SVP Operations Support

The Senior Vice President Operations Support will provide vision and leadership in the Operations Support Division which includes Account Services, Membership/Platinum overdraft, transaction processing and monitoring for electronic ACH and online payments and disputes. In addition this position includes the ATM and Card Services Division including technology, ATM balancing, card portfolio management for credit and debit cards, card risk/fraud investigation and prosecution.

The SVP Operations Support reports to the President/CEO.

Responsibilities of the position include:

• Ensures that all areas of responsibility support credit union policies, programs, objectives, and goals.
• Represents the credit union with various regulatory agencies, professional associations, other financial organizations, trade associations, and the public.
• Actively participates as a member of the Asset Liability Management Committee, IT Security Committee, Business Continuity Committee, Project Steering Committee, and other committees as assigned. 
• Is a member of the Credit Union’s Senior Leadership Team.
• Advances employees to their highest potential by identifying individual strengths and areas for improvement to appropriately coach and mentor employees’ performance.
• Demonstrates enthusiastic support of corporate mission, core values and long-term objectives. Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
• Drives delivery of retail services and supports functions focused on quality, performance improvement and standardization to improve workflow, reduce costs, enhance member service and increase productivity.  
• Empowers and fosters staff to establish and maintain strong working relationships with internal and external partners ensuring a collaborative approach to efficient service and support delivery.  
• Leads staff to identify opportunities for continuous improvement within our service and support delivery model and therefore enabling staff to realize how he/she individually contributes to the organization’s annual operating plan.
• Comprehends complex, technical and regulatory subjects and links/applies them to business strategies and translates technical and regulatory language to lay audiences.
• Partners with internal departments to support and deliver information and documentation for examinations and reviews, including but not limited to, NCUA, external audits and internal audits.  
• Directs the identification of areas of operational and compliance risk that could cause monetary, reputation and/or regulatory damage to the credit union.  
• Partners with Technology and Vendors to ensure optimization of core and ancillary systems driving simplification and automation.  
• Responsible for review and awareness of system parameters related to products and services supported by Operations Support. Works closely with Technology and product owners ensuring system parameters are set to provide desired results.
• Leads and oversees development of efficient reporting processes for ongoing monitoring within the Operations Support team.   
• Develops, monitors and controls budget functions within the teams to achieve financial objectives.
• Oversees vendor partnerships and performs vendor management responsibilities.
• Partners with internal resources to support and drive product development and enhancements to meet organizational goals.  
• Approves, coordinates and controls all projects related to selection, acquisition, development, upgrades and installation of major systems. 
• Develops and enforces policy and procedures to ensure the protection of the Credit Union’s assets and the integrity, security and privacy of information entrusted to or maintained by the credit union.
• Perform other duties as needed to support the organization.  

Knowledge, Skills and Abilities:

• Excellent communication skills, ability to simultaneously manage multiple projects in a fast-paced environment, maintain confidentiality, exhibit excellent organizational skills and attention to details.
• Must be analytical and have critical-thinking and problem-solving skills to evaluate processes and systems, identify opportunities and develop solutions driving efficiencies.  
• Ability to collaborate cross functionally and think strategically to guide development of our services and support model.
• Ability to foster a cooperative work and employee development environment; demonstrate performance management skills. 
• Microsoft Suite skills required, data mining tools, preferred.  
• Managerial, operational, and key internal controls, including development and documentation of ongoing process flows.
• Understanding of risk management principles and how they apply to product delivery and network systems.
• Knowledge of strategic and operational planning.
• Knowledge of financial institution economics and trends in the financial industry.
• Knowledge of federal, state and local laws.
• Ability to negotiate and defuse conflict.
• Actively listen to better understand the thoughts, ideas and perceptions of others

Education and Experience

• Degree in Business Management plus ten years related experience and/or training; or equivalent combination of education and experience in a financial institution.

The ideal candidate will hold, or qualify to hold, a position as a Director, or have applicable related experience.