Operations Manager

Summary

The Operations Manager is responsible for working side by side with the Branch Vice President to ensure their branch consistently meets or exceeds the assigned production goals. Operations Managers must actively engage all staff in meeting assigned goals and must ensure all branch staff adheres to the Sales Audit Program. Achieving a Sales Audit rating of “Meets Standards” or better is required. The Operations Manager supervises, coordinates, and schedules activities of branch employees. Monitors work for adherence to established policies, procedures and regulatory compliance. Anticipates the need to take action and adjusts accordingly to provide a consistent level of outstanding member service. As staffing levels dictate, Operations Managers will perform all operational and platform duties, including accepting and processing loan applications, compiling loan packages, opening new accounts, and handling member transactions, inquiries and complaints.

Essential Functions

1. Perform all regular operational and platform duties as needed to ensure members always receive quality member service. This includes, but is not limited to, members’ transactions normally conducted at a teller window, accepting and processing all types of loan applications, compiling loan packages, opening new accounts, and handling member transactions, inquiries and complaints.
2. Responsible for branch cash limit adherence and maintaining branch cash supply to adequately meet member service demands. Assign cash and transaction limits for branch staff and monitor for adherence. 
3. Must participate in activities as assigned by the Branch Vice President to achieve branch sales goals, which include telemarketing, in-branch promotions, cross-selling and up-selling.
4. Must meet or exceed individual assigned goals.
5. Document and maintain on-going performance records. Provide ongoing performance feedback; including annual evaluations, recognition of positive performance, coaching sessions and disciplinary action as applicable.  
6. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
7. Responsible for the overall operational integrity of the branch. 
8. Responsible for daily processing and balancing of all negotiable items and machines; such as checks received, checks issued, cash drawers, and ATM machines.  
9. Research and resolve member inquiries and/or complaints in a timely manner.
10. Maintain records to verify posting and balancing accuracy.  
11. Ensure that platform staff is trained in teller and back-office duties and provides assistance in these areas as member service needs dictate.  
12. Assist subordinates in locating and reconciling posting errors.  
13. Administer an ongoing cross-training process to provide back up for all branch functions.
14. Work within the assigned FTE allowance, develop schedules to adequately meet member service demands.   
15. Assign duties and examine work for exactness, neatness, and conformance to policies and procedures.  
16. Study and standardize procedures to improve efficiency of subordinates.
17. Obtain level of knowledge and understanding of procedures/processes to supervise and coach others in all areas of branch operations.  
18. Provide on-going training to all branch employees in required practices and procedures, including hold-up and robbery, regulatory compliance (i.e. Regulation CC) and credit union philosophy.
19. Must maintain current knowledge in all previously completed training classes and courses and must attend all new training as developed and implemented.
20. Must be able to travel to other locations to attend training classes and work at other branches on short notice as business needs dictate.
21. Promote and maintain a positive and productive work environment. Resolve grievances promptly.
22. Must work well under pressure, meeting multiple and sometimes conflicting deadlines.
23. Must at all times, demonstrate cooperative behavior with colleagues and supervisors
24. Other duties as required.

Required Skills and Abilities

1. Ability to write routine reports and correspondence and ability to speak effectively to members and employees.
2. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio and percent.
3. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
4. Ability to deal with problems involving several concrete variables in standardised situations.
5. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
6. Ability to perform advanced input/output functions on the credit union computer systems that relate to account and general ledger postings.   

Education and Experience

1. High School diploma or equivalent. 
2. Five years credit union/financial institution experience with strong foundation in cash handling and branch processes preferred.  
3. High knowledge of basic computer functions and programs.  
4. Advanced knowledge of Office programs required. 
5. Strong organizational and leadership skills are required.
6. Successful completion of required training courses as specified by the Talent Development Center.

***Required training courses must be completed within the 6-month period if employee is not promoted within the company.

Physical Requirements and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

1. Continuous standing or sitting for up to 8 hours per day.
2. Reach across the teller station counter to comfortably count out/hand cash to members
3. Must be able to lift up to 25 pounds.
4. Intermittent walking, squatting and bending

The preceding list of duties does not include all tasks and responsibilities that may be required with this position. Additional tasks may be assigned, as departmental and operational needs require.