribute to a workplace environment that promotes collaboration, service excellence, and long-term success. Reporting directly to the Director of Support Operations, the Support Operations Supervisor is responsible for overseeing the daily operational performance of Digital Services and Deposit Services functions, including online/mobile banking, bill pay, P2P, mobile deposit, ACH processing, share draft processing, wires, and digital-related dispute/fraud workflows. This role provides hands-on leadership, staff development, quality control, and operational oversight to ensure accuracy, efficiency, compliance, and an exceptional member experience. The Supervisor serves as a subject matter expert, escalates process gaps, and supports the Director in project execution, operational improvements, and cross-departmental collaboration.

Requirements

Expertise in digital banking platforms, ACH processing, wire operations, share draft processing, and payment ecosystems. with a requisite understanding of financial institution operations.
Strong understanding of credit union policies, operating procedures, and regulatory requirements applicable to digital services and deposit operations.
Ability to troubleshoot digital and operational issues and coordinate solutions across multiple vendors and internal teams.
Demonstrated proficiency in executing support operations-related transactions and system maintenance with a high degree of accuracy, integrity, and attention to detail.
Ability to explain deposit operations and digital tools clearly while maintaining a member-first, service-oriented approach.
Adept at learning and utilizing new banking technologies, systems, and processes to enhance service delivery and operational efficiency.
Demonstrated ability to support daily settlement processes for support operations-related activities by ensuring data accuracy, identifying and resolving settlement discrepancies, and adhering to established operational procedures.
Excellent interpersonal, communication, and leadership skills to convey goals, set expectations, provide feedback, and inspire and develop teams.
Strong leadership, time management and organizational skills, with the ability to prioritize tasks, manage multiple responsibilities, and adapt to a fast-paced environment.
Ability to analyze data and metrics to drive team performance and efficiency.
Willingness to engage in difficult situations using outstanding interpersonal skills and emotional intelligence.
Passionate about teamwork and having a positive influence on others; ability to work independently and demonstrate attention to detail.
Proactive in seeking professional growth, embracing both formal and informal development opportunities, and demonstrating adaptability to new responsibilities.
Team-oriented with a strong collaborative mindset, actively supporting team members and contributing to a positive and high-performing environment.
Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
Ability to perform essential functions, including the ability to lift up to 10 lbs. as needed.
Bachelor's degree in related field.
Directly related experience, in addition to minimum years required, may be considered as a substitution.
Four (4) years of applicable experience required with progressive responsibilities in a leadership capacity.
Prior financial institution experience required.

Nice To Haves

Four (4) or more years of progressive experience and responsibility in deposit operations, payment operations, electronic services, or related operational roles; senior-level experience preferred.

Responsibilities

Lead by example, reinforce, and consistently uphold Sandia Area’s Values: Service, Sustainability, Efficiency, Trust, Stewardship, and Growth.
Contribute to leading a high-performing team; monitor performance targets, foster a culture of continuous improvement, encourage innovation, learning, and adapting best practices to optimize performance.
Provide leadership, coaching, and mentorship to employees, fostering a positive and high-performing team environment.
Oversee day-to-day operations and ensure alignment with departmental and organizational objectives.
Assist in the recruitment, interviewing, and hiring process, ensuring candidates align with the credit union’s mission, values, and service culture.
Support the onboarding, training, and development of new hires, fostering a positive and growth-oriented work environment.
Directly supervise staff with the goal of enhancing professional development and personal growth.
Develop staffing plans and schedules to ensure effective coverage and team balance.
Monitor workload distribution, project assignments, and staffing needs to optimize departmental performance.
Partner with the Director to implement new processes, system enhancements, and operational improvements.
Oversee processing and support for online/mobile banking, bill pay, mobile deposit, P2P payments, account-to-account transfers, loan payment systems, ACH, Wires, and share draft operations.
Ensure timely and accurate wire processing and adherence to internal controls and regulatory requirements.
Support digital-related fraud and dispute intake, ensuring accurate documentation and escalation.
Provide subject matter expertise to staff in Branches, Contact Center, and other internal departments.
Monitor digital and deposit operations dashboards, key metrics, daily exception reports, and GL reconciliation tasks, escalating abnormalities promptly.
Troubleshoot and resolve digital banking and deposit operations, authentication, mobile app, and transaction processing issues with urgency and professionalism.
Draft and propose updates to procedural documentation related to support operations processing tasks.
Contribute to testing or validating system enhancements, promotions and support operations program changes prior to rollout.
Monitor assigned queues and workflows against established service-level metrics (timeliness, accuracy, rework), escalating risks or backlogs to leadership as needed.
Assist the Director with project coordination, vendor updates, testing, and enhancements related to digital channels, processing systems, or payment services.
Ensure compliance with all applicable regulations, including NACHA, Reg E, Reg CC, Reg D, UCC, OFAC, BSA, and internal policies.
Maintain secure handling of sensitive information in accordance with regulatory and internal standards.
Support fraud monitoring, risk mitigation, and corrective action procedures to reduce operational exposure.
Conduct and oversee complex research and root-cause analysis related to transaction posting, settlement timing, reversals, and exceptions impacting Accounting and financial reporting.
Demonstrate a strong commitment to upholding the organization’s mission, vision, and values in all interactions and responsibilities.
Represent the credit union with professionalism, integrity, and ethical conduct at all times.
Maintain a thorough understanding and strict adherence to credit union regulations, compliance requirements, policies, procedures, and operational guidelines.
Consistently meet deadlines as assigned while ensuring accuracy, efficiency, and adherence to quality standards.
Foster a positive and supportive environment for both members and employees, ensuring interactions align with the credit union’s mission and service philosophy.
Adhere to all regulatory and compliance policies, upholding the highest standards of security, confidentiality, and ethical financial practices in all interactions.
Maintain the confidentiality and security of information, records, and sensitive data, in compliance with credit union policies and regulatory requirements.
Adapt to evolving responsibilities, taking on additional duties as assigned to support the success of the organization.
Demonstrate a commitment to continuous learning, professional development, and staying informed on industry trends and best practices.
Willing to undergo background and credit checks as required by federal and state regulations.
Understand and comply with all policies, procedures, and legal guidelines, including adherence to the Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and other applicable financial regulations.