Account Services Admin - VP - Operations Planning Governance and Administration

TITLE: VICE PRESIDENT - OPERATONS PLANNING GOVERNANCE AND ADMINISTRATION
STATUS: EXEMPT
REPORT TO: EXECUTIVE VICE PRESIDENT - HEAD OF OPERATIONS
DEPARTMENT: ACCOUNT SERVICES ADMIN
JOB CODE: 11875

PAY RANGE: $193,600.00 - $250,000.00 ANNUALLY

GENERAL DESCRIPTION:

Plans, organizes, directs, and controls all aspects of operational functions within “Modernize the Credit Union” including continuous improvement, quality assurance, data analytics, technical writing, member service communications, risk and control management and portfolio planning and execution. The Vice President – Operations, Planning, Governance & Administration (OPGA) also manages functional requirements, workflow design, project capacity planning, communication, change management and project management.  Responsible for recommending, developing, and implementing approved strategies for servicing enhancements to include forecasting and operating within approved income and expense projections, designing operational efficiencies (production management) all while maintaining quality and availability for members and employees for areas assigned. 

PURPOSE STATEMENT: Operations planning, governance and administration is the interconnected functions intertwined to support “Run the Credit Union” operational production functions. The functions which comprise OPGA ensure operations effectively achieve their goals through efficient execution, clear directions and responsible oversight. Effective planning, governance and administration are essential for achieving strategic goals, maintaining compliance and ensuring efficient operations, thereby supporting the overall mission of the credit union.

TASKS, DUTIES, FUNCTIONS:

1. Operational planning involves creating detailed plans to execute strategic objectives, including defining tasks, assigning resources, setting timelines, and establishing performance metrics.  It’s about translating the “what” and “why” of the strategic plan into the “how” and “when” of daily operations.
2. Governance focuses on setting objectives, making decisions, and evolving strategies to guide people toward achieving those objectives.  It’s about the “what” and “why” of the organization’s direction, ensuring accountability and compliance.  Governance provides direction and policies, and operations translate those into action.
3. Administration encompasses the day-to-day activities of running an organization, including managing project resources, processes, and personnel to ensure smooth operations.  It’s about the “how” and “when” of executing the plans and policies defined by governance.  Administration ensures that the resources and processes are in place for operations to function effectively.
4. Interact with other lines of business and run the credit union operations to improve and enhance operational performance of Service Operations. Maintain awareness and expertise in available solutions and in use in the industry. 
5. Monitor and oversee assigned areas to ensure maximum operational effectiveness. 
6. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.  
7. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
8. Research, investigate and monitor activities within relevant industries for Service Operations enhancements, innovations, operational advancements, and other activities that improve ongoing production effectiveness. 
9. Establish and maintain industry relationships and serve on relevant committees or advisory groups that have a tangible benefit to Golden 1.
10. Define and build a buy-in for the business unit's strategic vision; implement solutions that deliver the strategy.
11. Lead changes necessary to support firm growth strategy while ensuring Golden level member service and creating a scalable operation within current cost structure.
12. Collaborate with senior management, peers, and partners across the credit union on enterprise and departmental initiatives to accomplish strategic goals and remain within low-mod risk appetite.
13. Leverage data and analytics to solve problems and articulate operational strengths, weaknesses, and ongoing performance.
14. Implement and publish KPIs, KRIs, OKRs with appropriate targets and thresholds (RYG) across people, process, technology, risk, and strategy.
15. Improve Performance Across People, Process, and Technology Through Four Key Objectives:
    1. Elevate to a High-Performing Team: Manage, develop, coach, and hold talent accountable.
    2. Own the Risk: Manage the risk of the end-to-end process within the mandate.
    3. Execute Flawless and Efficient Processes: Lead the process owners and managers within the operation.
    4. Cultivate Peer Relationships: Foster relationships internally and externally.
16. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

PHySICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills required to manage and evaluate staff, make presentations, prepare recommendations, perform analysis, and accomplish other managerial functions as listed. 
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal, personal computer and other standard office equipment including adding machine, telephone, and facsimile.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Management group, Information Technology, Loss Prevention, Marketing, Fraud, EPMO, Lending, Retail, MSCC, Finance, Risk Management, Accounting
2. EXTERNAL: Members, vendors, government agencies, credit union industry associations, and peers in financial institutions.

QUALIFICATIONS:

1. EDUCATION: Bachelor's Degree in related field or equivalent work experience.
2. EXPERIENCE: Minimum ten years of progressively responsible management experience within a financial institution in cards, loan, and account servicing operations. Minimum of five years of direct supervisory experience.
3. KNOWLEDGE/SKILLS: Strong oral and written communication skills, office productivity software, loan and deposit processing, account and loan servicing operations, applicable regulations and procedures, and evolving industry trends Knowledge of the principles and methods of business administration, organizational and time management skills. 

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range.  A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
5. Ability to travel for business, as needed. Occasional travel locally, statewide, and nationally required to evaluate products and services, network with peers and attend conferences, seminars, and meetings. Overnight travel and evening schedules included. 
6. Unusually long work hours may be required to accomplish tasks.
7. Required to be on call 24 hours a day, seven days a week, in order to ensure a timely and appropriate resolution of any issue that may arise regarding resources under the scope of responsibility.

LICENSES/CERTIFICATIONS:

None

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE.   HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 5/14/2025