Manager, Service Unit

PenFed is hiring a hybrid Manager, Service Unit at our Papillion, Nebraska Service Center. This role manages the day-to-day operations of a phone unit, ensuring performance and productivity for all member contact functions while maintaining or exceeding current standards.

Responsibilities

• Manage stated objectives, goals, and performance standards for the assigned unit to ensure goals are met or exceeded.
• Collaborate with service center management on corporate and business unit-level initiatives, support the Operations project management team, and assist with merger transitions.
• Oversee unit employees, including recruitment, scheduling, task completion, inbound call optimization, performance evaluations, and guidance on complex issues.
• Ensure compliance with internal standards, regulations, and service levels while driving unit strategy and aligning processes with division targets.
• Coordinate with SVP Service Center and Director to ensure coverage during Unit Manager absences, including scheduling personnel and providing direct coverage as needed.
• Participate in business unit and corporate initiatives, conduct team meetings, review performance results, and provide training on credit union procedures and technical processes.
• Provide information to members about financial services, answer inquiries regarding PenFed’s products, and ensure quality member service with each interaction.
• Assist team members in resolving complex member account problems, making decisions as appropriate in a professional and timely manner.
• Mentor staff in sales, productivity, quality, job knowledge, and innovation to ensure successful performance.
• Perform management responsibilities such as schedule administration, policy enforcement, and handling escalation calls with high levels of member service.
• Implement performance management, including coaching, counseling, discipline, and communicating job expectations.
• Monitor and troubleshoot technology and process issues, escalating disruptions to avoid member service impact.
• Ensure financial transactions comply with policies and procedures, supporting First Call Resolution within target service levels.
• Participate in the Quality Assurance (QA) process, including one-on-one performance reviews and evaluations.
• Follow federal and state regulations, organizational standards, and guidelines for related programs, policies, and procedures.
• Conduct root cause analysis for member issues, research and resolve problems, and communicate solutions effectively.
• Engage with product owners and other business units to identify and resolve systemic and member-related issues.
• Stay informed of industry developments through publications, professional organizations, and contact with other financial institutions.
• Review competitive market practices and provide recommendations to Senior Leadership for program adjustments.

Requirements

• Bachelor’s Degree in a related field or equivalent combination of education and experience; advanced degree preferred.
• Minimum of eight (8) years of work experience, with three (3) to five (5) years of progressively responsible supervisory experience in Operations within a financial institution.
• At least two (2) years of PenFed work experience in an Operations role preferred.
• Strong experience in coaching, developing, and leading a service center team or individuals in a service center environment.
• Excellent verbal and written communication skills, with the ability to review complex issues and make sound decisions.
• Detailed knowledge of PenFed operations preferred.
• Experience with automation or A.I. tools preferred.

Supervisory Responsibility

This position supervises employees.

Work Environment

This role operates in an indoor office setting with moderate noise. Most roles require working in an office and the ability to lift 25 pounds.

Travel

Ability to travel to various worksites may be required.

Pay

The anticipated starting salary range for this role is $69,000.00 - $100,556.00. This position is eligible for an organizational performance-based annual bonus, subject to board discretion and approval.

Benefits

• Comprehensive health, dental, and vision plans.
• Paid time off and family-friendly benefits, including paid parental leave and care support.
• Fitness center access.
• 401(k) match and employee loan discounts.
• Fully paid life and disability coverage.
• Education assistance for personal and professional growth.
• Community involvement and volunteer opportunities.