Operations Support Lead (Full Time)

Marine Federal Credit Union; Jacksonville (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

Marine Federal Credit Union in Jacksonville, NC seeks an Operations Support Lead to guide the Operations Support team, ensuring service levels, risk controls, and process improvements. You will coach staff, coordinate cross-training, and partner with management to drive performance, onboarding, and development while upholding regulatory requirements and company policies.

This full-time role reports to the Business Operations leadership team and requires hands-on leadership, strong communication,

Qualifications

• High school diploma or equivalent required.
• Associate's degree preferred.
• 1–3 years of progressively responsible experience in financial services or operations.
• Experience leading, mentoring, and training teams preferred.
• Experience coordinating workflow and regulatory requirements preferred.

Responsibilities

• Provides day-to-day leadership and operational direction for assigned employees and functions.
• Assigns, prioritizes, and monitors work to meet service levels, quality, productivity, risk management, and objectives.
• Provides ongoing coaching, feedback, recognition, and development planning with management.
• Participates in employee selection, onboarding, training, and development.
• Coordinates cross-training, workload coverage, and knowledge transfer.
• Serves as an escalation point for complex operational issues.
• Reinforces policies, procedures, controls, service standards, and regulatory requirements.
• Identifies process weaknesses and opportunities for improvement; recommends enhancements.
• Coordinates operational testing, updates, and division initiatives.
• Escalates significant concerns to management.
• Member of the Business Operations Leadership Team.

Skills

Leadership

Coaching

Communication

Prioritization

Problem-solving

Risk management

Regulatory knowledge

MS Office

Relationship building

Education

High school diploma or equivalent

Associate's degree preferred

Job description

Operations Support Lead (Full Time)- 4180 Western Blvd Jacksonville, NC 28546

Position Summary

Operations Support is a high-performing, collaborative division of the Business Operations department committed to operational excellence, strong risk management, continuous improvement, and exceptional service to members and internal departments. The division promotes leadership at every level through ownership, accountability, sound judgment, collaboration, and a commitment to improving both the team and the work.

The Operations Support Lead provides day-to-day people leadership and operational oversight for the Operations Support team, coordinating workflow, priorities, employee development, operational consistency, coverage, and execution. As the first level of formal people leadership within Operations Support, the Lead is responsible for supporting employee development, reinforcing accountability, and ensuring the team has the direction and support needed to effectively own and execute their responsibilities.

• Provides day-to-day leadership and operational direction for assigned employees and functions.
• Assigns, prioritizes, and monitors work to ensure service levels, quality, productivity, risk management, and organizational objectives are achieved.
• Provides ongoing coaching, feedback, recognition, and developmental support, including employee check-ins, performance evaluations, and development planning in partnership with management.
• Participates in employee selection, onboarding, training, and development activities in partnership with management.
• Coordinates cross-training, workload coverage, and knowledge transfer to strengthen operational resiliency.
• Serves as an escalation point for complex operational issues and assists employees in developing appropriate solutions.
• Reinforces established policies, procedures, controls, service standards, and regulatory requirements.
• Identifies process weaknesses, recurring issues, operational risks, capacity concerns, and opportunities for improvement, and recommends enhancements to procedures, workflows, systems, controls, or training.
• Coordinates operational testing, procedural updates, implementations, and division initiatives as assigned.
• Escalates significant personnel, operational, compliance, service, or risk concerns to management.
• Serves as a member of the Business Operations Leadership Team, contributing to department priorities, communication, planning, and continuous improvement.
• Performs other duties as assigned.

