Operations Services - VP - Deposit and Loan Servicing Operations

The Vice President (VP) of Deposit and Loan Servicing Operations will oversee all credit union functions and operations related to consumer and business loans, lines, and leases. This includes real estate secured, non-real estate secured, auto/RV/marine, and equity products. The role encompasses consumer and business loan, line, and lease documentation, booking, and funding, along with all account servicing activities, such as add-on insurance. Additionally, the VP will manage the opening and closing of consumer and business deposit accounts, along with all related servicing activities, including IRA, CD, escheatment, dormancy, account restrictions, levies, subpoenas, proxies, and record management. The role also includes overseeing a high-touch call center for business member inbound and outbound calls, managing and overseeing outsourced vendor servicing and performance, and acting as the business application owner for approximately 50 systems and applications. Furthermore, the VP will be responsible for centralized deceased account processing and compliance with SCRA, MLA, CCPA, and Privacy regulations. 

Key Responsibilities 

• Oversight of the entire department with up to 200 FTEs. 

• Define and build buy-in for the business unit's strategic vision; implement solutions that deliver the strategy. 

• Lead changes necessary to support firm growth strategy while ensuring Golden level member service and creating a scalable operation within current cost structure. 

• Collaborate with senior management, peers, and partners across the credit union on enterprise and departmental initiatives to accomplish strategic goals and remain within low-mod risk appetite. 

• Leverage data and analytics to solve problems and articulate operational strengths, weaknesses, and ongoing performance. 

• Implement and publish KPIs, KRIs, OKRs with appropriate targets and thresholds (RYG) across people, process, technology, risk, and strategy. 

• Oversee business unit planning, risk, governance, quality, reporting, project management, monitoring, and finance. 

• Stay current on service delivery and technology trends across operations. 

• Improve Performance Across People, Process, and Technology Through Four Key Objectives:

  • Elevate to a High-Performing Team: Manage, develop, coach, and hold talent accountable.

  • Own the Risk: Manage the risk of the end-to-end process within the mandate.

  • Execute Flawless and Efficient Processes: Lead the process owners and managers within the operation.

  • Cultivate Peer Relationships: Foster relationships internally and externally. 

• Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations. 

Experience and Professional Qualifications 

• EXPERIENCE: Minimum ten years of progressively responsible management experience within a financial institution in cards, loan, and account servicing operations. Minimum of five years of direct supervisory experience. 

• KNOWLEDGE / SKILLS: Strong oral and written communication skills, office productivity software, loan and deposit processing, account and loan servicing operations, applicable regulations and procedures, and evolving industry trends Knowledge of the principles and methods of business administration, organizational and time management skills. 

• EDUCATION: Bachelor's Degree in related field or equivalent work experience 

Role scope includes all credit union functions and operations related to: 

• Consumer and business loans, lines and leases including real-estate secured, non-real-estate secured, auto/RV/marine, equity 

• Consumer and business loan, line and lease documentation, booking, and funding as well as all account servicing activities including but not limited to add-on insurance 

• Consumer and business deposit account opening and closing as well as all account servicing activities including but not limited to IRA, CD, escheatment, dormancy, account restrictions, levies, subpoenas, proxies, and record management 

• Business member inbound and outbound high-touch call center 

• Management and oversight of outsources vendor servicing and performance 

• Business application owner of ~50 systems and applications 

• Centralized deceased account processing, SCRA, MLA, CCPA, Privacy 

• 200 FTE 

• Define and build buy-in for business unit strategic vision and implement solutions that deliver the strategy 

• Position is responsible for leading change necessary to support firm growth strategy while ensuring we maintain Golden level of member service, and create a scalable operation within current cost structure 

• Position will collaborate with senior management, peers and partners across the credit union on enterprise and departmental initiatives to accomplish our strategic goals and remain within our low-mod risk appetite 

• Leverage data and analytics to solve problems and articulate operational strengths, weaknesses, and ongoing performance 

• Implement and publish key performance indicators (KPIs), key risk indicators (KRIs), objective key results (OKRs) with appropriate targets and thresholds (RYG) across people, process, technology, risk and strategy 

• Business unit planning, risk, governance, quality, reporting, project management, monitoring, finance 

• Remain current on service delivery and technology trends across operations 

• Improve performance across people, process and technology through four key objectives (as above). 

Elevate to a High-Performing Team 

• Create an inclusive, open and positive work environment by embracing diversity, providing equal opportunities, fostering open communication, promoting collaboration, offering support and resources, and leading by example 

• Execute TRUE performance management through documented annual goals and objectives, quarterly performance check-ins, and year-end performance reviews 

• Assess talent annually against role and level competency expectations; hold leaders accountable to performance and talent management activities 

• Gather feedback on team member support engagement with peers and fellow team members 

• Reward and recognize team members’ contributions  

• Actively engage and invest in the development of team members by providing opportunities for growth, support and mentorship, and recognition 

Execute Flawless and Efficient Processes  

• Own the process.  Know the process.  Document the process. Measure process effectiveness and efficiency. 

• Ensure clarity of roles and responsibilities across team and up-stream and down-stream process owners and managers 

• Eliminate operational re-work and exceptions through continuous improvement and root cause analysis 

• Know and manage processes to ensure they meet member and internal customer expectations, aligned with ‘Golden’ service. 

• Ensure member feedback from operational service surveys is incorporated into process continuous improvement roadmap 

• Maintain appropriate process documentation such as policies, procedures, standards, workflows, RACIs, job aides, and reporting 

• Evolve processes so execution is scalable to meet demand and avoid increasing operational costs 

Own Your Process Risk 

• Understand the components of a risk management framework including lines of defense, risk assessment, control types both detective and preventative, risk appetite, key surveillance points, control effectiveness, inherent and residual risk, breakdowns, governance, escalation and reporting, remediation 

• Know the regulatory requirements applicable to your processes 

• Ensure an appropriate control environment that can be evidence performance within firms moderate to low risk appetite 

• Document and maintain all detective and preventative controls with associated key surveillance points (KSP) 

Cultivate Peer Relationships 

• Maintain professional relationships and transparency of process and team performance both internally and externally 

• Periodically collaborate with internal customers on strategic planning, accomplishments and opportunities 

Skills and Competencies 

Physical Skills, Abilities, And Exertion Utilized In The Performance Of These Task: 

• Effective oral and written communication skills required to manage and evaluate staff, make presentations, prepare recommendations, perform analysis, and accomplish other managerial functions as listed. 

• Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal, smartphone, telephone, and other standard office equipment. 

Organizational Contacts & Relationships: 

• INTERNAL: Management group, Information Technology, Marketing, Lending, Retail, Finance, and Accounting. 

• EXTERNAL: Members, vendors, government agencies, credit union industry associations, and peers in financial institutions. 

PHYSICAL REQUIREMENTS: 

• Prolonged sitting throughout the workday with occasional mobility required.  

• Corrected vision within the normal range.  

• Hearing within normal range. A device to enhance hearing will be provided if needed.  

• Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.  

• Occasional travel locally, statewide, and nationally required to evaluate products and services, network with peers and attend conferences, seminars, and meetings. Overnight travel and evening schedules included.  

• Unusually long work hours may be required to accomplish tasks.  

LICENSES / CERTIFICATIONS: 

• A valid driver's license. 

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

Pay Scale:  $196,300 - $225,000 

At Golden 1, we go above and beyond for others — and that includes our team members. We offer an excellent benefits package, tuition reimbursement, training opportunities, and scholarships for our employees’ dependents.