Donegal Town Credit Union has a vacancy for an Operations Manager (reporting to the CEO.)
The Operations Manager will report directly to the CEO and will be focused on ensuring the member can transact and engage with the credit union across whatever platform (in branch, phone, digital etc.) they wish and in doing so will receive the highest quality service in the most efficient and effective manner.
This is a key management role within the business.
The person will take responsibility for ensuring that the member experience is at the highest level it can be across the range of all types of transactions and services they want from the credit union.
In addition, the person will be responsible for ensuring that standards of control, practices, methods, competence and capability in the operations and member services area are to the highest standard and are in line with strategic and business goals of Donegal Town Credit Union.
Key Responsibilities
• Member Experience
• Ensure that the relationship with our members is maintained at the highest possible level, making them feel that the service and responsiveness from the credit union is excellent and meets or exceeds their expectation.
• Ensure that from when new member joins to the management of the deceased member process, every engagement with the member is driven by a need to provide the highest possible support for the member.
• Support an operations team of 7 staff in the day-to-day performance of his/her duties as they advance the member experience and drive member satisfaction. Provide coaching, training to the team.
• Work alongside the Lending Manager and Business Development Manager in optimising the member experience especially on loan application and drawn down.
Control & Management
• Establish and oversee processes and procedures to support the CU’s policies while allowing for improvements to member service delivery.
• Ensure all processes are properly documented and in line with approved policies.
• Analyse & redesign processes to create efficiencies and a standardised operating model.
• Prepare and oversee control checklists and testing in line with regulatory requirements.
• Oversee the cash management for the operation, ensuring that it can be controlled in line with cash guidelines.
• Manage system users, and assist compliance officer with access rights, business rules and controls to support and implement policies & procedures within the IT system.
• Ensure continuous maintenance of the IT Issues Log by front line staff to aid the process of ensuring IT providers are meeting their support commitments.
• Design and implement training and development programmes and other initiatives to achieve the highest standards of service across the team.
• Overall responsibility for the management of front-line staff and day to day operations.
• Maintain operational targets and work with appropriate team members to develop and implement plans to meet these targets.
• Manage the performance and the development of all staff within the operations team through personal reviews, and training and development needs analysis.
• Oversee the security, upkeep, and maintenance of the building and its facilities.
Business Plans and Budgets, Targets/Key Performance Indicators
• Support the CEO with projects and ad hoc items as requested
• Manage the financial profile of the operation to ensure that costs are managed in an effective way, in line with budget, and at the lowest possible level without impacting service levels to members.
• Report on progress and the achievements of the financial and operational performance metrics on an annual, quarterly, monthly, weekly or daily basis, as appropriate.
• Assist in the development of Operations strategic plan with a focus on improving existing services and supporting the implementation of new products/services.
• Ensure that all staff in operations are fully aware of and trained in policies, procedures, and legal requirements.
• Ensure there are adequate controls and procedures in place to safeguard the Credit Union.
• Along with the CEO and Compliance Officer ensure that the Credit Union is following all statutory and other appropriate regulatory requirements.
The above list is not exhaustive and may be subject to change in line with the needs of the business.
Competencies
Competency Level
Member Relationship Management Very Strong
Communications and Influencing Very Strong
Strategic Thinking & Commercial Acumen Very Strong
Teamwork & Collaboration Strong
People Management & Leadership Very Strong
Planning & Priority setting Very Strong
Problem Solving & Decision Making Very Strong
Results Focus Very Strong
The successful candidate should have the following attributes:
• Minimum 5+ years management experience within Financial Services preferred
• A third level business degree or equivalent preferred
• Excellent interpersonal, communication skills
• Excellent people management and leadership experience managing large teams
• Successful track record of implementing HR processes, employee resourcing, performance and change management
• Strong knowledge of financial and HR compliance regulations
• Proven track record ensuring strong employee relations
• A customer-centric focus ensuring that a first-class service is delivered to members
• Appropriate attention to detail, to ensure that the Credit Union meets its responsibilities as a regulated entity
Applications including CV by email only to: [email protected]
Closing date for receipt of applications is Monday 7th October 2024.
Donegal Town Credit Union Limited is an Equal Opportunities Employer.
Tags: