Manager, Wealth Service Operations presso Interra Credit Union

WHAT YOU WILL DO EVERYDAY

As the Manager of Wealth Service Operations, you will lead the operational strategy and execution for investment services, preferred banking, and treasury operations. You will be responsible for ensuring a seamless member experience, driving operational scalability, continual process improvement, implementation of existing software updates and new wealth service systems, and supporting the strategy. This role will focus on optimizing ticket resolution, enhancing service delivery, and aligning operational practices with organizational goals.

You will collaborate cross-functionally with internal stakeholders in Wealth, Commercial, Retail Operations, Fraud, Compliance, and Technology to ensure that operational processes are efficient, compliant, and member-centric.

Direct Reports: Treasury Operations Specialist I & II, Wealth Client Advisor I, Preferred Services Specialist

HOW YOU WILL MAKE AN IMPACT

30%            Lead and manage daily operations across Investments, Preferred, and Treasury services. Ensure service levels are met, processes are followed, and operational risks are mitigated. Manage workforce and workflow distribution across three distinct operational areas to ensure balanced performance and timely service delivery. Ensure all member requests are properly handled, including timely completion and delivery of required letters or communications. Oversee the operational onboarding process for clients, ensuring a smooth and timely experience. Ensure new staff receive appropriate logins, updated materials, and resources for their roles.

30%            Drive all process improvements within Wealth Services, partnering with the SVP to ensure prioritization and alignment with strategic objectives. Lead the implementation of new software systems for all Wealth Services areas, including collaboration with Credit Union divisions on related project rollouts. Stay current with investment software developments and reporting metrics to optimize efficiency and data integrity. Oversee the HALO ticketing system to ensure it remains up to date, effectively used, and aligned with operational tracking needs. Ensure procedures and guides are current, relevant, and compliant with regulatory requirements.

15%            Oversee all Wealth Services auditing activities, including treasury exceptions, annual audits, and contract management. Monitor and manage risk tolerance across operations, ensuring proactive identification and mitigation of potential issues. Manage vendor relationships and agreements, including price management and ongoing evaluation to ensure value and service excellence. Lead vendor software management to ensure Interra is maximizing system capabilities and cost efficiencies.

15%            Ensure all reporting across Investments, Preferred, and Treasury areas is accurate, insightful, and drives both sales and operational decision-making. Serve as a second-party check reviewer for verification of new Treasury Management client setups. Inform the sales team of new software updates, system enhancements, and procedure changes to ensure alignment between sales and operations. Manage public fund accounts and special pricing account implementations, ensuring the highest level of service and compliance. Oversee FMG software tool content accuracy, distribution lists, and coordination with marketing teams to ensure department needs are met.

10%            Coach and develop team members, fostering a culture of accountability, continuous improvement, and member-first service. Partner with internal teams to support new product rollouts, system enhancements, and process improvements that align with strategic initiatives. Monitor key performance indicators (KPIs), identify trends, and recommend improvements to drive operational excellence.

--                 Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control, in addition to all Interra policies.

WHAT YOU WILL NEED TO SUCCEED

Experience

4+ years’ experience in managing financial operations or customer service.

Education / Certifications / Licenses

Bachelor's degree in Business Management, Business Administration, or related discipline. (Will consider additional years of experience in lieu of education requirement).

PREFERRED SKILLS

-  Proven experience in financial operations, preferably in wealth management, preferred banking, or treasury services.

-  Strong leadership and team development skills.

-  Ability to manage multiple priorities in a fast-paced environment.

-  Excellent communication, problem-solving, and analytical skills.

-  Familiarity with CRM systems, ticketing platforms, and financial services regulations.

-  Professional level of verbal and written communication skills are essential to the position.

-  Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).

-  Strong organizational skills and ability to multi-task.

-  Must be able to work in a team environment with the ability to interact in a positive manner with peers, management, and other departments.

-  Ability to evaluate pros and cons, risks, and benefits of different solution options by asking the right questions and acquiring data from multiple and diverse sources when solving problems.

-  Demonstrated ability to plan and prioritize work to meet commitments by breaking down objectives into appropriate actions and anticipate and adjust plans as needed.

-  Ability to drive oneself to take initiative and action to pursue goals and complete tasks.

-  Ability to execute on Interra’s vision, mission and deliver on our Core Values.

INTERPERSONAL SKILLS

-  A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.

-  Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

-  Typically includes subject matter experts as well as first level to middle managers.

COMPETENCIES

-  Drive Engagement - Demonstrates drive and fosters an inclusive environment that motivates others. Alters approach to each person to promote optimal performance and commitment to the Interra mission, vision, and objectives.

-  Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization.

-  Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.

- Maintain Accountability - Ensures that employees understand the full range of their responsibilities with an emphasis upon standards and results. Also provides necessary support, including balanced and timely feedback.

-  Manage Conflict - Constructively approaches conflict with empathy, open-mindedness, and a solutions mindset. Willing to disagree with but support decisions when made.

-  Manage Work - Clearly assigns tasks; sets clear objectives and measures; and monitors process, progress, and results.

ADA REQUIREMENTS

Physical Requirements

-  Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.

-  Must be capable of climbing / descending stairs in an emergency situation.

-  Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.

-  Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.

-Must be able to work extended hours or travel off site whenever required or requested by management.

-Must be capable of regular, reliable, and timely attendance.

Working Conditions

-Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

-Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.

-  Must be able to read and carry out various written instructions and follow oral instructions.

-  Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.

-  Must be able to speak clearly and deliver information in a logical and understandable sequence.

-  Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.

-  Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.

-  Must be able to effectively handle multiple, simultaneous, and changing priorities.

-  Must be capable of exercising highest level of discretion on both internal and external confidential matters.

ACKNOWLEDGEMENT

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.  Interra Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.