Operations Manager

Job Purpose

The Operations Manager (OM) oversees the operations strategy for Honda Federal Credit Union (HFCU), which encompasses physical branch office strategies, ITMs, operations, and operational support. This leadership role is accountable for the overall performance of operational initiatives ranging from new product development, managing operational systems, overseeing and optimizing operational efficiency, member experience, staff experience, and performance of operational service delivery within the credit union. Reporting to the Chief Operating Officer, the OM plays a critical role in establishing operational standards, ensuring seamless operations, determines the policies and procedures for operational activities, ensures adherence to federal and state regulations while making recommended changes as appropriate, and establishes goals for the Operations Department while striving toward the credit union's Mission, Core Values, and the Strategic Plan as adopted by the credit union's Board of Directors. 

Key Accountabilities

• Develops and meets Operations Department goals, budget and objectives as outlined in HFCU's annual strategic plan. Budget development and achievement requires an understanding of financial trends and technology which impact operational strategies, performance metrics, and production objectives. Regularly reports performance metrics, provides explanations and mitigation recommendations for performance or budget variances to the Chief Operating Officer
• Ensures compliance with all applicable laws and regulations related to operational practices by developing internal policies and procedures. Keeps informed of changes in economic or market conditions that might impact the regulatory environment. Must be able to review and interpret regulatory changes and administer solutions or strategies to address laws impacting the operational environment
  Provides coaching and counseling to Operations leaders and staff to maximize efficiency and effectiveness. Talks with and listens to Associates and members, answers questions, addresses complaints, and resolves situations while using good judgment and instilling good will
• Actively participates in project implementation, including attending project team meetings, managing assigned projects and completing project deliverables. Identifies and creates strategic project initiatives to meet the changing technological landscape related to ITMs, core systems, application portals, artificial intelligence, digital service support, and data analytics. Creates new member-facing products, or modifies current products, to enhance HFCU value-added offerings
• Manages, maintains, and owns the following operational components: 1) ITM strategic plan, vendor relationship, servicing, regulatory/compliance 2) Account/Loan Origination platform, vendor relationship, updates, and servicing 3) Member-facing QC strategy and procedures 4) Digital services testing, program testing, updates procedures to data processing systems as assigned
• Creates and maintains strategic plan and updates for retail facilities, physical branch operation infrastructure and prioritizes facility plans, security protocols, and collaborates with marketing to ensure appropriate member-facing and staff facing branding and design

Qualifications, Experience, and Skills

• Bachelor's degree in business, finance, Operations or a related field or equivalent work experience In a financial institution
• Seven or more years experience in a financial institution in a retail branch, member service, operations, or contact center environment
• Three or more years of leadership experience in a financial institution in a member service capacity
• Ability to organize and effectively direct subordinates
• Ability to read, analyze, and interpret common financial and technical journals, financial reports, and legal documents
• Ability to respond to common inquiries or complaints from credit union stakeholders
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Familiarity with all aspects of operations. knowledge of financial statements, contract management and oversight, project management and all regulations within the area of responsibility
• Good oral and written communication skills, interpersonal skills, organizational skills, and personal computer skills required with a strong desire to maintain attention to detail and accuracy
• Ability to work with mathematical concepts such as probability and statistical inference. ability to apply such concepts to practical retail situations
• Knowledge of financial institution products, services, and policies
• Knowledge of financial data processing, loan origination, and ITM systems