Operations Manager/Team Leader

About Gesa Credit Union

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. It’s how we come together—igniting our collective compassion and commitment to empowering our communities—that drives our success. Here, you can join a team passionate about serving others, engage in meaningful work that impacts your community, challenge yourself, grow in your career, and rest assured that your wellbeing and prosperity are our priority.

About the Role

The Operations Manager/Team Leader reports directly to the AVP of Operations and Efficiencies. This role supervises the day-to-day operations of the Operations Support Department, recommends and implements procedures to enhance capabilities, image, and productivity, and oversees all back-office operations and functions. The Operations Manager/Team Leader ensures compliance with policies and regulations, hires and trains qualified team members, conducts evaluations, and orients staff to department duties. They also serve as a member of the credit union Management Team and contribute to the department’s target goals.

Responsibilities

• Set the Operations department’s strategic plans to align with the credit union’s business plan.
• Establish and ensure the implementation of target goals for the department.
• Oversee daily operations of the multi-location Operations Support Center (OSC) to meet performance metrics according to established service level agreements (SLA).
• Collaborate with internal business partners to advocate for the OSC’s requirements.
• Communicate credit union goals, rules, regulations, and expectations to all department employees.
• Oversee the development and monitoring of performance standards; provide mentoring, coaching, and training to support team members while ensuring professional and courteous service to all members.
• Ensure periodic actual and trending reports are provided to Management and conduct presentations as required.
• Create and track the department budget for adherence.
• Handle complex escalated member calls and assist with resolution of complex questions.
• Manage the Treasury Management team, provide support as needed, and recommend training opportunities for growth.
• Partner with Treasury Management, branches, departments, and Project Managers to support new products and services, provide operational feedback, and participate in testing.
• Create ACH and other risk-level processing reports for Executive Management and credit union audits, including yearly risk reviews for commercial members.
• Ensure sensitive data is protected with the highest standard of security and confidentiality.
• Maintain a thorough understanding of other credit union departments and a general knowledge of all service products to accurately answer questions from members and staff.
• Understand and perform Bank Secrecy Act (BSA) functions as applicable to job responsibilities.
• Maintain regulatory compliance within all areas Operations oversees.
• Attend credit union training sessions, conferences, or seminars as approved by supervisor; maintain awareness of policies and regulations related to duties.
• Maintain oversight of General Ledger balances, reconciliations of accounts, and Deposit Operations.
• Stay aware of industry changes and trends in Deposit Operations.
• Perform audits on all functions, oversee quality monitoring, and ensure proper record-keeping for all requests.
• Recommend promotions, transfers, and salary adjustments.
• Lead Operations Assistance Manager/Team Leader and Sr. Operations Representatives to develop their leadership skills.
• Collaborate with the Operations leadership team to enhance the department and foster team building.
• Perform other related duties to ensure the success of the Operations department.

Requirements

• Three (3) to five (5) years of similar or related experience in a credit union environment.
• Bachelor’s degree in Business Administration or related field. Equivalent experience will be accepted in lieu of a degree.
• Minimum of three (3) years of management/supervisory experience preferred.
• Specialized certification in applicable areas (AAP, NCP, Deposit Compliance) preferred.
• Some travel required to fulfill duties, career development, and responsibilities.

Skills

• Strong organizational skills with the ability to prioritize and manage multiple complex tasks.
• Ability to supervise and motivate team members and work well in a team environment.
• Respects and values diversity; treats people with respect, keeps commitments, and maintains high integrity.
• Effective communication of ideas and information, both orally and in writing; proficient and comfortable making presentations to groups.
• Excellent customer service attributes and interpersonal skills to relate professionally to members, the public, and colleagues.
• Experience with Microsoft Office programs; proficient with software applications and reporting.
• Comprehensive knowledge and exercise of credit union, state, and federal laws and regulations pertaining to Deposit Operations.
• Strong problem-solving, decision-making, and process improvement abilities.
• Ability to analyze information and make sound decisions.

Leadership Core Competencies

Leaders at Gesa Credit Union are lifelong learners who, by developing themselves, are better able to grow our team members and our organization as well as serve as influential role models for each other. Every team leader must model and continue to strengthen these competencies, which are foundational to our view of leadership and support the achievement of our strategic goals:

• Leading Others
• Developing Others
• Emotional Intelligence
• Social Responsibility
• Performance & Results Orientation

Benefits

• Competitive pay
• Medical, dental, vision, and life insurance
• 20 days/year accrual of Paid Time Off, plus 10 paid holidays
• 401(k) match
• Incentive program
• Tuition assistance and student loan repayment
• Commuter benefits
• Paid time off to volunteer in the community
• Product discounts
• Engaging work environment
• Rewards and recognition programs

Pay

Full salary range: $80,168.40–$119,957.52. Most new team members typically start between the minimum and midpoint based on experience and qualifications, with room to grow within the role as your career progresses.