Technical Duties and Assigned Functions

• Serves as a central support function for the Business Operations department, supporting Deposit Operations, Service Operations, Payment Operations, and Business Operations Management through cross-functional coordination, operational standardization, knowledge management, process governance, and strategic initiatives that promote consistency, efficiency, and organizational effectiveness.
• Provides operational support and coordination for enterprise-wide programs, including Digital Banking and the ATM/ITM fleet, overseeing day-to-day program administration, vendor coordination, issue tracking, performance monitoring, documentation, and cross-departmental communication.
• Develops, maintains, and monitors Business Operations reporting, key performance indicators (KPIs), and operational metrics to provide meaningful insights, support performance management, and drive informed decision-making across the department.
• Identifies, coordinates, and supports operational improvement initiatives, system implementations, and process enhancements in partnership with the Business Operations leadership team to improve efficiency, strengthen internal controls, reduce risk, and enhance service delivery.
• Supports and coordinates Business Operations participation in artificial intelligence (AI), automation, and emerging technology initiatives in partnership with Information Technology and applicable stakeholders, supporting evaluation, implementation, governance, documentation, and ongoing operational adoption.
• Maintains departmental training and onboarding initiatives in coordination with the Business Operations leadership team, including onboarding programs, training materials, procedural documentation (SOPs), cross-training resources, and employee knowledge development.
• Coordinates vendor management activities, including due diligence, performance monitoring, documentation, and ongoing relationship management.
• Coordinates and maintains the department's business continuity planning (BCP) documentation, testing, and related operational readiness activities.
• Maintains departmental risk documentation, issue tracking, control assessments, and supporting records in coordination with leadership and applicable stakeholders.
• Supports Business Operations governance activities, including audits, examinations, compliance reviews, and risk assessments, by coordinating documentation, research, responses, and corrective action tracking.

The Operations Support Lead is responsible for creating an environment where employees can successfully own their work, develop their capabilities, exercise sound judgment, and understand how their responsibilities contribute to broader departmental objectives. This role promotes a culture of leadership at all levels by encouraging accountability, initiative, problem-solving, continuous development, and informed decision-making throughout the team.

Leadership at this level requires effective coaching, communication, prioritization, accountability, sound judgment, delegation, and employee development. The Operations Support Lead is expected to strengthen the team's operational expertise, independence, and effectiveness while maintaining strong controls, service standards, and risk awareness. Success in this role is demonstrated by a team that can confidently manage responsibilities, resolve issues, and make appropriate decisions within established authority.

Knowledge, Skills, and Abilities

• Knowledge of operational processes, internal controls, risk management principles, and regulatory requirements applicable to assigned functions.
• Strong leadership, coaching, interpersonal, and employee development skills.
• Ability to prioritize work, allocate resources, and manage competing priorities in a fast-paced environment.
• Strong analytical, problem-solving, and decision-making skills.
• Effective written and verbal communication skills.
• Ability to identify process improvement opportunities and support operational change.
• Proficiency with business applications, operational systems, and Microsoft Office products.
• Ability to build collaborative relationships across departments and with external business partners.

Education and Experience

• High school diploma or equivalent required.
• Associate's degree in Business, Finance, Management, or a related field preferred.
• One (1) to three (3) years of progressively responsible experience in financial services, operations, servicing, deposit operations, loan operations, or a related operational environment required.
• Demonstrated experience serving as a leader, subject matter expert, trainer, mentor, project lead, or informal leader preferred.
• Experience coordinating workflow, resolving complex operational issues, and working within established regulatory and internal control requirements preferred.
• An equivalent combination of education, training, and experience may be considered.

Operations Support Lead (Full Time)- 4180 Western Blvd Jacksonville, NC 28546

Position Summary

Operations Support is a high-performing, collaborative division of the Business Operations department committed to operational excellence, strong risk management, continuous improvement, and exceptional service to members and internal departments. The division promotes leadership at every level through ownership, accountability, sound judgment, collaboration, and a commitment to improving both the team and the work.

The Operations Support Lead provides day-to-day people leadership and operational oversight for the Operations Support team, coordinating workflow, priorities, employee development, operational consistency, coverage, and execution. As the first level of formal people leadership within Operations Support, the Lead is responsible for supporting employee development, reinforcing accountability, and ensuring the team has the direction and support needed to effectively own and execute their responsibilities.

Essential Responsibilities

• Provides day-to-day leadership and operational direction for assigned employees and functions.
• Assigns, prioritizes, and monitors work to ensure service levels, quality, productivity, risk management, and organizational objectives are achieved.
• Provides ongoing coaching, feedback, recognition, and developmental support, including employee check-ins, performance evaluations, and development planning in partnership with management.
• Participates in employee selection, onboarding, training, and development activities in partnership with management.
• Coordinates cross-training, workload coverage, and knowledge transfer to strengthen operational resiliency.
• Serves as an escalation point for complex operational issues and assists employees in developing appropriate solutions.
• Reinforces established policies, procedures, controls, service standards, and regulatory requirements.
• Identifies process weaknesses, recurring issues, operational risks, capacity concerns, and opportunities for improvement, and recommends enhancements to procedures, workflows, systems, controls, or training.
• Coordinates operational testing, procedural updates, implementations, and division initiatives as assigned.
• Escalates significant personnel, operational, compliance, service, or risk concerns to management.
• Serves as a member of the Business Operations Leadership Team, contributing to department priorities, communication, planning, and continuous improvement.
• Performs other duties as assigned.

