Operations Manager

About the role

The Operations Manager is responsible for managing the day-to-day operations of the Operations Department to ensure efficient, accurate, secure, and compliant execution of critical back-office functions. The role oversees payment processing activities, including ACH, draft processing, card services, wire transfers, IRA administration, and cash management services.

Responsibilities

• Direct and oversee daily deposit operations and payment services activities, ensuring the accurate, timely, and secure processing of transactions across ACH, wire, draft, card, IRA, and cash management functions. Monitor operational performance, service levels, workflow capacity, and key performance indicators to ensure operational effectiveness and business continuity.

• Lead, coach, and develop Operations staff through all aspects of talent management, including workforce planning, recruiting, interviewing, hiring, onboarding, training, performance management, employee development, recognition, and corrective action. Foster a culture of accountability, collaboration, continuous learning, and service excellence while ensuring adequate cross-training and operational coverage.

• Partner with vendors, processors, and network providers to maintain service standards, resolve operational issues, and support product and service enhancements. Serve as a subject matter expert on payment operations and related services by providing guidance, education, and training to employees across the credit union while promoting exceptional service delivery for internal and external members.

• Maintain compliance with applicable laws, regulations, network rules, and internal policies, including NACHA, OFAC, Regulation E, IRS requirements, and card network standards. Establish and monitor internal controls designed to mitigate operational risk, prevent fraud, and protect organizational assets.

• Identify, coordinate and support operational improvement initiatives, payment modernization activities, system enhancements, and implementation projects. Provide subject matter expertise, assist with testing and validation, support employee readiness, and ensure successful department adoption.

Requirements

This position is eligible for a hybrid work from home schedule, as set and approved by the position's manager in accordance with the credit union's Remote Work Policy.

Qualifications

• A minimum of five years of similar or related experience, with at least 2 years in a supervisory role. Prior experience working in the back office, deposit operations, card services, payments, and/or wire transfer area of a credit union or financial institution strongly preferred.

• A minimum of an Associate degree in Business, Finance, Accounting or related field, or completion of a specialized certification or licensing program relevant to the role, or equivalent combination of education, professional certifications, and related experience is required. Certification as an Accredited ACH professional is required. If not already certified, a condition of employment will require certification be obtained within 18 months of hire.

Skills

• Strong planning, analytical, problem solving, organizational and people management skills.

• Intermediate mathematical skills (calculations and concepts involving decimals percentages, fractions, etc.).

• An in-depth knowledge of credit union systems and other support service systems.

• Strong proficiency with using computers and various electronic channels for processing data and transactions.

Benefits

Not specified.

Pay

Not specified.

Schedule

Hybrid work from home schedule, as set and approved by the position's manager in accordance with the credit union's Remote Work Policy.