Operations Supervisor

2 months ago

Boston, United States Mass Bay Credit Union Full time
Job DescriptionJob Description

Primary Function:

The Operations Supervisor is responsible for the day to day activities within the Operations Department, ensuring a high level of quality service and accuracy in transactions. The position is also responsible for analyzing member utilization of various delivery channels, services, etc. The Operations Supervisor will plan, oversee and coordinate staff schedules and work activities for assigned personnel to ensure the highest level of quality service. Handles all member transactions with complete discretion and confidentiality. Performs all managerial responsibilities as assigned within the areas supervised, pursuant to Article XXII of the Collective Bargaining Unit Agreement.

Essential Duties and Responsibilities:

1. Supervise daily activities of staff for all operation functions, including but not limited to : Home Banking/Bill Pay, E-Statements, ACH exceptions and returns, Share Draft exceptions and returns, ATM/Debit card exceptions, charge backs, and processing Levies, Payrolls, Returned Mail, Overdraft Privilege, Fresh Start Loans, etc.

2. Provides direction, guidance, and training on operational and regulatory procedures. Researches problems and resolves discrepancies for employees and members on complex operational activities.

3. Ensures member problems are resolved in an efficient, accurate, and timely manner.

4. Ensures compliance with operational and regulatory procedures; and completes monthly quality control assessment to ensure compliance with established policies/procedures and federal/state regulations. Remains current on any regulatory changes.

5. Assists staff with non-routine transactions, balancing issues and daily remittances where needed.

6. Reviews critical daily tasks such as payroll, share drafts returns, exceptions, charge backs, and ACH returns to ensure accuracy and timeliness.

7. Accurately processes payrolls in a timely manner.

8. Responsible for the collections and charge offs on share drafts; investigation and disposition of fraud on credit cards and other deposit related losses.

9. Attends training sessions upon request.

10. Prepares and initiates training and cross-training of staff.

11. Actively participates in and provides input on employee personnel actions including promotions, disciplinary processes, and/or terminations.

12. Provides input and participates in annual performance reviews and performance objectives for direct reports.

13. Participates in the interview and hiring process of new employees.

14. Conducts and/or assist in monthly staff meetings to apprise staff of new/revised policies and procedures, marketing promotions, new regulations; and promotes staff interest in all credit union activities.

15. Performs supervisory duties and special assignments within the organization as directed.

16. Monitors and reports on department workload volumes; and documents department procedures with an eye towards creating efficiencies and automation. Analyzes existing forms/processes to promote effective operations through standardization, improvement, simplification, discontinuance, etc.

17. Performs "Keeper of the Records" duties by reviewing and submitting properly requested documents and responses. Ensures all OOPS operational activities and signature card files are kept up to date; and ensures File Maintenance review is completed daily.

18. Assists in executing department projects.

19. Assists the Operations Manager in ensuring full utilization of the core/ancillary processing systems.

20. Adheres to the anti-money laundering policy and Bank Secrecy Laws.

21. Assumes other duties as new products, services or technology are introduced.

Note: The above is a description of the ordinary and essential duties of the position. Other duties both related and unrelated to the above may be assigned and therefore required.





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