Operations Manager, Credit Union

About This Role

The Operations Manager leads end-to-end operational support for members and internal teams within a credit union, ensuring accurate, efficient, and compliant service delivery. The role serves as the primary contact for member-facing teams, providing guidance, managing escalations, integrating new back-office responsibilities, and driving workflow improvements. This position suits a leader who can oversee account maintenance, Trust/IRA administration, DMV/title operations, payments, wires, mail, and regulatory compliance, while also managing system upgrades, new product implementations, and key operational processes.

Responsibilities

• Lead end-to-end Operations support for members and internal teams, ensuring efficient, accurate, and compliant service delivery
• Serve as the Operations ambassador and primary contact for member-facing teams, providing guidance, managing escalations, facilitating the integration of new back-office responsibilities into Operations, and driving workflow improvements to enhance efficiency and empower frontline teams
• Manage daily Operations functions, including account maintenance, Trust and IRA administration, deceased/inactive/dormant accounts, and DMV/title activities
• Manage key processes—payments, wires, mail, levies, subpoenas, and warrants—ensuring regulatory, procedural, and audit compliance
• Own DMV and title-related operations, including lien perfection oversight, issue resolution, and coordination with vendors, state agencies, branches, and internal teams, ensuring adherence to all regulatory requirements and mitigating operational and compliance risk
• Oversee and manage key operational processes, including member statements, tax forms, backup withholding, escheatment, deposit rate changes, system upgrades, and new product implementations, ensuring accuracy, regulatory compliance, and seamless execution across all impacted areas
• Develop, maintain, and serve as the subject matter expert for Operations and DMV/title policies, procedures, and job aids, ensuring appropriate controls and risk mitigation
• Monitor key operational metrics, identify trends, and lead cross-functional process improvements to streamline workflows, enhance efficiency, and elevate the member experience
• Ensure timely completion of assigned tasks and projects by setting clear priorities, managing deadlines, and maintaining consistent follow-up with leadership, while demonstrating the ability to manage responsibilities effectively at any level to support operational goals
• Regularly meet with each team member to coach and mentor to ensure alignment around FFCU’s mission, vision, and values
• Provide team members with training, tools, and resources to successfully perform their jobs
• Hold teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed