Operations Leader — Hybrid Banking & Member Services

TEKsystems; Concord (CA); Hybrid; USD 68,000 - 92,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Time Off/PTO

Job summary

TEKsystems seeks an experienced Customer Operations Manager in Concord, CA to guide critical retail banking and member service operations, ensuring exceptional service delivery. You will lead day-to-day operations, oversee specialized services, and drive compliance with regulatory requirements while coaching teams for continuous improvement.

Ideal candidates bring 5+ years in banking/credit union operations, 3+ years of leadership, and strong communication skills to influence across branches,

Qualifications

• Bachelor's degree required; advanced degree or leadership certifications preferred.
• Minimum of 5 years of progressive banking or credit union experience.
• Minimum of 3 years of leadership or management experience within financial services operations.
• Experience managing regulatory, risk, and compliance functions in a financial institution.
• Proven success leading operational teams and driving measurable business results.
• Strong communication, presentation, and interpersonal skills.
• Ability to prioritize effectively and make sound decisions in a fast-paced environment.

Responsibilities

• Lead the day-to-day operations of Retail Delivery production and specialized services teams.
• Oversee operational activities including wire processing, levies, mailroom operations, account maintenance, research and exception processing.
• Manage specialized services involving IRA, HSA, deceased accounts, subpoenas, online membership onboarding, account amendments, escheatment, privacy requests, and annual tax-related initiatives.
• Ensure service level agreements (SLAs), productivity metrics, and quality standards are consistently achieved or exceeded.
• Provide guidance and support on complex member situations and legal inquiries.
• Ensure compliance with all regulatory requirements, internal controls, policies, and procedures.
• Support branch operations, contact center teams, and other internal business units.
• Lead, coach, and develop operational staff while fostering a culture of accountability and continuous improvement.
• Oversee recruitment, onboarding, and employee development initiatives.
• Manage staffing, scheduling, and resource planning to maintain operational efficiency and service excellence.
• Address employee relations matters professionally and effectively.
• Promote team engagement through coaching, clear communication, and productive team meetings.
• Champion organizational values centered around alignment, assurance, and accountability.
• Drive continuous improvement initiatives and root-cause analysis efforts.
• Partner with technology teams to enhance systems, workflows, and operational processes.
• Analyze trends and identify opportunities to improve efficiency and service delivery.
• Collaborate with compliance, fraud, and operational teams to resolve issues and strengthen processes.
• Serve as a subject matter expert for operational best practices and process improvements.

Skills

Leadership

Banking/credit union operations

Regulatory compliance

Team management

Communication

Education

Bachelor's degree

Tools

Symitar

Salesforce

DocuSign

Job description

TEKsystems seeks an experienced Customer Operations Manager in Concord, CA to guide critical retail banking and member service operations, ensuring exceptional service delivery. You will lead day-to-day operations, oversee specialized services, and drive compliance with regulatory requirements while coaching teams for continuous improvement.

Ideal candidates bring 5+ years in banking/credit union operations, 3+ years of leadership, and strong communication skills to influence across branches,