Hybrid Branch Operations Manager at Resource One Credit Union

Description

POSITION SUMMARY:

The Branch Operations Manager will oversee key operational functions within the Credit Union’s branch network, ensuring smooth and efficient day-to-day operations with a strong focus on quality control and compliance. This leadership position will directly manage a team that includes the Branch Operations Analyst and Branch Operations Specialist, ensuring that critical operational processes—particularly those involving cash handling, documentation accuracy, and compliance—are optimized and meet the Credit Union’s high standards. This role will also manage relationships with third-party vendors providing ATM services, secure cash transport, and coin machine processing, aligning them with operational goals.

Reporting to the Director of Compliance and Operational Risk, the Branch Operations Manager will be responsible for driving efficiency, identifying operational risks, and ensuring compliance with regulatory standards, while supporting internal teams to meet operational and compliance targets.

POSITION RESPONSIBILITIES:

Vendor and Cash Operations Oversight

• Oversee relationships with vendors responsible for ATM services, secure cash transport, and coin machine processing, ensuring consistent service delivery and compliance with regulatory standards.
• Oversee the cash operations of the branch including the reconcilement of branch serviced ATMS, CRMs, Teller Cash, Coin Machine, adjustments and cash movement.

Quality Control and Compliance

• Provide guidance on operational processes, quality control measures, and compliance adherence.
• Develop, implement, and monitor quality control key performance indicator (KPI) processes to ensure accuracy and compliance with regulatory requirements. Work closely with the team to identify areas for operational improvement, particularly related to loan and share documentation accuracy, account maintenance, and cash handling procedures.
• Ensure branch operations adhere to both internal policies and external regulatory standards, particularly in cash management, documentation, and security processes. Work in collaboration with all stakeholders to address any compliance gaps or operational risks.
• Assist with testing, validations, and audits as needed.
• Implement quality control measures to minimize errors, reduce risk, and ensure consistent service delivery. This includes:
o Regularly reviewing transaction records for accuracy.
o Monitoring member feedback for operational deficiencies and regulatory compliance concerns.
o Analyzing operational data to identify areas for improvement.
o Implementing corrective measures to address identified issues.

Documentation Review

• Supervise the review and correction of loan documentation, share documentation, membership changes, transactional accuracy, and procedural adherence for compliance with regulatory standards and accuracy. Ensure all critical documents are reviewed for accuracy and completeness, and report findings to senior management.

Operational Support and Improvement

•Provide operational support to branch leadership and internal departments by coordinating projects, handling process inquiries, and resolving operational challenges.
• Identify opportunities for improving branch workflows, operational processes, and member service delivery. Collaborate with internal teams to implement solutions that enhance efficiency and quality.

Cross-Functional Collaboration

• Partner with various departments, including Compliance and Risk Management, to ensure alignment on operational goals, regulatory requirements, and process improvements. Act as a liaison between departments to facilitate communication and operational continuity.

Monitor and manage employee access permissions across credit union systems, ensuring appropriate access levels are maintained and security protocols are followed

Training and Development

• Assess training needs and partner with the employee training team to develop comprehensive training programs for branch staff on topics such as:
o Operational procedures
o Streamline process by leveraging technology and resource allocation

Other Duties

• Other Related Duties as assigned

Requirements

Qualifications and Education Requirements

• Bachelor’s degree in Business, or related field or 
• A minimum of 5 years of experience in branch operations or financial services
• Experience in managing vendor relationships, cash handling, general ledger reconcilements, procedure review and compliance processes 
• 2 + years in a leadership or management position is strongly preferred.

Knowledge, Skills, and Abilities:

• Strong leadership and interdepartmental collaboration
• In-depth understanding of operational processes, new account processing, regulatory compliance, and cash management
• Strategic thinking with a focus on continuous improvement
• Exceptional problem-solving skills and attention to detail
• Excellent communication skills, both written and verbal
• Strong ability to analyze operational data and provide actionable insights
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint), with knowledge of branch operations software and ATM systems. Familiarity with financial institution guidelines and general ledger balancing.

Physical Demands and Work Environment

• This role is hybrid and may require travel to branch locations
• Stationary work, often requiring standing or sitting for prolonged periods
• Operate standard office equipment and keyboards
• Visually recognize, reconcile, and verify numerical details for accuracy
• Repeating motions that may include the wrists, hands and/or fingers
• Must be able to access and navigate facility with reasonable accommodations
• Lift and carry small parcels, packages and other items

Additional Notes

• Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen.
• This Job Description is not a complete statement of all duties, responsibilities and physical demands comprising this position.

Equal Employment Opportunity Employer

Our credit union team and members include people of all races, religions, cultures, physical abilities, sexual orientations, and gender identities and/or expressions. Together, we are the community we serve, and we believe that a community is strongest when there is diversity, equality, and inclusion.

Stronger leaders. Stronger coworkers. Stronger friends.