OverviewPenFed is hiring a (Hybrid) Manager, Servicing & Support Operations at our Omaha, Nebraska or Papillion, Nebraska Service Center. This role leads the day-to-day operations of the Servicing and Support Operations department and its associated service support channels, ensuring efficient execution, high-quality service delivery, and operational effectiveness. The position is responsible for advancing departmental strategy, leading key initiatives, and partnering across business units to support operational priorities and project execution.
ResponsibilitiesReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
- Manages responsibilities for the Servicing and Support Operations functional business lines, which includes: Servicing and Support, Account Servicing, Live Chat and Email Response, Individual Retirement Accounts (IRA), Estate Processing, Specialized Ownership and Bill Pay. Ensures their efficient and cost-effective operations by optimizing, analyzing, developing, revising and implementing related policies and procedures.
- Establish and manage performance objectives, goals, and service standards for the assigned function, ensuring results consistently meet or exceed expectations.
- Lead process improvement and process management efforts across Servicing and Support Operations by evaluating workflows, identifying inefficiencies, implementing sustainable enhancements, and monitoring results to improve service, quality, compliance, and operational effectiveness.
- Partner with the Manager, Servicing and Support Team, and service center leadership to advance departmental success, support team development, and drive corporate and business unit initiatives.
- Oversee Service Support team operations, including recruitment, scheduling, workload management, support line optimization, performance evaluations, and guidance on complex issues. Ensure team performance meets internal standards and regulatory requirements while maintaining established service levels.
- Serve as a subject matter expert across the processes, systems, and functions of Servicing and Support Operations.
- Support team members and frontline staff by providing guidance, assisting with support queues and shared inboxes, managing call escalations, and helping maintain or exceed current service standards.
- Lead performance management activities for assigned team members, including regular coaching, counseling, corrective action, communication of performance expectations, and participation in training and professional development.
- Monitor, troubleshoot, and escalate technology and process issues affecting Servicing and Support Operations and Service Center Operations to minimize disruption and maintain continuity of member service.
- Lead or contribute to cross-functional project teams that support the Servicing and Support business plan and broader Operations initiatives, representing the department in project planning, execution, and implementation.
- Serve as a liaison between Servicing and Support Operations and other PenFed departments to exchange information, strengthen collaboration, and resolve operational issues.
QualificationsEquivalent combination of education and experience is considered.
- Bachelor's Degree in a related field or a combination of education and experiences that provides the necessary skills and knowledge to satisfactorily perform the essential job functions, advanced degree preferred.
- Minimum of six (6) to seven (7) years of progressively responsible work experience within Operations in a financial institution;
- Two (2) to Three (3) years of work experience in a management or supervisory role required; three (3) to five (5) years of management or supervisory experience preferred.
- Two (2) years of PenFed work experience in an Operations role preferred.
- Excellent verbal and written communication skills, with an ability to review complex issues and make sound decisions, is required.
- Experience in a Salesforce environment preferred.
- Experience using additional technology platforms and applications, including Microsoft Office, Tableau, DOS-based systems, etc.
- Experience with automation or A.I. tools preferred.
Supervisory ResponsibilityThis position will supervise employees.
Licenses and CertificationsThere are no additional licenses and/or certifications required.
Work EnvironmentWhile performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
TravelAbility to travel to various worksites may be required.
#LI-Hybrid
