Branch Operations Quality Controls Manager

KEMBA Financial Credit Union Inc.; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

KEMBA Financial Credit Union Inc. is seeking a Branch Operations Quality Controls Manager to lead operational excellence across branches, overseeing quality control programs, audit readiness, risk mitigation and compliance.

You will partner with branch leadership to strengthen controls and enhance the member experience. The role requires strategic process improvement, coaching of staff, and collaboration with internal audit, risk management, compliance, and legal teams to sustain a strong

Qualifications

• Bachelor's degree in Business Administration, Finance, Management, or related field preferred.
• Minimum five years of progressive experience in financial institution operations, branch management, Quality Control, Auditing, compliance, operational risk, or related field.
• Demonstrated experience in Quality Control/Audit coordination, operational controls, risk mitigation and process improvement.
• Strong knowledge of financial institution operations, internal controls, regulatory requirements and risk management practices.
• Strong leadership, organizational, analytical and problem-solving skills; excellent communication, project management, and relationship-building abilities.
• Ability to manage multiple priorities with high accuracy; reliable transportation and travel between branches.

Responsibilities

• Provide leadership and oversight of branch operational functions to promote consistency, efficiency, compliance and service excellence across all branch locations.
• Direct and supervise the daily activities of assigned associates to ensure operational objectives and service standards are met.
• Provide coaching, guidance and ongoing development to support associate growth and performance.
• Executes onboarding, training and performance management activities for direct reports.
• Conduct regular branch operational visit reviews to evaluate controls, reinforce standards, communicate findings and provide recommendations and support to branch leadership.
• Oversee completion and accuracy of branch quality control reviews and operational assessments.
• Monitor corrective action plans and drive remediation efforts related to audit findings, operational exceptions and control deficiencies.
• Prepare and communicate branch quality control results, trends and remediation activities to leadership.

Job description

Title

Branch Operations Quality Controls Manager

Reports to

Director of Operations

Supervises

Operations Quality Controls Specialist

Status

Exempt

Objective

The Branch Operations Quality Controls Manager leads branch operational excellence by overseeing quality control programs audit readiness risk mitigation cash management and operational compliance across the organization This role drives consistent execution of internal controls supports audit and regulatory activities manages remediation efforts and serves as a strategic partner to branch leadership Through process improvement training and cross functional collaboration the position enhances operational efficiency strengthens compliance and elevates the member experience

Duties and Responsibilities

Operational Leadership & Branch Oversight

• Provide leadership and oversight of branch operational functions to promote consistency efficiency compliance and service excellence across all branch locations
• Direct and supervise the daily activities of assigned associates to ensure operational objectives and service standards are met
• Provide coaching guidance and ongoing development to support associate growth and performance
• Executes onboarding training and performance management activities for direct reports
• Conduct regular branch operational visit reviews to evaluate controls reinforce standards communicate findings and provide recommendations and support to branch leadership
• Oversee completion and accuracy of branch quality control reviews and operational assessments
• Monitor corrective action plans and drive remediation efforts related to audit findings operational exceptions and control deficiencies
• Prepare and communicate branch quality control results trends and remediation activities to leadership

Cash Management & Operational Administration

• Direct branch cash management activities including cash ordering inventory optimizations and cash limit management
• Analyzes branch cash usage trends and conducts periodic cash evaluations to recommend adjustments to cash limits and inventory levels
• Oversee cash recycler administration maintenance coordination and vendor service management
• Administer operational systems and platforms including user access security controls and enrollment management
• Manage Remote Deposit Item reporting and related operational administration
• Support operational resource management including supplies equipment vendors and branch support functions

Quality Control Compliance & Controls Management

• Lead the coordination and execution of operational Quality Controls risk assessments and examinations
• Partner with Internal Audit Risk Management Compliance Legal and external Auditors to maintain a strong control environment
• Coordinate Audit responses monitors remediation efforts and provides status reporting to leadership
• Oversee recurring operational quality control reviews across branch systems technologies tools and processes
• Supports internal audits external audits regulatory examinations and risk assessments
• Identifies trends control gaps and process improvement opportunities that enhance compliance strengthen controls and mitigate operational risk

Training Process Improvement & Operational Excellence

• Coordinate and deliver quarterly Concierge training and other operational training programs
• Ensure branch operational procedures remain current efficient and aligned with organizational expectations
• Serve as a subject matter expert for branch operations internal controls fraud prevention check hold regulations and government related item processing
• Drive operational process improvement that strengthen risk controls increase efficiency and enhance the member experience
• Support operational readiness related to new products services technologies and regulatory requirements

Project Leadership & Strategic Initiatives

• Participate in cross functional projects leads operational initiatives and is active in organizational committees
• Collaborate across departments to optimize operational processes improve compliance and support strategic initiatives
• Analyze operational performance metrics and trends to identify opportunities for continuous improvement and operational excellence
• Support change management initiatives and implementation of operational enhancementsCore

Core Expectations

Maintain compliance with applicable laws regulations and KEMBA policies procedures and standardsDemonstrate a comprehensive understanding of KEMBAs mission values organizational structure products services policies and operational proceduresPursue continuous professional development through ongoing training education certification programs and industry learning opportunitiesFoster professional and collaborative working relationships with members associates leaders and business partnersExhibit professionalism accountability adaptability and a commitment to excellence in all responsibilities and interactionsSupport KEMBAs commitment to service excellence collaboration continuous improvement and operational effectivenessContribute to organizational initiatives and successfully execute special projects and additional responsibilities as assigned

Required Qualifications

Bachelors degree in Business Administration Finance Management or a related field preferred; equivalent education and experience considered

• Minimum five years of progressive experience in financial institution operations branch management Quality ControlAuditing compliance operational risk or a related field
• Demonstrated experience in Quality ControlAudit coordination operational controls risk mitigation and process improvement
• Strong knowledge of financial institution operations internal controls regulatory requirements and risk management practices
• Strong leadership organizational analytical and problem solving skillsExcellent communication project management and relationship building abilitiesAbility to manage multiple priorities while maintaining a high degree of accuracy and attention to detailMust have reliable transportation and the ability to travel between branch locations

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions The employee is regularly required to sit use their hands reach with arms and communicate verbally and orally Occasional standing walking and lifting of objects up to 25 pounds are required Vision requirements include close distance vision and focus adjustment

Eligibility

Laptop Yes RemoteHybrid Work Yes Cell Phone Reimbursement No Vehicle Reimbursement Yes Incentive No Equal Opportunity EmployerVetDisabled CRPKMB