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Operations Support Manager

Credit Union West
Glendale, AZ
  • Expired: over a month ago. Applications are no longer accepted.
Job Description: Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the ninth year in a row (2013-2021)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction. Credit Union West continuously looks for ways to improve employee satisfaction and experience. We recently raised our minimum hourly wage to $20 per hour. In addition to high paying wages, Credit Union West also offers the following: Full-time employees receive 100% paid health, dental & vision insuranceEarn incentives up to 15%, depending on position401K plan with employer matching funds up to 5%Tuition reimbursementGym membership reimbursementPaid time off for holidays, vacation, and sick daysRemote work for various positionsDiverse and inclusive workplaceCredit Union West membership and discounts Be part of our award-winning team! POSITION PURPOSE Enhances the quality of life for our members and employees by meeting or exceeding their service expectations. Manages daily operations of the Operations Support Department, ensuring member and employee service objectives are well met and/or exceeded, supporting all applicable delivery channels. Actively supervise, coach, train and direct the Operations Support staff. Responsible for following company procedures, applicable laws and regulations to ensure accuracy in handling of specialized accounts. Specialized accounts include but are not limited to, Deceased Members, Trust, Estate and Business. Responsible for achieving and exceeding all established service levels within department metrics, established service level agreements, and service quality. Tracks, develops, and maintains the validity of all internal and member facing operational documents for Branch Operations. Responsible for updating any related document management systems to support all operational activity. Ensures all materials are within compliance, quality assured and properly maintained. ESSENTIAL FUNCTIONS AND BASIC DUTIES Supports the mission of the Credit Union by enhancing the quality of life for our members and employees, by providing accurate and timely service, building member trust and loyalty, delivered in a professional member friendly environment. Effectively leads and supervises Operations Support staff, ensuring optimal performance and the achievement of service objectives.Directly supervises the Operations Support department. Ensures that high quality work and efficiency operations are maintained. Ensures that personnel are effective and optimally used. Ensures operations are well coordinated with partnering department’s processing, thereby facilitating “one and done” service for the members and staff.Effectively provides leadership through being a positive role model, goal setting, coaching, and ongoing communication.Conducts regular meetings and dialogues with Operations Support employees to further develop, provide feedback and direction. Discusses areas needing improvement and changes in procedure.Tracks individual progress, conducts periodic one-on-one coaching, and performance appraisals for Operations Support staff. Formulates and implements corrective actions as needed. Recommends promotions for employees as appropriate. Responsible for the efficient, effective, and professional completion of Operations Support functions. Monitors performance to ensure all established service level minimums are met related to established Operation Support metrics, and other internal and external correspondence and service level agreements.Ensures that Operation Support operations further credit union strategic plans and objectives are in accordance with established policies and procedures.Monitors the performance of the Operations Support and ensures that established budgets are met.Utilize all tools, reports, software programs available to determine optimal staffing schedules, call and service trends, opportunity areas for increased efficiencies.Provide statistical reporting, forecasting, and trend analysis to management. Make recommendations for improvements to ensure service levels are being met and/or exceeded. Proactively communicate ideas to the Director of Digital Delivery & Member Experience.Effectively oversee multiple digital service channels including emails, chat, and CRM.Keeps management informed of department activities, progress toward established objectives, and of any significant problems. Request assistance when necessary.Embraces a mindset of change agility by effectively implementing changes to established policy and procedures within the contact center as communicated by management. Responsible for establishing and maintaining effective, professional business relations.Maintains close relationships with multiple departments to reduce process inefficiencies, streamline and centralize information. Works cohesively with the Learning & Development Department to ensure supporting information is available to employees.Serves as a technical liaison between Branch Operations and Information Technology, to provide a full circle understanding of issues, requests, and enhancements to all areas.Ensures that all member and employee questions and complaints are resolved in a timely manner.Completes research and resolves documentation errors or discrepancies on member issues.Oversees the workflow process for deceased accounts ensuring full review and appropriate funds distribution. Works closely with Executive Management, Administration and contracted legal counsel to review legal documents such as Powers of Attorney’s. Provides direction and expertise on specialty accounts such as Trusts, Estates and Conservatorships. Ensures due diligence reviews are conducted on all Business Accounts prior to account opening to ensure compliance, accuracy, and employee support. Ensures that member and employee requests and questions are promptly resolved. Ensures that members and employees are informed of credit union services and policies. Ensures that the Credit Union's quality reputation is maintained and projected. Serves as a support resource to Credit Union West Employees:Maintains an extensive knowledge of Credit Union West products, systems, and services to support a large variety of staff needs and questions. Thoroughly understands policies and procedures as they relate to any of the specialized accounts offered at Credit Union West.Responsible for developing, reviewing, and updating Branch Operations procedures and reference material both internal and member facing.Ensures that all communication is professional, grammatically correct and service-centric, providing service driven quality responses to inquiries and problem resolution requests.Maintain document management systems and help train employees on efficient system usage.Serves as a primary resource for questions about operating procedures and policies. Responsible for Program Management and Project LeadershipActively participates in project teams, meetings, and assignments. Successfully leads project teams as assigned.Implements and optimizes processes across the organization with a focus on the member experience. Oversees CRM system and responsible for collaborating with departments to create, update and maintain service and contact events. Oversees Appointment Scheduling system and responsible for supporting increased department adoption, enhance features and accurate use of the platform. Partners closely with Branch Operations and IT to ensure successful program use and timely updates of various programs, including but not limited to: Internal appointment schedulingDirect deposit and ACH switch OLB and Mobile Banking CRMMember Satisfaction Surveys Periodically conducts quality assurance to ensure accurate use of platforms. Reports findings to management. Supports the ongoing training of staff as necessary. Working with the Director of Digital Delivery & Member Experience, cultivates and maintains a close relationship with program vendors.Efficiency Task Force (ETF)Maintains a lead role within the Efficiency Task ForceUtilizes available tools and programs to timely and accurately track and report on ongoing and completed projects. Effectively collaborates with multiple departments in order to support approved employee submissions/projects through to completionProvides statistical reporting, forecasting, and project analysis (ROI, ROA, KPI) to management.Effectively models strong leadership by embracing core values and strong use of compelling communicationMaintains good working relationships with project team-members to motivate and promote timely completion of project tasks.Member Care TeamLiaison to all areas involved in the Member Care TeamPartner closely with the Director of Digital Delivery and Member Experience to compile and analyze data and trends and complete quality assurance reviews of documentation and processes. Leads quality support and drives consistency related to assessment/evaluation results and findings. Responsible for related functions as required or assigned.Ensure Credit Union West’s quality reputation is maintainedResponsible for establishing and maintaining effective coordination and working relationships with team members, other departments and members of management.Keeps supervisor informed of area activities and any significant problems or concerns.Keeps work area clean, secure, and well maintained.Attends trainings, meetings, and serves on project teams as directed.Able to effectively act in the capacity of any Operations Support position, as needed.All other duties as assigned by management. QUALIFICATIONS EDUCATION/CERTIFICATION: Equivalent to a two-year college degree or completion of a specialized course of study at a business or trade school. REQUIRED KNOWLEDGE

Credit Union West

Address

Glendale, AZ
85307 USA

Industry

Business

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