Assistant Manager, Service Delivery Support

SchoolsFirst Federal Credit Union; Santa Ana (CA); On-site; USD 98,000 - 156,000; Full time

Job summary

SchoolsFirst FCU is seeking an Assistant Manager, Service Delivery Support in Santa Ana, CA. The role supports department operations, delivers reporting/analytics, and drives project management across core systems and vendor relations.

The position emphasizes process improvement, automation, and collaboration across IT, business units, and branches to enhance member-facing services and internal controls.

Qualifications

• High School Diploma or GED required.
• Bachelor's Degree in a related field or equivalent experience.
• 3-5 years of functional experience required.
• 1-3 years of management experience (lead role) required.

Responsibilities

• Assists the department manager with the operations of the Service Delivery Support team.
• Provides division reporting and analytics, project management, and manages key business systems and vendor relationships.
• Coordinates with internal and external resources to resolve issues and upgrade systems as appropriate.
• Maintains knowledge of credit union software and branch hardware to understand current functionalities and impacts of changes.
• Oversees analysis of current business systems to propose automation and process improvements.

Skills

Vendor management

RFP process

KPI analysis

Excel dashboards

Education

High School Diploma or GED

Bachelor's degree in related field

Tools

Excel

Job description

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.Assistant Manager, Service Delivery SupportThe pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.Pay Range:$97,552.00 - $156,083.00Scheduled Weekly Hours:40What You’ll Be DoingAssists the department manager with the operations of the Service Delivery Support team. Provides division support through reporting and analytics, project management, managing key business systems and hardware, vendor relationships, and process improvement and automation.Provides day to day support for team responsible for identifying and implementing business process improvement and efficiencies that support the branch division business performance and help drive innovation throughout all Member facing channels.Ensures proper maintenance and operation of key business support and decision systems. Coordinates with internal and external resources to resolve any issues and to upgrade systems as appropriate. Maintains in-depth knowledge of credit union software and branch hardware in order to understand existing functionalities and impact of potential changes.Provides division support through reporting and analytics. Ensures that standard reports are created and distributed according to predetermined schedule.Maintains strong relationships with systems/process vendors; negotiates contracts and oversees compliance to contract requirements.Oversees the analysis of current business systems and processes in order to provide automation and process improvement recommendations. Assists in implementing approved actions.Assists with division initiatives and projects. Conducts preliminary research for project requests. Defines project scope and objectives, identifies stakeholders, coordinates resource allocations, conducts testing and documents progress in accordance with organizational project management requirements.Acts as a liaison for business unit projects as it relates to testing. Works directly with appropriate business units to understand project concepts, objectives and score. Coordinates resource allocation, provides project support and documentationProvides divisional support for the opening, closing, relocation, and remodeling of credit union branch locations. Work with project management, Facilities and vendors to ensure project completion and follow up.Builds consistency and operational excellence across division business units. Critically evaluates information gathered from multiple sources and reconciles conflicts to ensure accuracy of information.Evaluates operating procedures and policies and makes recommendations ensuring the highest levels of Member service, productivity and internal control.Facilitates communication between IT, business units, and the branch division by ensuring the timely delivery of relevant updates, information, and action items, ensuring alignment and prompt follow-up as needed.Provides change management support to ensure that projects and processes affecting the branch team are implemented with a positive impact on team performanceReviews and evaluates divisional projects to assess alignment with organizational goals, prioritizes based on impact and resource availability, and oversees implementation to ensure successful execution and timely completion.Assists the department manager in developing and promoting team growth by fostering a collaborative environment, providing guidance, and identifying training opportunities. Contributes to the creation and oversight of the department’s business plan, ensuring alignment with the Credit Union’s strategic goals and objectives for continued growth and success.Additional Job FunctionsSupervises teammembers directly, including selection, training, performance appraisal and work allocation. Responsible for scheduling teammembers.Helps establish, communicate and achieve the Credit Union’s goals and standards, ensuring these are fully communicated to and understood by all department teammembers.Identifies areas to streamline department and Credit Union operations.Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises teammembers.May act in the capacity of the Manager in their absence.Performs other duties as assignedComplies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.QualificationsHigh School Diploma or GED requiredBachelor's Degree in a related field or equivalent years of experience required3-5 years of prior functional experience required1-3 years of prior management experience (i.e. management or lead role) requiredKnowledge, Skills, and AbilitiesLead the evaluation and coordination of new vendors or solutions by conducting thorough assessments, gathering requirements, and managing the RFP (Request for Proposal) process to identify the most suitable options. Provide recommendations based on cost, functionality, scalability, and alignment with organizational needs and goals PreferredProficient in analyzing and interpreting various reports across multiple platforms (e.g., dashboards, paginated reports, Excel) to evaluate key performance indicators (KPIs) and other critical metrics, with the ability to clearly present findings and recommendations to decision-makers and leadership RequiredSchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive HiringAt SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you’re excited about a position or wanting to make a career change but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.SchoolsFirst Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.This organization participates in E-Verify.