Credit Union Operations Manager

The Credit Union Operations

Manage r is responsible for overseeing the day-to-day operations of JM Associates Federal Credit Union's branch and contact center functions while supporting the Vice President of Operations with back-office operations, operational risk management, quality assurance, process improvement, and strategic initiative

Responsibilities: ---------------------

Leadership & Associate Development

· Provide direct leadership, coaching, and development to the Branch and Contact Center Supervisors.

· Ensure appropriate staffing, service levels, productivity, and operational consistency across member-facing channels.

· Support supervisors with associate performance, coaching, escalations, and development.

· Promote a culture aligned with JM Family's core values of Communication, Cooperation, Consideration, Innovation, and Accountability.

Branch & Contact Center Operations

· Monitor branch and contact center performance, member service, production, and operational reporting.

· Oversee quality assurance activities for new accounts, loans, and other operational processes.

· Identify trends, recurring errors, and operational risks and ensure appropriate corrective action is taken.

· Support adherence to Credit Union policies, procedures, regulatory requirements, and internal controls.

· Assist with audits, examinations, fraud prevention, and responses to operational findings.

Back-Office Operations

· Partner with the VP of Operations to support assigned back-office functions, which may include ACH, card services, ATMs, electronic banking, account maintenance, disputes, reconciliations, dormant accounts, escheatment, and other operational activities.

· Assist with developing and maintaining operational policies, procedures, and training materials.

· Serve as an escalation point for complex member and operational issues.

Process Improvement & Projects

· Identify opportunities to improve operational efficiency, member experience, and internal controls.

· Lead or support operational projects, system implementations, and process changes.

· Analyze operational metrics and provide recommendations to the VP of Operations.

· Partner with other departments to support Credit Union-wide initiatives.

Reporting & Performance Management

· Provide direct leadership, coaching, and accountability to the Branch Supervisor and Contact Center Supervisor.

· Establish clear performance expectations and ensure supervisors effectively coach, develop, and hold their teams accountable.

· Conduct consistent one-on-one meetings with direct reports and support supervisors in conducting meaningful coaching conversations with their associates.

· Assist with performance evaluations, development plans, corrective action, and recognition in partnership with the VP of Operations and Human Resources.

· Build supervisor capability so routine operational and people concerns are resolved at the appropriate leadership level.

· Promote a collaborative, accountable, service-oriented culture aligned with JM Family's core values of Consideration, Cooperation, Communication, Innovation, and Accountability.

· Develop succession plans and identify associates with leadership potential.

· Ensure departments maintain appropriate staffing and scheduling to support member needs.

Qualifications ------------------

· Minimum of 8 years of financial institution experience, preferably in a credit union or community financial institution.

· Minimum of 5 years of supervisory or leadership experience.

· Experience with branches, contact centers, financial institution operations, and leadership development.

· Working knowledge of deposit and lending products, operational controls, and regulatory requirements.

· Strong leadership, communication, problem-solving, and organizational skills.

· Ability to interpret operational data and identify opportunities for improvement.

· Bachelor’s degree in Business, Management, Finance, Leadership, or related field preferred.

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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.

JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER

JM Family Enterprises, Inc. is an Equal Employment Opportunity employer.

We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard any characteristic protected by law – whether actual or perceived – including race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity gender expression, sexual orientation, marital status, military service, veteran status, disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, provincial, or local law.

DISABILITY ACCOMMODATIONS

If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at [email protected] for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.