Operations Support Manager
14 days ago
Portland
Job Description Position Summary The Operations Support Manager is a hands-on leader responsible for managing the day-to-day functions of back-office operations that directly support member-facing teams. This role ensures timely, accurate, and seamless support in areas such as ACH, check processing, wires, card services, digital and mobile payments, deposit operations, and branch/internal service requests. Working closely with branch staff, contact center, and other front-line teams, this position ensures operational processes are efficient, compliant, and optimized for excellent member experience and operational efficiency. The ideal candidate brings a member-first mindset, deep operational knowledge, and a passion for leading high-performing support teams. What You'll Do: Operational Team Leadership · Lead and develop a team of operations professionals who support daily transaction processing and front-line team needs. · Foster a service-oriented culture focused on responsiveness, accuracy, and collaboration. · Provide coaching, feedback, and clear expectations to ensure individual and team success. Front-Line Support & Service Delivery · Serve as the primary point of escalation for operational issues impacting front-line staff and members. · Ensure timely resolution of inquiries, issues, and exceptions related to payments, deposit processing, and member transactions. · Partner with branch and contact center teams to troubleshoot and resolve operational challenges. Back-Office Operations Oversight · Oversee processing and support functions for ACH, check processing, wire transfers, card services, check processing, and mobile/digital payments. · Ensure operational tasks are completed accurately, within deadlines, and in line with service level agreements (SLAs). · Create and implement efficiencies with process improvements and/or digital tools and technology. · Support reconciliation processes, fraud monitoring, and exception handling workflows. Procedure & Documentation Management · Maintain and update internal procedures, job aids, and training materials used by both operations and front-line staff. · Ensure clear documentation is available to guide consistent, compliant handling of operational tasks. Compliance & Risk Awareness · Ensure that daily activities comply with applicable regulations (e.g., NACHA, Reg E, BSA) and internal policies. · Collaborate with compliance and risk teams to address findings, audit requests, and process gaps. Desired Qualifications: · Proven leadership and team development skills. · Exceptional service mindset with a focus on internal collaboration and member satisfaction. · Strong problem-solving and organizational abilities. · Effective communicator with both technical and non-technical audiences. · Comfortable with core banking systems, payment platforms, and Microsoft Office tools. Education, Experience, & Certifications: · High school diploma or equivalent required; college degree preferred. · 7+ years of experience in financial institution operations, with 3+ years in a leadership or supervisory role. · Strong understanding of credit union or banking operations, especially payment and deposit support functions. Physical Requirements: · Ability to perform repetitive motions and use keyboard and mouse for extended periods · Vision and hearing within normal range (or corrected) · Capability to lift, carry, push/pull objects up to 25 pounds in all directions · Ability to remain stationary, stand, or sit for extended periods and move about as needed · Occasional shift rotation and travel between branch locations may be required · Must pass credit and criminal background checks · Reliable transportation for occasional travel between branches Diversity, Equity, Inclusion, and Belonging: We value diversity and believe in fostering an inclusive workplace where all employees and members contribute to our success Equal Opportunity Employer: CCCU is an equal opportunity employer and does not discriminate based on race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information Accommodation: CCCU is committed to providing reasonable accommodation(s) for individuals with disabilities during the application process. Contact HR at for assistance. NOTICE: This job description in no way states or implies that these are the only tasks to be performed by the person occupying this position. You are required to follow any other instructions and to perform any other job-related duties. Requirements represent the minimum levels of knowledge, skills, and/or abilities. To perform in this position successfully, you will possess the skills and aptitudes to perform each task proficiently. Ability refers to possessing and applying both knowledge and skill. This position description excludes marginal or incidental functions that are secondary to primary duties. All requirements are essential for the role. This job description outlines the minimum qualifications required for the position. However, promotion and other employment decisions also depend on the Credit Union's needs, whether the employee is in good standing, demonstrates fully competent performance, and other non-discriminatory factors. All requirements are subject to possible adjustment to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to their own health and safety, or to the health and safety of others. This position description does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.