Job Title: Operations Manager - Support Services
Job Type: Full-time
Location: Virginia Beach, Virginia
All of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves. All backgrounds, viewpoints, and life experiences are welcome, knowing this commitment strengthens our credit union family and communities.
The Operations Manager is responsible to the SVP of Consumer Lending for the daily operations of ACH/Wires and Item Processing. Accountable for enterprise member experience results as measured by Net Promoter Scores. Manages internal key performance indicators (KPI's) to ensure satisfactory member and team member experiences are achieved. Ensures transaction processing is accurate, compliant, and within established SLAs in all areas of responsibility. Demonstrates the credit unions values and creates an environment where team members grow and thrive.
Responsible and Accountable for:
Vendor Management:
Managing relationships with third-party vendors, service providers, and technology partners supporting ACH, wire transfer, and item processing operations
Maintaining day to day contract obligations as outlined in vendor agreements; providing guidance for contract renegotiation efforts
Collaborating with vendors to implement system upgrades, enhancements, and new technologies.
Operations Management:
Overseeing all aspects of ACH, wire transfer, and item processing operations, ensuring compliance with regulatory requirements, industry standards, and internal policies
Supervising daily outgoing and incoming wires, Automated Clearing House (ACH) origination procedures, including processing and transmitting files from clients and ACH system processors, FEDWIRE, returns, reversals and reclamations
Ensuring the accurate and timely processing of ACH/Wires, Image Point Teller Capture, Checking, and Remote Deposit Capture
Developing and implementing standardized procedures, controls, and workflows to optimize operational efficiency, accuracy, and productivity ensuring assigned SLAs are consistently achieved
Monitoring operational performance, identifying areas for improvement, and implementing corrective actions and process enhancements as needed
Managing member and team experiences delivered through support teams achieving NPS targets
Overseeing timely resolution of member inquires as assigned
Managing assigned operational budget
Compliance and Risk Management:
Ensuring compliance with applicable regulations, industry standards, and best practices governing ACH, wire transfer, and item processing operations, including but not limited to NACHA rules and Reg E
Developing and maintaining strong internal controls and procedures to mitigate operational and compliance risks
Conducting periodic audits and reviews of payment processing activities to ensure adherence to regulatory requirements and internal controls
Compiling data required by internal and external auditors and/or examiners
Assisting with annual assessments, audit remediation and risk mitigation activities
Organizational Leadership:
Providing strong leadership, direction, and support to the ACH, wires, and item processing teams, fostering a culture of collaboration, accountability, and continuous improvement
Recruiting, training, mentoring, and developing team members to ensure a high-performing, motivated, and cohesive workforce
Championing service excellence in all facets of the business
Fostering strong partnerships across the organization to ensure member experience goals are achieved
Participating in project management as department lead; performing project testing, creating project timelines and/or checklists in executing product strategy; collaborating with vendors to ensure project timeline is being met
Engaging in process or policy improvement efforts, which further the credit union's mission and the support of our members
Proactively identifying opportunities for efficiencies and advancement trends through user groups and partner recommendations
Demonstrating an attitude of service to internal and external members, projecting a professional and friendly image always
Collaborating with other internal departments such as Compliance, Internal Audit, Risk and Retail as needed
Knowledge, Skills, and Abilities:
Knowledge of compliance with the following regulations: Federal Record Retention Rules, NCUA's Privacy Rule and Right to Financial Privacy Act, Regulation E, Reg CC, NACHA Rules and Regulations.
Ability to delegate responsibilities effectively.
Ability to manage an annual expense budget and make budget recommendations for areas of accountability.
Strong analytical skills that lead to identifying business trends and making recommendations for action.
Ability to successfully build strong partner relationships to achieve credit union member experience goals.
Strong written and verbal communication skills necessary for member/team member support and interaction.
Ability to collaborate effectively across departments and with external partners.
Proven leadership abilities with experience in managing teams and driving results.
Ability to support the development of team members through ongoing coaching and performance development conversations.
Strong sense of urgency that lends to quick resolution of issues that impede service delivery.
Proficiency in Microsoft Office and other relevant software applications.
Ability to multitask and prioritize workload in a dynamic environment with high volume.
Ability to pivot quickly and practice flexibility to adapt to challenges and opportunities that require immediate attention.
Detail oriented with strong organizational skills.
Education and Experience:
Education: Bachelor's degree or equivalent experience
Experience: Approximately 3-5 years as an operations supervisor or equivalent position. Proven track record of progressively responsible roles, preferably in financial services
Chartway offers a competitive salary and a comprehensive benefits package. Candidates must have a good credit history for consideration. Salary requirements must be included and resumes must be accompanied by a Chartway Employment Application for consideration.
Chartway Federal Credit Union is an EOE/M/F/Disability/Vet Employer.
If a reasonable accommodation is needed for the job interview process, please contact our Talent Acquisition Team at 1-877-319-4818 extension 74862 or email us at recruiter@chartway.com.
