Operations Manager

Emerald Credit Union; Ohio; On-site; USD 70,000 - 100,000; Full time

Job summary

Emerald Credit Union in Ohio is seeking an Operations Manager to lead branch operations, member service, compliance, and audit readiness, driving exceptional member experiences and financial performance.

You will work hands-on with staff, open new accounts, process loan applications, coach employees, enforce policies, coordinate vendor relationships, and implement strategic initiatives alongside executive leadership.

Qualifications

• Experience leading branch operations and staff in a financial institution.
• Strong knowledge of regulatory requirements (BSA, AML, OFAC, NCUA Rules).
• Excellent communication, coaching, and customer service skills.

Responsibilities

• Oversee daily branch operations to ensure efficient workflows and service goals.
• Lead staff, coach, schedule, and develop a positive team culture.
• Coordinate recruiting, onboarding, training, and performance reviews.
• Provide member service by opening accounts, processing loans, and handling transactions.
• Partner with leadership to implement strategic initiatives and improve processes.
• Ensure compliance with regulations and maintain audit readiness.
• Manage branch facilities, vendor relationships, and cash controls.
• Monitor cash operations and conduct monthly audits.

Skills

Staff leadership

Coaching

Customer service

Regulatory knowledge

Education

Experience in banking/credit union operations

Tools

Vendor management

Job description

Job Description

Job Description

Job Description Summary:

The Operations Manager is responsible for providing leadership and oversight of all branch operations, member service, operational compliance, audit readiness, and branch financial performance. This position collaborates closely with executive leadership by providing operational feedback supporting credit union initiatives, and helping implement strategies that enhance branch performance, and the consistent delivery of exceptional member experience.

As a working manager, the Operations Manager actively serves members by opening new accounts, processing loan applications, and performing member transactions. This position leads by example, working alongside staff while coaching, developing, and motivating employees to achieve individual and credit union goals. The Operations Manager oversees day-to-day branch leadership, employee development, performance management, and the implementation of credit union policies, procedures, and regulatory requirements. Through a collaborative, service-focused approach, this position drives operational excellence, enhances member satisfaction and loyalty, and supports the credit union’s strategic objectives for growth and long-term success.

Major Duties and Responsibilities:

• Branch Operations & Member Service: Responsible for the overall management of daily branch operations to ensure efficient workflows, exceptional members service, and achievement of operational goals.
• Staff Leadership, coaching and performance management: Supervise branch employees, manage scheduling, provide coaching and ongoing training including robbery and security training, monitor performance, foster employee engagement, and build a positive team culture.
• Employee Support: Coordinate recruiting and onboarding, coordinate training, branch performance reviews and support employee relations in partnership with CEO.
• Member Service & Relationship Management: Actively serve members by providing solutions that meet their needs while ensuring exceptional service and supporting frontline operations.
• Strategic Leadership & Organizational Support: Partner with executive leadership to implement strategic initiatives, improve processes, and support organizational goals.
• Compliance & Risk Management: Ensure the branch operates in accordance with all regulatory requirements, internal controls, and credit union policies while maintaining audit readiness.
• Operations Administration & Vendor Coordination: Coordinate operational processes, maintain procedures, oversee operational vendor relationships, manage branch facilities and equipment, support technology implementation and assist with operational projects.
• Monitor branch cash operations to ensure compliance with cash handling procedures, cash limits, and internal controls. Conduct monthly random monthly cash audits in accordance with ethe branch audit checklist.

Expectations:

• Maintain a thorough understanding of all credit union policies and procedures, state and federal laws related to the Credit Union compliance program including but not limited to, Bank Secrecy Act (BSA) and the Anti-Money Laundering Act (AML), US Patriot Act and OFAC laws.
• Oversee daily branch operations while leading, coaching, and developing staff to ensure operational excellence, exceptional member service, effective team performance, and a positive, professional branch culture.
• Represent the credit union in a professional manner and promote its mission, vision, values, and commitment to member financial well-being
• Maintain a thorough understanding of credit union products, services, policies
• Maintain knowledge of all applicable laws that affect the day-to-day operation of the branch including but not limited to NCUA Rules and Regulations, Ohio Code of Regulations, Truth in Lending- Regulation Z, Truth in Savings -Regulation DD, NACHA Rules and Regulation, Regulations CC.
• Coordinate and manage branch maintenance and branch vendor relationships.
• Maintain confidentiality of member information, employee records, and sensitive organizational information.
• Demonstrate strong leadership, communication, problem-solving and decision making skills.
• Remain current on industry trends, technology advancements, and best practices impacting member service.
• Ensure timely communication of organizational updates, policy changes, and operational expectations to branch staff. Monitor and maintain a high level of accuracy and attention to detail in all branch activities and member interactions.
• Champion a member focused culture by ensuring exceptional service delivery, addressing complex member needs, fostering relationship development, and driving continuous improvement to enhance the ove