Manager - Statements Letters and Notices

TITLE: MGR - STATEMENTS, LETTERS AND NOTICES
STATUS: EXEMPT
REPORTS TO: VP - ACCOUNT SERVICES OPERATIONS
DEPARTMENT: DEPOSIT ACCOUNT SERVICING
JOB CODE: 11739

PAY RANGE: $119,300.00 - $130,000.00 ANNUALLY

GENERAL DESCRIPTION:

The Manager of Statements, Letters & Notices is responsible for leading a team of Program Managers and Analysts/Operators that provide support for all operational member communications, including statements, letters, and notices. Responsibilities include management of the vendors responsible for print/digital services for the Credit Union, monthly member statement validation, updating existing member communications, and developing new communications. This leader will also establish and ensure existing controls and reporting are working as designed and will recommend/implement additional controls as needed.

The manager will participate in multiple projects simultaneously and provide updates and recommendations that include timelines and high-level project overviews which include how changes impact the department/organization. These projects will focus on the credit union print production/mailing needs, digitizing communications (forms, documentation, account statement messages, brochure maintenance and inventory and notices), and enhancing the efficiency of delivering communications to our members. This includes understanding project goals, deadlines, and financial boundaries to best allocate resources, benchmarking, scheduling project deadlines, and general coordination.

The manager will also be responsible for leading the team to ensure quality assurance and accuracy, ensuring that all content meets the state and federal laws and regulations related to credit union compliance. Create, review, update and validate department workflows with operational improvements. Assist with the maintaining of satisfactory audits and examinations.

TASKS, DUTIES, FUNCTIONS:

1. Lead team of Program Managers and supporting staff to manage the delivery of all operational member communications (member statements, letters, notices, etc.).
2. Manage the vendor relationships, along with key initiatives, of print and digital delivery services for the Credit Union.
3. Collaborates with organization stakeholders to determine their communication needs and how to incorporate into established processes.
4. Establish and maintain efficient review processes for all new communications and edits to existing communications.
5. Continually review existing and alternative systems for cost effectiveness and suitability and make recommendations to senior leadership as appropriate. Monitor order usages, volumes, and periodically meet with vendors to discuss and coordinate upcoming changes, outstanding issues, low volume stocks and other issues.
6. Actively participate in budgeting and re-forecasting processes. Recommend optimal production quantities, as well as distribution channels, and mailing/digital delivery strategies based on monthly usage reports. Ensure all vendor invoices are audited with the necessary documents attached, paid timely, and accurately. Research, analyze, identify alternatives and recommend improvements for operational efficiency. Update and maintain department procedures and manuals
7. Ensure subordinate managers, supervisors and professionals adhere to defined internal controls.
8. Work closely with leaders of other companywide transformation initiatives and manage inter-dependencies.
9. Contribute to the growth and development of Golden 1 products and service delivery.
10. Lead engagement planning and budgeting; mobilize and manage engagement teams.
11. Coach and provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff.
12. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance.
13. Identify, develop, and deliver on change management initiatives through day-to-day management, change agents and targets. Manage communications and interactions with leadership sponsors and staff as appropriate.
14. Foster a positive work environment for each team member; promote skill development, coach for improvement and growth, inspire others through words and actions, ensure positive employee morale throughout Golden 1, and embrace our mission, vision, and core values. Lead direct reports in the development and execution of customized action plans to help improve employee satisfaction to target levels.
15. Develop and maintain contact with top decision makers; organize, participate, and/or lead teams in the proposal development process.
16. Ensure external best practices are identified and analyzed for applicability to Golden 1.
17. Provide weekly and monthly progress, production, and accomplishments reports.
18. Perform other duties as assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Exceptional oral and written communication skills required to interact with credit union staff, management, and member channels.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone.
3. Must be able to work on own initiative; ability to work under pressure and tight deadlines; may be required to work extended hours.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL:  All levels of staff and management.
2. EXTERNAL:  Members, credit reporting agencies, branches, Business Contacts, and others as needed.

QUALIFICATIONS:

1. EDUCATION: Bachelor’s degree in related field strongly preferred. MBA preferred. Additional work experience may be considered.
2. EXPERIENCE: Minimum 7 years or more experience in managing projects, communication delivery, and business analytics, with a focus on process design. Minimum 5 years direct supervisory/management experience.
3. KNOWLEDGE/SKILLS:  

·       Program development and management.

• Excellent communicator, collaborator, and influencer.
• Maintain and keep current knowledge of financial industry products and operations, plus the regulations and policy surrounding these products.
• Ability to coordinate discussion across large groups, distil multiple views, drive consensus, and deliver valuable solutions.
• Team building, leadership abilities. Able to motivate and inspire.
• Process improvement.
• Business case creation.
• Business analysis.
• Ability to present ideas and analysis to the executive level.
• Ability to create presentations and discuss programs, products, services, and goals.

PHYSICAL REQUIREMENTS:

1. 1. Prolonged sitting throughout the workday with occasional mobility required.
   2. Corrected vision within the normal range.
   3. Hearing within normal range.  A device to enhance hearing will be provided if needed.
   4. Ability to lift 15 lbs. as may be required. 
   5. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
   6. Unusually long or inconsistent hours may be required to accomplish tasks.
   7. Travel may be needed to accomplish tasks. Overnight travel is sometimes necessary. Occasional weekend and evening schedules required.

LICENSES/CERTIFICATIONS:

1. A valid California driver’s license and a clear driving record are required.

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.

REV. 10/01/2024