Operations Manager

Intrepid Credit Union is an Equal Opportunity Employer. Intrepid Credit Union will not refuse employment to a person or bar a person from employment or discriminate against a person in a term, condition, or privilege of employment because of race, creed, religion, color, national origin, sexual orientation, or gender identity or because of age, physical or mental disability, marital status, or sex except when the reasonable demands of the position require an age, physical or mental disability, marital status or sex distinction.

RETAIL OPERATIONS MANAGER

REPORTS TO: Assistant Vice President, Operations

SUPERVISES: Teller Supervisor, Call Center/PTM Supervisor, Financial Operations Staff

FLSA CLASS: Exempt

POSITION SUMMARY:

One who is responsible for a variety of management level activities, overseeing the daily functions of transaction services, call center support, and payments functions, coordinating efforts of staff to ensure efficient, effective and accurate performance and provision of services. Assures adequate staff are available during hours to process all necessary functions. Supervises, coaches, trains and orients staff to the end that staff are well versed in coaching members toward appropriate products and services designed to make their financial lives easier and less costly. Establishes and maintains professional standards, policies and procedures for the teller, call center and payments area consistent with overall operations and philosophy of Intrepid Credit Union. Provides back up to Operations leadership as necessary. Serves as back up support for ACH Chargebacks, Wire processing NSF processes and IRA maintenance as needed to the Financial Operations Specialist.

KNOWLEDGE, SKILLS AND ABILITIES:

• Education:A two-year college degree, or completion of a specialized certification or licensing, or job-specific skillsacquiredthrough an apprenticeship programor combination of education and experience.
• Experience:Three (3) to five (5) yearsofbranch leadershipin a credit union/bank, or relatedleadershipexperience.
• Experience:Three (3) to five (5)yearssupervisory/management experiencerequired, preferably in a financial institution.
• Knowledge:Thorough understanding of Member Service,CallCenterandFinancial Operationsfunctions.
• Knowledge: Expert understanding of products offered by the credit union
• Knowledge: Advanced knowledge of and the ability tocomply withall laws, rules and regulations which apply to financial institutions, particularly creditunion, including the BSA and anti-terrorism laws.
• Knowledge:Windows-based systems, Word, Excel, Outlook, and the Credit Union’s internal operating system.
• Skills:Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, andsolicitingcooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Skills: Oral and written communication; excellent organizational and analytical skills required to effectively plan, implement, evaluate, problem solve, and revise processes; organizational and analytical skills required for continuous, consistent implementation, design and development of policies, procedures, risk recognition, management, report generation, report interpretation, etc.; attention to detail.
• Abilities:De-escalate contentious situations; analyze a situation, problem solve and respond accordingly; perform work in a consistently accurate manner; utilize, evaluate and implement budgets, and sound financial management practices: utilize general office equipment such as copier, computer, and printers, etc.; coordinate a variety of processes on a daily basis with frequent interruptions; analyze and facilitate the implementation of new and improved technology services that support the Credit Union’s daily functioning; analysis of and coordinating changes in controls for such programs as products and Credit Union needs change.
• Abilities: Apply sound judgement toassessand appropriately evaluate risk in everyday member service interactions.

PHYSICAL REQUIREMENTS:

Sedentary work. Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Physical Activity:

• Kneeling. Bending the body downward and forward by bending the leg and spine;
• Reaching. Extending hand(s) and arm(s) in any direction;
• Fingering. Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling;
• Grasping. Applying pressure to an object with the fingers and palm;
• Talking. Expressing or exchanging ideasby means ofthe spoken word;
• Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound;
• Repetitive Motion. Substantial movements (motions) of the wrists, hands, and/or fingers.

POSITION RESPONSIBILITIES:

Essential Functions

Daily Operations: 30%

• Establishing,maintainandfollowprofessional standards,policiesand procedures for the area consistent with overall operations of the credit union.
• Providing leadership toall operationsstaff members of the credit union.
• Maintaining adequate staffing levels at all times.
• Communicateregularly and as needed withOperations leadershipregardingactivities and needs, ensuring staffand credit unionneedsare met.
• Training and coachingfor product awarenessresolvescomplex transaction and member issues.
• Promote a service culture amongassignedstaff; coach and develop employees toaddress service-level opportunities.
• Performs all tasks while striving tomaintainthe highest ethical standards and in support of Credit Union Values.
• Ensuresthat assigned Operations staff are trained and adheres to fraud prevention policy and procedure(s).

Compliance/Audit: 25%

• EnsureOperations team isknowledgeableof andcomplywithcompany policies and procedures; laws and regulations, including full compliance with the BSA and anti-terrorism laws and regulations;
• Ensureandmonitorregular audits ofteller draws, cash machines,vaultsand Personal Teller Machines(PTM).
• Demonstration and modeling ofappropriate,accurateand consistent documentation.
• Resolvesaudit and exam findings within the area of responsibility.

Leadership: 30%

• Performs all supervisory functions for staff directly supervised, including hiring, coaching, mentoring, scheduling, evaluating, educating, goal setting, career-pathing, disciplinary or reward processes, etc. Develops and/or arranges forappropriate in-serviceand orientation training for allassignedstaff.
• Coaches staff toward development and accomplishment of goals which reflect Credit Union philosophy and supportobjectives.
• Conduct departmental meetings as often as necessary toassureappropriate education, communication and trainingoccur.
• Responsiblefor efficient,effectiveandaccurateperformanceof assigned departments,working with other management staff toassuresmooth coordination, qualitycontroland flow of activities at each Branch.

Administrative: 10%

• Provides effective reports to management as needed and as required byregulation.
• In conjunction withOperations Leadership,participatesin the development and maintenance ofan appropriate budgetthat includes adequate funds for equipment, programming and staffing necessary to deliver effective member services and support the staff.
• Provides input for strategic planning and deposit product/service/technology idea development, research,review, and implementation.
• Performall functions in the safest manner possible and according to company procedure, assuring the safety of other employees and members.

Other Duties: 5%

• Other duties as assigned.

Secondary Functions

• Assures good interdepartmental relations.
• Work on special projects, feasibility studies, etc. as assigned.
• MayassistinMember Service functions.
• Serves as company advocate,appropriatelyrepresentingthe credit unionin internal and public forums.
• Establishes andmaintainseffective and professional relationships with members and business associates, ensuring thatmembersneeds are met and promptly taken care of.

Essential Functions Footnotes:

1. Failure to perform this function may haveserious consequences.

1. The performance of this function is the reason the position exists.

1. There are a limited number ofemployeeswhom the performance of this function can be distributed to.

1. This function is highly specialized. Employees are paid for their skill/ability to perform this function.

Equal employment opportunity, including veterans and individuals with disabilities.

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