AVP Operations

Job Description

Job Description

POSITION PURPOSE

Responsible for the leadership of the Service Center network, which includes execution of the strategic plan, operations initiatives and achieving service center goals. Oversee the delivery of a full range of services to members and ensure that members are effectively and professionally served following the U1 Values and established policies and procedures. Drives operational consistency. Develops a highly engaged work team, including training / development, coaching and supervision. Promotes and supports U1's mission, values, and culture. Works to support high employee engagement, positive employee relations, and is a cultural champion.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Directly responsible for upholding and overseeing the following :
• Oversees Service Managers while driving consistency in member service across all Service Centers.
• Helps develop and implement operation plans, policies, procedures, and goals that further strategic objectives.
• Meets with Service Manager Team to evaluate and review business plan and goals for effective Service Center operations.
• Serves on committees and coordinates overall Service Center projects.
• Ensures service center security equipment is working and that policies and procedures are followed, and staff are trained in security / safety protocols.
• Ensure U1's brand and service standards are upheld.
• Assumes responsibility for leadership and management of assigned Service Center staff.
• Ensures Service Center Managers establish individual goals for branch staff based on Credit Union goals.
• Holds team members accountable for loan growth, share growth, member engagement, community and business relationships and required competencies, service behaviors, policies, and procedures.
• Provides effective feedback through observations, timely coaching sessions, and one-on-one sessions.
• Ensure and participates in communication of U1 strategic plan and strategies to staff through : quarterly reviews, one-on-ones, staff meetings, and weekly huddles.
• Responsible for selecting team members, engagement, coaching, development and managing talent.
• Ensures 30 / 60 / 90 training and annual site training is completed for Service Center Managers.
• Oversee the budget, strategy execution, and expenses.
• Assumes responsibility for the effective and efficient performance of all assigned service center operations.
• Ensures that Service Center operations are completed in accordance with established Credit Union policies, procedures and applicable laws and regulations.
• Ensure members are promptly and professionally served.
• Handle complex situations, resolving escalated member issues.
• Ensures deepening member relationships / engagement occurs with every member interaction.
• Ensures that services are sold and delivered in accordance with established standards and procedures and the integrity and quality of all Credit Union programs are maintained.
• Gathers information to make sound decisions including documented exceptions and check approval.
• Establishes and maintains effective employee relations.
• Ensures Service Center training is up to date including 30 / 60 / 90s and that training of back-ups is completed.
• Ensures Service Center auditing procedures are effectively conducted and that deficiencies are corrected.
• Conducts follow-up for audits (i.e. Accounting, NCUA, CUMIS, BSA, etc.) and completes response in a timely manner. Resolves issues with training / coaching.
• Ensures adequate overall Service Center staffing levels to maintain service standards.
• Provides recommendations regarding improvements in delivery channels, member support and new products and services.
• Evaluates the department's effectiveness through analyses of department activity / metrics, new account data, and member statistics.
• May represent the credit union at member and public events.
• Responsible for overseeing the following Service Center activities :
• Works with training department and lending on any staff training needs. Ensuring staff accountability thereafter.
• May serve as a member of the Credit Committee.
• Ensures Service Centers are equipped to run smoothly from a technical standpoint. Works with IT on ATM / ITM issues, Accounting with Cash Delivery issues, etc.
• Fills in as Service Center Manager as needed and is able to work in all capacities of a service center.
• Provides back-up support for the VP Operations.

QUALIFICATIONS

Education / Certification :

Experience Required :