The position of Vice President, Operations is established to coordinate and manage the functions and duties within the department while maintaining the quality service standards set by the organization. These functions include developing and implementing credit union policies and procedures as they relate to operations; providing support to frontline staff through education and interpretation of operational policies and procedures; ensuring operating systems are developed and monitored to maintain compliance, support efficient operations and provide a positive member experience; and performing centralized administrative and quality assurance functions in support of operations.
Essential Duties and Responsibilities
- Provide managerial oversight of operations, including staff and functional deliverables of the team.
- Recommend and implement changes to operational policy and procedures.
- Ensure the organization maintains compliance within its operational functions including, but not limited to, new accounts, member privacy, fees, overdrafts, adverse action notices, tax reporting, certificates and IRAs.
- Troubleshoot issues as they arise and partner with appropriate departments to resolve problems quickly; Lead ongoing operational system improvements and testing.
- Regularly seek out innovative solutions and refine operational processes to enhance the member experience, manage operational risk and ensure compliance.
- Partner with Regional Operations Managers, branch management and call center management to maintain awareness of frontline challenges and to ensure exceptional internal service is consistently provided.
- Manage the centralized functions related to member statements, certificates, IRAs, levies and tax reporting.
- Manage vendor relationships that are in place to support operations. Ensure the efficiency, effectiveness and control of assigned responsibilities and functions consisted with credit union service expectations.
- Administer SDCCU's current insurance policies for various functions and entities of the credit union. Serve as the liaison between internal staff and the insurance companies for bond claims.
- Assist members with problems/complaints, in writing, or over the telephone, when employees are unable to resolve.
- Demonstrate leadership in words and actions on a daily basis; act as role model for success and engagement. Create a positive work environment conducive to trust and transparency; foster a culture of a high performing team that is engaged and committed to performing SDCCU’s mission.
- Responsible for the performance management of staff, to include daily feedback, coaching and mentoring; administration of appraisals that are timely and meaningful. Identify and address deficiencies constructively. Continually support, encourage and motivate team members toward ongoing growth and development.
- Consult with Human Resources (HR) on issues outside of the normal scope of performance or behavior. Report all issues of safety or legal consequence immediately and surface undesirable patterns as they are discovered. Partner with HR on all employment decisions, and refer requests for changes in terms or scheduling to the HR department.
- Monitor approved schedules, review and approve timesheets of staff, and ensure all expenses are reported as per company policy. Schedule and provide staff the opportunity for meal and rest breaks, while ensuring operational coverage is maintained.
- Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.
Other Duties and Responsibilities
- Perform other duties and projects as assigned.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee is frequently required to stand and reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
The noise level in the work environment is usually moderate.
Minimum Qualifications (Education, Experience, Skills)
- Bachelor’s degree in Business Management or equivalent work experience.
- Minimum two years increasing levels of responsibility in the financial services industry to include Branch Operations.
- Five years management experience.
- Demonstrated success in planning, organizing, leading and oversight of people and activities. Ability to motivate, direct and coach staff.
- Professional and effective interaction, verbal and written communication skills.
- Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines.
- Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.