Director of Operations

In the broadest sense, the Director of Operations’ primary responsibility is to ensure that Credit Union of Atlanta’s lending (consumer, real estate and commercial), collections, contact center and branch personnel, retail operational, security, systems infrastructure and delivery channels support the outstanding execution of its current programs and services, while making sure the organization remains a leader in the financial services arena. The incumbent in this position will lead the credit union to its next level in service delivery, excellence in delivering the member experience, operational expertise, and will inject a demonstrated ability to define and implement process improvement initiatives, project management processes and systems that sustain continued growth in today’s evolving marketplace. Qualified candidates for this role must possess exceptional leadership and influencing abilities, a comprehensive understanding of how best to position and lead an organization to its next level, strong lending, collections, financial and operational expertise, and a demonstrated ability to define and implement project management processes and systems that sustain continued growth in today’s evolving marketplace. Have a fundamental understanding of the regulatory environment within credit union operations.

Essential Functions and Responsibilities

1. Serves as member of the Senior Management Team.

2. Directs and manages the operations of the Main Office, Lending, Plastic Cards, Collections, Contact Center, ATM and Shared Branch operations, and assists COO with managing all BSA and other related compliance functions of the Operations Division.

3. Directs the overall lending operations of the credit union through active leadership of the lending and collections teams with Senior Management.

4. Monitors the overall quality of the credit union loan portfolio to ensure optimal asset quality, the adequacy of the loan loss reserve account, and to meet long-term strategic loan loss objectives

5. Assist the COO with the responsibility of maintaining comprehensive, strategic management of retail, mortgage and commercial loan products and related services including, but, not limited to product development, ROI analysis, competitive analysis, internal and external product promotion

6. Trains, motivates and coaches subordinate managers and staff to attain strategic goals and organizational objectives.

7. Oversees the preparation and submission of board and committee meeting reports for all areas of responsibility.

8. Maintains a high level of knowledge of CUA’s product offerings, systems, technology, policies and procedures in order to train and support staff and develop performance standards for each area.

9. Stays abreast of financial industry products and service trends and their compliance requirements so as to provide the impetus for the development of superior products that are consistent with CUA’s strategic plan, legal requirements, and to build loyalty and create sustainable competitive advantage.

10. Leads the continuing development of Operations to ensure future Credit Union growth, effective service delivery, and member experience excellence, in order to maintain high levels of member satisfaction and strong member relationships.

11. Manages the ATM operations of the credit union, including… monitoring up- and down-time, serving as liaison with the outsourced support vendor(s) (ATM driver, cash provider, maintenance and security) to ensure adherence to SLAs, provides reporting on transaction volumes, relationship with network providers (STARsf and MoneyPass), tracks profitability of machines by tallying and analyzing interchange and other fee income and expenses.

12. Assist the COO with managing the BSA/OFAC/Quality Control Compliance Officer functions, ensures compliance with all aspects of the BSA/AML, CIP, OFAC Acts and laws.

13. Serves as the Security Officer for the credit union, including management of the relationship with external security guard service, alarm monitoring and other vendors, local law enforcement and other emergency response units.

14. Provides periodic training to staff on emergency response and preparedness, conducts drills when necessary; manages the security equipment in each facility to ensure proper working condition and periodic testing.

15. Manages the relationship with the Shared Branching provider, including reporting to the COO on volumes, costs, service issues, policies and procedures development, potential losses or other service issues.

16. Facilities management – is responsible for the daily operations of each branch location, including maintenance, landscaping, cleaning, furniture and fixtures, teller systems and other non-IT equipment, and the vendor relationships that support those assets.

17. Vendor management responsibilities including initial and ongoing due diligence as required by the risk assessments for each vendor for which Division is responsible.

18. Provides budget input for the Operations Division, and assists with long-range planning, strategy and tactical development, human resource planning, process improvement and service quality initiatives.

19. Defines and shares vision of success with key stakeholders and employees to create buy-in and support, emphasizing the need to achieve alignment with the multi-channel member access strategy.

20. Identifies potential barriers to success and develops alternatives for overcoming those barriers.

21. In connection with Marketing, develops and implements long range and short-term strategic plans for asset growth, brand building and community involvement.

22. Analyzes and determines areas of potential program improvement or cost reduction within areas of responsibility.

23. Analyzes deposit and ancillary products for feature, function, and pricing competitiveness within market served.

24. Develops and is accountable for the successful achievement of measurable financial and operational success indicators.

25. Manages and reports on allocated operating budgets and divisional profit and loss.

26. Continuously evaluates feasibility of strategy based on developments in competitive environment as well as internal resources, recommending changes or new courses of action as appropriate.

27. Designs methods to ensure collaboration and operational integration across various departments to support strategic change in channels. Develops processes to plan, manage, execute and communicate specific channel initiatives, including prescribed procedures for working within and across departments.

