POSITION TITLE: Operations Leader
DEPARTMENT: Operations
REPORTS TO: COO
SUPERVISES: Yes
CLASSIFICATION: Exempt
DATE REVISED: July 2025
SUMMARY
The Operations Leader assists the Chief Operations Officer in leading the activities of the Operations Department which includes member services, posting, reconciliations, cash management. and funds transfer services. The Operations Leader responds to and assists members in providing funds management, loan, and investment services including account information, rates, internal transfers, and problem solving. Furthermore, the Operations Leader possesses insight into organizational cash management and workflows, along with a broad understanding of how the Operations Department interacts with the Accounting Department. Assists and provides support in product, service, and system implementations related to the Operations department. Ensures procedures are followed and meet the operational parameters established by NCUA and/or Board of Directors. Responsible for adhering to all BSA/AML/OFAC rules, regulations, policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES (including the following and others as assigned)
- Monitor daily operations and activities of the department and its functions, ensuring all policies and procedures are followed.
- Provide friendly, professional and accurate service and support both internal and external.
- Assist members with information and problem resolution, including any research that may be required.
- Ensure the department provides friendly, professional and accurate service and support to staff and members.
- Responsible for developing and maintaining accurate, effective procedures and internal controls to ensure the most effective level of service.
- Provide direct reports with accurate and appropriate information so they may answer questions, troubleshoot issues, and resolve member issues. Responsible for research and resolution of escalated issues.
- Responsible for establishing and maintaining a training and cross-training schedule that ensures direct reports are appropriately trained in their respective roles and cross-trained to provide the highest level of member service while thoroughly evaluating and making recommendations to the COO regarding personnel and department needs.
- Assist the COO with audit/exam requests related to the Operations Department
- Coordinate with the Operations Director to ensure operational coverage and adequate member support.
- Conduct monthly check-ins with direct reports and provide coaching related to:
- Member service
- Email correspondence
- Handling of Member calls
- Provide monthly report to COO detailing employee/department performance.
- Responsible for adhering to, ensuring, and reviewing compliance of all policies and procedures for Operations Department.
- Daily review of recons.
- Responsible for the performance reviews of direct reports.
- Perform other duties as assigned.
QUALIFICATIONS
- Bachelor’s Degree in Accounting, Finance, Business or related field
- Two years of experience in accounting, bookkeeping or related experience
- Three to five years of management experience in Accounting, Bank Operations or related field
- Excellent data entry skills required
- Excellent 10 key skills
- Working knowledge of Microsoft products
- Excellent communications skills both verbal and written
- Ability to proof, input and balance account information
DEPARTMENT AND/OR JOB SPECIFIC COMPLIANCE REQUIREMENTS
- Adhere to Corporate, departmental and governmental policies and regulations, laws and policies.
- Comply with BSA/AML/OFAC rules, regulations, policies and procedures.
- Ensure that staff is in compliance with all regulations.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
- This position is performed in an office setting.
- Classified as a Traditional In-Office position.
- The work environment and physical demands of this position are representative of similar jobs in comparable companies.