Manager, IT Operations

Reports to: VP, Infrastructure

Supervises: 4 (Direct) 0 (Indirect) 

 ESSENTIAL FUNCTIONS

• Actively monitor the core, operations automation, and imaging system to ensure secure, optimal and highly available operation., planning, priority setting, and staff management.
• Facilitate the design and development of applications for departments. Act as a key technical Tier 2 liaison between core systems users, vendors, and IT. Provide project support for projects related to the core banking solution.
• Develop and maintain effective and productive working relationships with user departments, senior managers, and vendors.
• Act as primary contact for core system problems. Analyze, debug, test, and document problems or recommend solutions that involve new applications affecting the core banking solution. Follow up on problem resolution and inform clients of status. Test and debug all programs before launching them into production.
• Manage and support SQL Server database platforms and reporting systems and data warehouse service team members.
• Provide guidance and support to the operations team members who perform operations related tasks.
• Monitor user proficiency in applications and assist with production of materials for on-going training. Ensure that all core system related updates are communicated to users. Update online scripts to reflect any resulting changes in systems, departmental procedures, or policies.
• Coordinate application enhancements to core banking, operations automation, and imaging systems, including analysis, design specifications, documentation, and liaison between vendors and clients.
• Develop PowerOn(repgen) programming, customize the core banking system to update current, or facilitate new functionality when needed.
• Develop automations and scheduling for all scheduled jobs which support the credit union operations.
• Participate in Credit Union management issues through standing and ad hoc committees.
• Perform other related duties as assigned.

EDUCATION/ EXPERIENCE

• Five years to eight years of similar or related experience.
• Equivalent to a college degree (BS or BA in a relevant field).

OTHER SKILLS AND ABILITIES

• Thorough knowledge of IBM hardware systems, system software, networks, and application software development.
• Expert knowledge of database systems and reporting tools.
• Previous financial institution and USERS software experience preferred
•  Must have excellent resource management, project planning, and communication skills.
•  Must be able to work and travel independently and use general office equipment.
•  A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. 

PERFORMANCE MEASUREMENTS:

• To stay informed of current trends affecting the financial services industry.
• To establish and maintain an effective relationship with user departments, senior managers, and vendors.
• To ensure compliance with Credit Union policies and procedures.
• To identify opportunities to improve services to the company and/or its customers through use of new products and technologies.

 SERVICE STANDARDS:  

• Own the Issue

o    Build confidence that you will help through your words and actions.  

o    Minimize the team/member’s effort.  

• Personalize the Experience

o    Show that you care about the person and the issue.  

o   Adapt to the team/member’s pace, style, and emotional tone.  

• Be Authentic

o    Be genuine.  

o    Be present in the conversation to avoid sounding mechanical.  

• Understand, then Solve

o    Aim for one-call resolution.  

o    Address the underlying issue vs. just the request.  

o    Be crystal clear on next steps.  

• Be Curious to Exceed Expectations

o    Pick up on cues and clues indicating other needs.  

o    Engage in conversation to discuss broader needs.  

o    Help the member access additional resources, products, and services to gain more value.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 WORK ENVIRONMENT:

Typical office – no hazardous or unpleasant conditions.

We are an EEO Employer 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Supervisors as deemed appropriate may assign additional functions and requirements.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. 

Job descriptions are not intended and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.