VP Senior Operations Manager

SUMMARY

The VP Senior Operations Manager will oversee and guide the Operations Department of CoastHills Credit Union.  This role involves managing crucial operational functions, setting strategic directions, and ensuring exceptional member service while adhering to risk management and compliance requirements.  Reporting to the SVP Chief Risk Officer, this position will effectively scale and innovate our operations and partner with business units across the credit union to drive first line of defense oversight of all strategies across our operational risk domains. This position will focus on automation, leadership development, and succession planning to support the credit union’s growth and operational efficiency.  Develops and executes key risk assessments, including documentation and communication of results, and escalating issues as necessary.  Key oversight areas include deposit and electronic banking operations; internal contact center; and centralized procedures/training.  Provides leadership, strategic thinking, and action to identify, plan, and execute strategies to achieve and promote a culture of excellence in member service.  

ESSENTIAL FUNCTIONS  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required of this position.  Other duties may be assigned to meet business needs.

Oversees and ensures reliable servicing and operations are maintained across the Credit Union, including

vital vendor relationships

Oversees all credit union operations associated with electronic banking, deposit accounts, maintenance, services, and deposit operations including all account servicing activities including but not limited to IRA, CD, escheatment, dormancy, account restrictions, account closures, levies, subpoenas and CCPA.

Maintains knowledge to effectively and efficiently manage and direct the tasks including, but not limited to wires, ACH, ATM Cash Management/Balancing, unposted & return items, incoming and outgoing collections processing, deposit verification, large item review, IRA processing,  Regulation CC/Uncollected funds hold review, research, mail room, GL balancing, general ledger adjustments, on-line entries, IOLTA reporting, deceased account processing, and other maintenance functions at member and account levels including address changes, product code changes, and etc.

Actively manages all aspects of Wire Transfers and ACH file origination, processing, and settlement activities.  Serves as a subject matter expert to maintain solid working relationship with vendors who provide services in these areas.

Serves as the operational subject matter expert for ACH, Wires, mRDC, Mobile Deposits and Bill Pay.  Actively manages the operational processes to minimize risk while balancing improvements to member experience. 

Oversees Online Banking/Bill Pay operations to ensure processing and review occurs in an efficient and effective manner.

Oversees the daily operations of the credit union’s Digital and Payment Services and their related products, services, and centralized support management. 

Provides online banking and mobile banking member support, services, monitoring, procedures, user guides and documentation.  Responsible for monitoring transaction processes, resolving member issues, and identifying areas for improvement.  

Responsible for payment systems operational oversight including but not limited to Wires, ACH, FedNow, Real Time Payments, RDC, Bill Pay, and all emerging payments.

Provides payments related product support, implementation support, and establishes risk management practices and appropriate monitoring.  Responsible for analyzing, and enforcing parameters, product limits, and controls to ensure risks are mitigated in all areas of responsibility.

Ensures that payments related services are reliable and provide exceptional member experience.

Designs, develops, and implements efficient operational workflows to support strategic vision, sales, income production and servicing functions and continually improves the internal delivery and member service experience. 

Oversees tax reporting including but not limited to IRS backup withholding, W8BEN certifications/mailings and 1099s to ensure timely and accurate filing. Stays abreast of IRS reporting and filing requirements to ensure the credit union is compliant.

In alignment with the credit union’s Strategic Plan, defines, builds buy in, and implements department strategic plan structure, and processes including solutions that deliver the strategies.   

Supports the strategy, development and delivery of deposit and electronic products and enhancements.  

Responsible for driving transformational change with aggressive objectives, operational excellence, employee and member experience across credit union operations, and achieving financial goals while increasing operating performance.

Leads change necessary to support growth strategy while ensuring CoastHills level member service and creates scalable operations within current cost structure.

Collaborates with executive management, peers, and partners across the credit union on enterprise and departmental initiatives to accomplish strategic goals and remain within low-mod risk appetite.

Spearheads efforts to identify and evaluate automation opportunities to streamline processes, improve efficiencies, increase operating performance, and identify and improve areas of service and/or operational weaknesses through strategic enhancements to systems and procedures.  

Works to promote an increase in departmental productivity and efficiency, effectiveness, growth and overall profitability through vendor relationships, internal coordination, active monitoring of team activities, and continuous process improvement. 

Leverages data and analytics to solve problems and articulate operational strengths, weaknesses, and ongoing performance; Monitors performance to proactively identify efficiency issues and propose solutions.

Promotes and ensures an external and internal culture focused on superior frictionless operational member experience and service.  

Collaborates with departments and individuals across the credit union, enhancing services to members and reducing friction across channels to ease operational member experience.

Leverages systems, vendors, and personnel to maximize the internal and external member experience while controlling expenses.

Ensures department activities run smoothly, timely, accurately and efficient inclusive of management measurement/tracking and monitoring.  

