Retail Operations Support Manager

Salary: $93929.472 - $117411.84 annually.

This position will report to the VP of Retail Operations.

Location: Eugene, OR – This position is hybrid, (both onsite and remote) in Oregon.

OCCU is here to enrich lives. We do this by hiring tenacious, humble, and big-hearted individuals who are driven to work hard; contribute to an outstanding member experience; support their community through volunteering and advocating for community needs and are dedicated to their own individual growth and development.

The Retail Operations Support Manager plans, directs and coordinates operational processes to ensure compliance and adherence to policies, procedures and internal control requirements. They partner with branch leadership to review internal processes, share best practices and identify opportunities for efficiencies and enhancements.

Leadership:

• Hire, schedule, develop, coach and assess assigned team members which results in a highly functioning and effective organization that results in a competitive advantage of providing best in class member service.
• Develop goals for each team member which align with organizational goals.
• Oversee performance management with the guidance and assistance of Human Resources if it moves into disciplinary action.
• Ensure all assigned team members have a development plan in place.
• Conduct regular feedback and development meetings with all assigned team members.
• Maintain a cohesive, highly trained and motivated team who effectively meet daily department demand and long-term organizational goals.
• Provide consistent communication to their teams to ensure they understand the objectives and organizational goals and how each contributes to these.
• Consistently monitor communication channels and ensure that priority messages are being shared with teams.
• Encourage team members to consistently improve processes and use available resources to automate and create economies of scale when possible.
• Drive constant improvement in both Employee Engagement Scores and Net Promoter Scores.
• Lead team members through change management effectively when required.
• Establish and maintain commitments and professional business relationships with team members, members, vendors, the community, professional organizations and credit union trade organizations.
• Work collaboratively with other areas with a focus on positive outcomes and meeting goals and set other agendas aside.

Role Specific:

• Consistently demonstrate alignment with OCCU vision and values.
• Conduct leadership visits to branches to evaluate operations and provide operational training, guidance and information to branches.
• Closely monitor branch operations relative to compliance standards and internal policies and procedures. Ensure that appropriate steps are taken to correct unsatisfactory conditions.
• Review branch audit documentation, actively participate in audits and lead remediation efforts based on audit findings.
• Partner with Organizational Development to continually improve training programs for branches. Assist with onboarding and ongoing mentoring of branch leaders.
• Participate in the development and updating of branch procedures and other knowledge assets in alignment with OCCU’s standardized processes for knowledge management.
• Ensure branch compliance with new and updated procedures that impact operational tasks or compliance.
• Review branch checklists, logs and other operational assets to ensure they are updated and consistently adhered to across the branch network.
• Develop reporting of internal audit findings and provide routine progress updates to branch leadership.
• Assist with branch production campaigns.
• Build strong relationships with internal partners to ensure communication is flowing and that the branches continue to support partner initiatives.

To thrive in this role, you must have:

• A minimum of five years of financial services experience.
• A minimum of three years of experience successfully and independently managing one or more branch locations.
• Strong branch operations background with demonstrated knowledge of certifying and auditing branch processes. Must have a working knowledge of branch functions including teller transactions, new accounts, maintenance, and basic consumer lending.
• Heightened attention to detail as well as identification and evaluation of risk.

Bachelor’s degree required and/or demonstrated experience driving measurable business outcomes.

An equivalent combination of experience and education that demonstrates the knowledge, skills and abilities required for the position will be considered in lieu of the outlined requirements.

Qualified candidates for this position will have the relevant education and experience necessary to perform the essential functions and meet the minimum performance expectations for this position with or without accommodation.

OCCU offers a robust compensation and benefits package including:

• Low-cost medical, dental, and vision insurance.
• 401(k) retirement plan with employer match.
• Paid time off in addition to 12 paid holidays.
• Tuition reimbursement for eligible education and training.
• Company-paid long-term disability.

OCCU is an Equal Opportunity Employer.

Salary : $93,929 - $117,412