Operations Manager/Team Leader

Gesa Credit Union; Richland (WA); On-site; USD 80,168 - 119,957; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life Insurance

Paid Time Off

401(k) Match

Tuition Assistance

Commuter Benefits

Job summary

Gesa Credit Union is seeking an Operations Manager/Team Leader in Richland, WA, to supervise day-to-day operations of the Operations Support Department. You will oversee the development of procedures to enhance productivity, ensure compliance, and manage team members.

The ideal candidate will have a bachelor's degree, management experience, and a strong customer service focus. Competitive benefits include medical, dental, and employee assistance programs.

Qualifications

• Three to five years of similar or related experience in a credit union environment.
• Proficient in Microsoft Office programs.
• Strong problem-solving and decision-making skills.

Responsibilities

• Oversee daily operations of Operations Support Center.
• Set strategic plans for the department.
• Handle complex escalated member calls.

Skills

Management skills

Organizational skills

Customer service attributes

Microsoft Office proficiency

Analytical skills

Education

Bachelor’s degree in Business Administration or related field

Three to five years in a credit union environment

Management/supervisory experience

Job description

Job Details: Level: Management | Location: South Richland HQ – Richland, WA 99352 | Type: Full Time – Salary | Education Level: 4‑Year Degree | Salary Range: $80,168.40 – $119,957.52 | Category: Operations.

Role Summary

The Operations Manager/Team Leader reports directly to the AVP of Operations and Efficiencies. This Team Leader supervises the day‑to‑day operations of the Operations Support Department, makes recommendations regarding formulation, development, and implementation of procedures to increase the capabilities, image, and productivity of the department, and oversees all back‑office operations and functions. The Operations Manager/Team Leader remains up to date on policy and regulation changes and recommends process updates to ensure the credit union’s compliance to policies and regulations. They also ensure qualified team members are hired, provide or arrange for training as needed, conduct evaluations, and orient team members to department duties and procedures. Finally, they serve as a member of the credit union Management Team and participate in the target goals for the department.

Responsibilities

• Set the Operations department’s strategic plans to align with the credit union’s business plan and establish and ensure the implementation of target goals for the department.
• Oversee daily operations of multi‑location Operations Support Center (OSC) by ensuring performance metrics are met according to established service level agreements (SLA).
• Collaborate with internal business partners to advocate for the OSC’s requirements.
• Communicate credit union goals and direction to all employees in the department to ensure clear understanding of rules, regulations, requirements, and expectations.
• Oversee the development and monitoring of performance standards; provide mentoring, coaching, and training to support and develop all team members while ensuring professional and courteous service is provided to all members.
• Provide periodic actual and trending reports to Management and conduct presentations as required.
• Create the department budget and track adherence on an ongoing basis.
• Handle complex escalated member calls and assist with complex questions for resolution.
• Manage the Treasury Management team, provide support as needed, and recommend training opportunities to ensure growth.
• Partner with the Treasury Management business unit and support Treasury Management products and services.
• Collaborate with branches, departments and Project Managers to support new products and services, provide feedback on operational concerns, and participate in testing new products.
• Create ACH and other risk‑level processing reports for Executive Management and credit union audits, as well as yearly risk review audits for commercial members.
• Ensure sensitive data is protected with the highest standard of security and confidentiality.
• Maintain a thorough understanding of other departments within the credit union and have a general knowledge of all service products offered to accurately answer questions from members and staff.
• Perform and maintain Bank Secrecy Act (BSA) functions as applicable to job responsibilities.
• Maintain regulatory compliance within all areas Operations oversees.
• Attend credit union training sessions, conferences, or seminars as approved by supervisor and maintain awareness of policies and regulations related to duties and responsibilities.
• Maintain oversight of General Ledger balances/reconciliations of the accounts and Deposit Operations.
• Maintain awareness of changes in the industry and changing trends in Deposit Operations.
• Perform audits on all functions, oversee quality monitoring and record keeping for all requests.
• Recommend promotions, transfers and salary adjustments.
• Lead Operations Assistance Manager/Team Leader and Sr. Operations Representatives to develop their leadership skills and abilities.
• Collaborate with the Operations leadership team to enhance the Operations department and build team cohesion.
• Perform other related duties as necessary to ensure the success of the Operations department.

What You Will Need

• Three (3) to five (5) years of similar or related experience in a credit union environment.
• Bachelor’s degree in Business Administration or related field; equivalent experience may be accepted in lieu of a degree.
• Minimum of three (3) years of management/supervisory experience preferred.
• Specialized certification in applicable areas (AAP, NCP, Deposit Compliance) preferred.
• Some travel required to fulfill duties, career development and responsibilities.
• Strong organizational skills with ability to prioritize and manage multiple complex tasks.
• Ability to supervise and motivate team members and work well in a team environment.
• Respect for diversity; treat people with respect, keep commitments, and maintain a high level of integrity.
• Ability to communicate ideas and information effectively, both orally and in writing; must be proficient and comfortable making presentations to groups.
• Excellent customer service attributes.
• Interpersonal skills to relate effectively and professionally to members, the public, and colleagues.
• Experience with Microsoft Office programs; must be proficient with software applications and reporting.
• Comprehensive knowledge of credit union, state, and federal laws and regulations pertaining to Deposit Operations.
• Strong problem‑solving and decision‑making skills and process‑improvement ability.
• Ability to analyze information and make sound decisions.

Leadership Core Competencies

• Leading Others
• Developing Others
• Emotional Intelligence
• Social Responsibility
• Performance & Results Orientation

Benefits

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year accrual of Paid Time Off – Plus 10 Paid Holidays
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Priority Salary Information: $80,168.40 – $119,957.52. Most new team members typically start between the minimum and the midpoint based on experience and qualifications, allowing room to grow within the role.

Selected candidate(s) must be able to pass a pre‑employment credit/background check.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran. Equal Employment Opportunity (gesa.com)