Manager Operations Services - Credit Union

Company Name:
Alton Consultants
The Manager of Operations and Banking Services Manages Quality Assurance for all Deposit and Loan Accounts, Operations for all Deposit products, Vendor Management Program, Core Systems Security Admin, Document Vault, and Reception functions.
Principal Duties and Responsibilities:
Manages the quality assurance process for all Deposit Products. Provides Retail Branch management with meaningful and timely reporting on error rates and opportunities for improvement. Works with Retail Branch and Express Services management to identify reasons for errors and adapt processes to minimize exceptions.
Ensures that Core systems accurately support the deposit product features and functionality including but not limited to: the accurate calculation and tracking of fees and member rewards and ODP processing. Ensures accurate and timely member statements and regulatory reporting. Participates in the design and testing of new or updated products/features. Participates in a periodic audit of systems functionality and researches and reports on identified systems concerns.
Manages the post-closing quality control function of consumer, business and mortgage loans to ensure compliance with policies and procedures, appropriate regulations and secondary investor requirements. Ensures that all consumer, commercial and mortgage loan collateral is properly secured, recorded and released to protect the security interest of the Credit Union. Ensures that loan payments are properly applied to principle, interest and/or escrow and the appropriate general ledger accounts. Researches and clears outstanding items on a timely basis for general ledger accounts assigned to Operations. Reports findings to the appropriate department/branch management.
Manages account maintenance, IRA transactions (for self administered IRA program), dormant, trust, Certificate of Deposit, Membership Officer functions for member and business account activities, and to provide service and support to internal and external customers/members and to ensure regulatory and procedural compliance.
Manages the administration of access to key Core systems such as Spectrum (including changes to employee commands and F&T codes) ensuring the addition, deletion and changes to employee access on a timely basis. Oversees administration of card access system and software for Headquarters. This duty also includes the proper maintenance of "employee accounts", to designate them as such for reporting and tracking purposes. Coordinates the annual audit of Core Systems access and the supporting management approval process.
Serves as program manager for Vendor Management program including developing and implementing guidelines for vendor RFP process, initial and on-going vendor due diligence including review of annual SAS 70s and SSAE16s, contract review process, measuring vendor performance against contracted expectations, identifying and managing vendor risk and ensuring regulatory compliance by third party providers.
Manages the centralized Document Vault, and all related activities, to safeguard all member loan and account documents, and to enable efficient record maintenance, retrieval and retention. Oversees QA process for Records Management.
Manages the Baytree Headquarters reception function, facilitating visitor entry and ensuring only authorized access beyond the secured building and parking areas.
Recommends and implements changes to processes which maintain compliance and streamline workflow utilizing automation whenever possible. Updates Operations and Security Manuals, as necessary, and communicates changes effectively. Ensures consistency at all times between documented procedures and actual processing.
Develops, improves and maintains the performance measurement process for Operations positions ensuring that the primary duties of each position are measured and managed.
Remains current in all aspects of compliance with regards to deposit account maintenance and loan servicing.
Member Service:
Ensures that Operations staff responds quickly and courteously to internal and external inquiries, works collaboratively to resolve issues on a timely basis, and strives to provide exceptional service. Responds timely and professionally to member complaints.
Planning and Project Management:
Drives the development of department strategies and goals in order to support mission, vision, strategies and objectives. Formulates strategic plans for department to meet individual production and compliance goals.
Serves as project manager for credit union initiatives focused on effective service delivery through efficient workflow.
Prepares annual budget projections for the department, operates within its guidelines and monitors departmental performance in order to operate within financial objectives.
Uncommon Management and Core Values
Consistently demonstrates Uncommon Management skills and Core Values
Other Duties and Responsibilities:
Performs certain duties of the VP of Operations, during position vacancies and extended absences.
Communicates extraordinary employee achievements to the VP of Operations in order to recognize outstanding performers.
Education and Training:
Two years of college is preferred, plus additional course work gained through industry related or financial institution sponsored courses.
Prior Experience:
5+ years experience in a financial institution including a minimum of three years prior supervisory/management experience.
Knowledge and experience with regulatory compliance as related to retail product delivery and maintenance.
Knowledge of deposit product operations, systems and processes
Knowledge of consumer, mortgage, investor and business loan documentation and compliance requirements.
Knowledge of vendor management programs/processes.
Knowledge of products, services, rates, processes, and governmental regulations.
Ability to set priorities, solve problems, exhibit outcomes oriented behavior, and demonstrate negotiating skills.
Ability to effectively present information and respond to questions from groups of managers, clients, customers (members), and the general public.
Ability to write reports and business correspondence.
Ability to define problems, collect data, establish facts, analyze statistical data and draw valid conclusions.
Demonstrated project management skills.
Ability to create meaningful management reporting
Ability to solve practical problems and deal with a variety of concrete variables.
Intermediate knowledge of Microsoft Windows applications (such as Word, Visio and Excel) preferred.

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