Manager, Service Unit

PenFed is hiring a hybrid Manager, Service Unit at our San Antonio, Texas 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 accurate tracking to meet or exceed 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 the 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 to review marketing promotions, credit union initiatives, performance results, and provide training on procedures and technical processes.
• Provide information to members about financial services, answer inquiries regarding PenFed’s share and loan 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, accurate, and timely manner.
• Mentor staff in sales, productivity, quality, job knowledge, and innovation to ensure successful performance of assigned personnel.
• 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, while participating in training and development opportunities.
• 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 stat reviews and performance evaluations.
• Ensure adherence to federal and state regulations, organizational standards, and guidelines.
• Conduct root cause analysis and problem-solving for member issues, providing resolutions through research and communication.
• Engage with product owners and other business units to 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.

Qualifications

• 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.

This position supervises employees.

Work Environment

The role is primarily based in an indoor office setting with moderate noise. Most roles require working in an office environment 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 and community involvement opportunities.