Technical Duties and Assigned Functions

• Serves as a central support function for the Business Operations department, supporting Deposit Operations, Service Operations, Payment Operations, and Business Operations Management through cross-functional coordination, operational standardization, knowledge management, process governance, and strategic initiatives that promote consistency, efficiency, and organizational effectiveness.
• Provides operational support and coordination for enterprise-wide programs, including Digital Banking and the ATM/ITM fleet, overseeing day-to-day program administration, vendor coordination, issue tracking, performance monitoring, documentation, and cross-departmental communication.
• Develops, maintains, and monitors Business Operations reporting, key performance indicators (KPIs), and operational metrics to provide meaningful insights, support performance management, and drive informed decision-making across the department.
• Identifies, coordinates, and supports operational improvement initiatives, system implementations, and process enhancements in partnership with the Business Operations leadership team to improve efficiency, strengthen internal controls, reduce risk, and enhance service delivery.
• Supports and coordinates Business Operations participation in artificial intelligence (AI), automation, and emerging technology initiatives in partnership with Information Technology and applicable stakeholders, supporting evaluation, implementation, governance, documentation, and ongoing operational adoption.
• Maintains departmental training and onboarding initiatives in coordination with the Business Operations leadership team, including onboarding programs, training materials, procedural documentation (SOPs), cross-training resources, and employee knowledge development.
• Coordinates vendor management activities, including due diligence, performance monitoring, documentation, and ongoing relationship management.
• Coordinates and maintains the department's business continuity planning (BCP) documentation, testing, and related operational readiness activities.
• Maintains departmental risk documentation, issue tracking, control assessments, and supporting records in coordination with leadership and applicable stakeholders.
• Supports Business Operations governance activities, including audits, examinations, compliance reviews, and risk assessments, by coordinating documentation, research, responses, and corrective action tracking.

Leadership Expectations

The Operations Support Lead is responsible for creating an environment where employees can successfully own their work, develop their capabilities, exercise sound judgment, and understand how their responsibilities contribute to broader departmental objectives. This role promotes a culture of leadership at all levels by encouraging accountability, initiative, problem-solving, continuous development, and informed decision-making throughout the team.

Leadership at this level requires effective coaching, communication, prioritization, accountability, sound judgment, delegation, and employee development. The Operations Support Lead is expected to strengthen the team's operational expertise, independence, and effectiveness while maintaining strong controls, service standards, and risk awareness. Success in this role is demonstrated by a team that can confidently manage responsibilities, resolve issues, and make appropriate decisions within established authority.

Knowledge, Skills, and Abilities

• Knowledge of operational processes, internal controls, risk management principles, and regulatory requirements applicable to assigned functions.
• Strong leadership, coaching, interpersonal, and employee development skills.
• Ability to prioritize work, allocate resources, and manage competing priorities in a fast-paced environment.
• Strong analytical, problem-solving, and decision-making skills.
• Effective written and verbal communication skills.
• Ability to identify process improvement opportunities and support operational change.
• Proficiency with business applications, operational systems, and Microsoft Office products.
• Ability to build collaborative relationships across departments and with external business partners.

Education and Experience

• High school diploma or equivalent required.
• Associate's degree in Business, Finance, Management, or a related field preferred.
• One (1) to three (3) years of progressively responsible experience in financial services, operations, servicing, deposit operations, loan operations, or a related operational environment required.
• Demonstrated experience serving as a leader, subject matter expert, trainer, mentor, project lead, or informal leader preferred.
• Experience coordinating workflow, resolving complex operational issues, and working within established regulatory and internal control requirements preferred.
• An equivalent combination of education, training, and experience may be considered.

Monday-Friday, 8AM-5PM. Hours outside of the normal schedule may be required at times.