Service Operations Lead & People Development Coach

Marine Federal Credit Union; Jacksonville (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Marine Federal Credit Union is seeking a Service Operations Lead to provide day-to-day people leadership and operational oversight for the Service Operations team. You will coordinate workflow, priorities, employee development, and execution to ensure effective ownership of responsibilities.

The role emphasizes coaching, accountability, and continuous development of staff, with responsibility for maintaining controls, service standards, and risk awareness across functions.

Qualifications

• High School Diploma or equivalent.
• 1-3 years of experience in service operations or a similar leadership role.
• Experience leading teams and improving service delivery processes.
• Analytical skills and experience reviewing performance metrics and reporting.
• Excellent communication and interpersonal skills.

Responsibilities

• Provides operational oversight for assigned Service Operations functions (loan servicing, deceased accounts, escheatments, titles, and related support).
• Reviews exceptions and higher-risk transactions to determine handling, documentation, and follow-up.
• Maintains knowledge of programs, systems, vendor requirements, regulations, and controls.
• Ensures tracking, approvals, balancing, reporting, retention, and follow-up meet requirements.
• Coordinates with internal departments, vendors, and third parties to resolve issues.
• Performs technical processing or direct service support as needed.
• Provides day-to-day leadership and direction for assigned employees and functions.
• Assigns, prioritizes, and monitors work to meet service levels and risk management goals.
• Coaches, provides feedback, and conducts development planning with management.
• Participates in employee selection, onboarding, training, and development.
• Coordinates cross-training and workload coverage to strengthen resiliency.
• Serves as escalation point for complex issues and assists teams in solving them.
• Reinforces policies, procedures, and regulatory requirements.
• Identifies process weaknesses and recommends improvements.
• Coordinates testing, updates, and division initiatives as assigned.
• Escalates significant concerns to management.
• Contributes to department priorities and continuous improvement.

Skills

Leadership

Operations management

Process improvement

Performance metrics

Communication

Education

Associate's degree in Business, Finance, Management (preferred)

Tools

MS Office

Job description

Marine Federal Credit Union is seeking a Service Operations Lead to provide day-to-day people leadership and operational oversight for the Service Operations team. You will coordinate workflow, priorities, employee development, and execution to ensure effective ownership of responsibilities.

The role emphasizes coaching, accountability, and continuous development of staff, with responsibility for maintaining controls, service standards, and risk awareness across functions.