Operations Quality Control Manager

ABOUT:

People helping people. That's what a credit union, and in particular Navigant Credit Union, is all about. Our mission is to improve the financial well-being of the families, businesses, and communities we serve, and have been since our founding in 1915.

Now at more than $3 billion in assets, Navigant Credit Union is among the largest credit unions in Rhode Island, yet still maintain our community-driven values.

Those values-and our belief in putting people first-are just a few of the reasons why Navigant Credit Union has been named "Rhode Island's Best Place to Work" year-after-year by the Providence Business News.

Our Core Values consist of "Leadership, Unity, Caring, and Integrity" are the guiding principles for our organization. They are the qualities and/or traits that we consider a high priority for Navigant Credit Union employees.

Our company prides itself on demonstrating community-based values and investing in our workforce, while exceeding member expectations. We offer tremendous opportunities for professional development, career advancement, and a best-in-class benefits package including a rich medical and dental plan, vision benefits, a robust 401(k) with a generous employer match, tuition reimbursement, competitive salaries, paid volunteer days, and opportunities to give back to the community.

If you believe you'd be a great fit, and are interested in joining our team, submit an application today!

ABOUT THE ROLE

The Operations Quality Control Manager is responsible for the oversight of the day-to-day activities of the Retail Operations Representative that oversee the Quality Control activities related to service delivery to internal and external members, quality assurance and departmental collaboration. The Operations Quality Control Manager will oversee quality assurance on all deposit accounts ensuring conformance with state and federal regulations. In addition to supporting the back-office customer account maintenance and servicing functions, the Operations Quality Control Manager will be responsible for leading and driving results for the Operations Quality Assurance initiatives. Ensures all departmental personnel deliver exceptional member service, aligned with the credit union's core value and mission statement. Manages escalations in a professional manner to maintain positive member relations.

WHAT YOU'LL DO

1. Manages and directs retail operations' employees to ensure a trained, motivated, and highly engaged professional staff capable of providing efficient and effective service delivery and operational excellence. Interviews, recommends for hire, schedules, assigns work to, establishes performance expectations, and recommends the necessary discipline and/or discharge of subordinate staff members, while maintaining required personnel documentation. Coaches and counsels' staff on an on-going basis.
2. Establishes and monitors performance expectations, performs continuous coaching and conducts performance management responsibilities to include completing evaluations and employee professional development responsibilities. Recommends corrective action for team members, as necessary.
3. Gathers information by observing workflows, reading policies and procedures, and conducting employee interviews to improve operational efficiency.
4. Oversees the account, person and organization quality control for consumers, fiduciary and organization accounts including reviewing / requesting supporting documentation in accordance with Navigant's policies and procedures.
5. Oversees the review and digital storage of legal documents which includes Fiduciaries (i.e., Power of Attorney, Trusts, Estates, Guardianship and Rep Payee) and Organizations (i.e., LLC, LLP, Sole Prop, Corporation, etc.) to ensure proper account structure.
6. Oversees the duties of an IRA Administrator including end of year processing /reporting, member letters, and tax forms.
7. Oversees the annual regulatory functions which includes Non-Resident Aliens, Annual B Notices, IOLTA reconciliation and Abandoned Property.
8. Oversees and manages the Deposit Operations departmental related audits including the annual completion of risk assessments within WolfPAC.
9. Assists in testing new core system applications/modules as well as new releases for existing modules including performing release management, new products/services, modules, etc.
10. Works collaboratively with the learning and development department related to new hire onboarding and refresher training related to Operations functions.
11. Stays abreast of applicable federal and state rules and regulations related to ACH, Reg E, Reg CC, Reg DD, TISA, and legislations that may impact the Credit Unions programs.
12. Works collaboratively with the First, VP, Operations on new organizational projects / strategies to improve cost effectiveness across all business lines.

QUALIFICATIONS:

Education

High school diploma or equivalent (GED) education required. College courses in Business, Finance, or related field preferred.

Experience/Skills/Knowledge:

1. Minimum of five years of financial institution experience.
2. Minimum two years previous management experience with demonstrated ability to lead teams effectively required.
3. Demonstrated knowledge of deposit account regulations and compliance requirements.
4. The ability to communicate clearly and precisely, ability to demonstrate analytical, organizational, and critical thinking skills for process improvement required.
5. Strong member/customer service orientation required in alignment with the credit union's mission and core
6. Must possess excellent verbal, written, telephone and interpersonal communication skills.
7. Ability to manage multiple projects/priorities simultaneously in an effective manner required.
8. Demonstrates analytical, organizational, and critical thinking skills for process improvement required.
9. Ability to deal with highly confidential information required.
10. PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Teams) and the Internet, core banking systems and ancillary credit union systems related to the retail operations function.
11. Travel required.