Leads the creation and design of effective measurement tools to gauge the efficiency and effectiveness

of internal processes. Implements and publishes Key Performance and Risk Indicators across people, process, technology, risk, and strategy.

Collaborates with software development and other teams to design and improve reporting and data dashboards.

Provides leadership and oversight to Team Leaders to ensure projects, problems, service requests and escalations are dealt with according to defined set of goals, policies, processes, procedures, and SLA's.

Establishes and attains departmental goals that align with the credit union’s strategic goals.

Communicates effectively with staff and business units to centralize, create, and optimize procedures and workflow, maintaining high service standards.

Oversees the development and implementation of formalized staff training and development programs.

Identifies opportunities to centralize non-member-facing tasks improve operational structure, existing policies and procedures, process workflows, and/or back-office systems to increase automation, operational efficiency, and accuracy.

Interface with external parties to resolve operational member service issues promptly and effectively.

Will take the lead in project management and delivery for managing and overseeing operational projects and tasks for all areas under the SVP Chief Risk Officer.

Provides strategic leadership, coaching, supervision, resource allocation, mentoring and training to employees under area of responsibility.  Promotes a culture that cares and creates champions of changes.

Improves performance across people, processes, and technology;  Elevates to a high-performing team of leaders and subject matter experts proficient in each operational discipline;  Manages, develops, coaches, and holds talent accountable.

Plan, develop, establish, and manage budget functions for Operations.

Develop and maintain contingency and disaster recovery plans for Operations.

Maintain comprehensive knowledge of all Deposit and Electronic Operations products, services, industry trends, and regulatory requirements;  Stays current on service delivery and technology trends across operations.

Develops and maintains an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the credit union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

Ensures strict compliance with all applicable Federal reserve regulations, NACHA Operating Rules, and U.S. Treasury Green Book guidelines, maintaining operational integrity, accuracy and adherence to industry standards for ACH processing, Check, and wire transfers operations. 

Oversees forward collections processes when normal Federal Reserve window processing is no longer available and prevents financial institution loss or facilitates the recovery of funds by ensuring compliance with applicable regulations and best practices of the financial industry. 

Conducts comprehensive risk assessments to identify, evaluate, and mitigate operational, compliance, and financial risks across all areas of responsibility, ensuring alignment with the credit union’s risk appetite and regulatory requirements. 

Performs duties as assigned by management.

SUPERVISORY FUNCTIONS

Effectively directs and supervises assigned employees, ensuring optimal performance.

Carries out supervisory responsibilities in accordance with credit union policies and applicable laws.

Supervisory duties include, but are not limited to, employee selection, training, coaching and discipline.  Verifies employee time records and employee performance.   Motivates, coaches, and evaluates assigned employees’ performance.

Establishes an environment that promotes teamwork and eliminates barriers to effectively working within the Department and across the credit union organizational structure.

Regularly schedules and conducts Department meetings to keep employees current on credit union goals, promotions, products, services, and activities.   Encourages participation and open communication.

COMPETENCIES

Business Management

Communication

Leadership

Member Service Orientation

People Management

Strategic Focus/Management

Business Acumen

QUALIFICATIONS

The requirements listed below are representative of the knowledge. skill, and/or ability required.

Education and Experience

Bachelor’s degree required, preferably in business or related field.

Expert knowledge in deposit operations, policies and procedures, internal controls, NACHA and Federal Reserve.

Minimum 15 years of experience in deposit operations and electronic services operations with 5 years of back-office operations experience.

Minimum 10 years in a management role.

Previous experience in retail branch banking.

Previous experience leading and managing projects.

Extensive knowledge of banking operations and payment systems.

Skills and Abilities

Strong analytical, problem solving and organizational skills.

Advanced proficiency with Microsoft Office applications.                                                                                           

Ability to identify gaps and risk exposure in control processes.

Ability to communicate effectively verbally and in writing.

Strong written and verbal communication skills.

Ability to be bonded.

Ability to travel, attend, and participate in meetings, seminars, and conferences held before and after normal business hours that may require unaccompanied long-distance travel and overnight lodging.

Certifications
NACHA Accredited ACH Professional (AAP)

National Check Professional (NCP)

ISO 20022 Specialist Certifications 

Certificated RTP Professional (Real-Time Payments Professional)

AFFIRMATIVE ACTION/EEO STATEMENT:

CoastHills is an Equal Opportunity/Affirmative Action employer. We will consider all qualified applicants for employment without regard to race, color, religion, ancestry, gender, pregnancy, sex, sexual orientation, transitioning status, gender identity, gender expression, national origin, age, genetic information, military and veteran status, marital status, medical condition, mental disability, physical disability, or any other basis protected by local, state, or federal law. 

For our EEO Policy Statement, please click here.  If you’d like more information on your EEO rights under the law, please click here.