Director of Operation Programs

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The Director Ops Programs oversees Operations program management and channel analytics within the Credit Union. They are responsible for the input to and execution of strategic goals for the program management of payment channels and operations support. They direct teams to provide quality, efficient and effective service to internal clients and also provide compliance oversight, maintain quality controls, and manage the standard operating procedures. The Director cultivates and maintains effective internal line of business partnerships and interacts regularly with internal lines of business, vendors, and therefore must demonstrate skills to build strong working relationships both within and outside of the organization.

What you will do here:

Strategic Planning

Direct payment channel and other programs within Operations. Provide strategic direction and ensure excellence in strategic execution to support and meet both existing and future member needs through a range of services.

Manage the development of programs and processes to enhance the member experience, improve business operations to reduce costs, spearhead long-term business planning, and analyze the effectiveness of existing programs.

Leadership and Management

Establish key performance indicators for direct reports and maintain a culture of accountability.

Ensure knowledge management within teams to document processes, procedures, training and onboarding materials, as well as business continuity plans.

Provide guidance and mentorship to Operations programs teams.

Operational Oversight and Cross-Functional Collaboration

Maintain regular reporting and visibility to executive management of program and channel status, as well as project progression.

Collaborate with internal stakeholders and cross-functional groups to identify efficiency needs and implementation as necessary.

Partner with Procurement and internal stakeholders to oversee vendor management.

Build and maintain strong professional relationships cross-functionally.

Perform other job-related duties as assigned

What you will need:

Bachelor's degree in Business Administration or in related field preferred OR Equivalent combination of education and experience required.

Master's degree in Business, Marketing, Communication or related field preferred.

8+ General Financial Services Operations required.

5+ Leadership experience required.

Strong business finance acumen, especially in financial and/or banking services. Knowledge of Financial Institution products, payment landscape, operational processes, payment processes and exception handling required.

Demonstrated understanding of analytical and statistical processes (trending, research and uncovering of root causes, thinking outside of the box to come up with innovative and effective solutions to issues required.

Strong influence and negotiation skills required.

Demonstrated capability to successfully lead several projects or tasks at once and meet time sensitive deadlines; ability to prioritize work and manage workload accordingly required.

Strong written and verbal communication skills, and excellent presentation skills required.

Excellent collaboration skills required.

Demonstrated expertise in Microsoft Office Suite (Outlook, Excel, Word) required.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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