28. Collaborates with other leaders to determine the desired member experience by channel segment. Clearly defines “excellent member service” and develops effective teams who provide high quality service and solutions, consistent with the desired member experience.

29. Ensures Loan Manager, develops, executes and manages short-term and long-term sales plans across the two key product group segments (deposit and loan products), adapting sales strategies according to the differences and complexities of each segment.

30. Analyzes loan products for feature, function, and pricing competitiveness within market served.

31. Provides loan product trend reports with concentration on account growth rates, balance growth rates, and profitability growth rates by product type.

32. Develops and is accountable for the successful achievement of measurable financial and operational success indicators.

33. Develop a strong and cohesive team through career pathing, coaching, and mentoring

34. Develops and promotes culture that actively cross-sell products and services within the confines of the credit union sales culture.

35. Creates high-performing teams that drive credit union goals.

36. Prepares and monitors annual budgets for assigned responsibilities.

37. Assists the COO in articulating the Credit Union’s mission.

38. Supports the Coo and President in representing the Credit Union as needed in regulatory or formal functions and with local, regional and national constituencies.

39. Participates on various community boards, committees, and external activities.

40. Attends all Board and Board Committee meetings and the Strategic Visioning Conference annually.

41. Participates in the annual performance review process, including writing and delivering reviews.

42. Actively promotes the mission of the Credit Union within the organization and throughout the communities served by the Credit Union.

43. Perform other duties as directed by the COO, CEO and/or Board of Directors to ensure smooth operations.

Knowledge, Skills, and Abilities Required

1. Experience in leading lending (consumer, real estate and commercial) , collections, branch and contact center operations

2. To identify industry opportunities, develop innovative business strategies and implement them in a timely manner.

3. Strong understanding of and the ability to leverage trends in consumer behavior and consumption, technology and internet advancements, and human resource management.

4. Must have a track record of successfully managing change, process improvement, and operational performance.

5. Must have proven track record motivating, leading and managing high performing sales and service delivery teams within the financial services industry.

6. Experience with other alternative delivery channels.

7. Ability to drive integration across divisions and results through superior retail delivery and service management.

8. Strong retail operational, sales, service delivery, and change management skills (teller, member service, call center, security, ATM, remote delivery, policy and procedures knowledge and development, process analysis, management and improvement).

9. Ability to develop, track and monitor metrics across all divisions, refining strategy as appropriate.

10. Demonstrated experience developing and defining business goals, and aligning the appropriate resources to ensure success.

11. Strong analytical, project management and strategic planning skills.

12. Excellent communication skills in English, both verbal and written.

13. Strong PC skills, with intermediate knowledge on Microsoft Excel, Word, PowerPoint and Outlook.

14. Superior interpersonal skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate.

15. Ability to read and understand compliance requirements and to make recommendations to effectively resolve problems or issues, by using judgment that is consistent with standards, practices, policies, procedures, regulation, or government law.

16. Able to hold departments and individuals accountable for their results.

17. Able to make high-level decisions in complex environments and situations.

18. Able to identify and evaluate business threats and opportunities.

19. Must be able to work under pressure of time deadlines.

20. Ability to read and absorb numerous business-related publications, legal documents, contracts, and industry data.

21. Must be resourceful and well organized, with strong attention to detail.

22. Ability to research and analyze various types of data and information.

23. Strong presentation skills; ability to effectively present information to executives, management, Board of Directors and various public groups, and interact effectively and respond to questions/inquiries from employees, managers, attorneys and the general public.

24. Capacity to effectively and professionally interact with community and business leaders, media, vendors and represent the Credit Union at various community and industry events.

25. Ability to uphold confidentiality standards and hold departments and staffs accountable for the same.

26. Ability to define problems, collect data, establish facts and draw valid conclusions to successfully compile and draft analysis and reports.

27. Exemplary time management skills; ability to achieve deadlines while accurately and efficiently managing multiple priorities/tasks simultaneously in a fast-paced environment.

28. Capacity to deal with abstract (strategic) and concrete (tactical) variables.

29. Ability to present a professional appearance and demeanor at all times and hold others to this standard.

Physical Requirements

1. Occasional standing, walking, bending, and stooping required

2. Must be able to sit at a desk for long periods of time and use a computer

3. Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

4. Occasional travel required

Education and Background

1. Bachelor’s degree in business, finance, or related field required.

2. Minimum of 5 years demonstrated financial services experience required with multiple years in a Lending (Consumer, real estate and commercial ) and Retail Operations environment.

3. Minimum of 5 years management experience, preferably in a senior management role required.

4. Strong knowledge of the fundamentals of the financial industry required. Credit Union financial experience preferred.