Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application interview or employment process please notify our Human Resources Team at option 1 or email and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Job Description

LOCATION

Mountain America Center

9800 S Monroe St
Sandy UT 84070

SCHEDULE

Full Time

*This position can be hybrid (in office and remote work) OR can be considered for fully remote work with occasional visits to corporate office depending on business need.

To be effective an individual must be able to perform each job duty successfully.

• Lead the design and implementation of support strategies that align with enterprise compliance and service standards acting as a strategic liaison between operations compliance and business units to promote alignment and transparency.
• Ensure that operational strategies are aligned with the broader business strategy and contribute to the organizations competitive advantage.
• Driving the use of technologies such as artificial intelligence (AI) machine learning and automation enhance operational efficiency improve monitoring capabilities and provide predictive insights to support continuous organizational development.
• Oversee the development and maintenance of dashboards reporting tools and escalation protocols to monitor performance identify exceptions and detect emerging risks.
• Analyze and interpret large sets of data to identify trends optimize processes and make informed decisions that support members and teams.
• Utilize advanced data visualization tools to present complex data in an easily understandable format for stakeholders.
• Implement and oversee real-time monitoring systems to assess enterprise complaints monitoring and resolution processes ensuring timely and compliant handling to track KPIs and respond promptly to issues.
• Ensure operational processes are aligned with member needs. Continuously seek ways to improve the member experience.
• Maintains up-to-date knowledge of the Complaint Management Program including relevant processes and procedures and remains informed of changes in laws regulations and best practices impacting the credit unions operations products and services.
• Develop and manage a centralized workforce management function that supports staffing scheduling and capacity planning across departments partnering with department leaders to forecast resource needs and optimize team performance.
• Direct the Operations Support teams ensuring timely and accurate processing of operational requests and escalations and implementing quality assurance protocols and service-level agreements (SLAs) to maintain high standards.
• Foster collaboration with other departments to ensure alignment of operational goals with overall business objectives.
• Lead change initiatives and help the team adapt to new technologies and processes.
• Recruit mentor and develop high-performing managers and specialists across support functions fostering a culture of accountability innovation and continuous learning.
• Support audit readiness and regulatory exam preparation through documentation and reporting.
• Continuously monitor and comply with all regulations as required by law including but not limited to Bank Secrecy Act OFAC FACT Act GLBA Regulation CC (funds availability) Regulation DD (TIS) SBA regulations Regulation E Regulation Z and other regulations as required by law as they relate to this role.
• Other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES

The requirements listed are representative of the knowledge skills and/or abilities required. Reasonable accommodation will be provided to enable individuals with disabilities to perform the essential job functions.

Education

Bachelors degree in business finance computer science or related field. OR 3 years additional combined progressive experience in a financial setting. Education must be from an accredited institution. Education and work experience will be verified. Masters degree preferred.

Experience

• 8 years in banking/financial services operational management monitoring or operational support roles.
• 5 years leadership experience managing multiple teams and levels of leadership

Licenses Certifications Registrations

Certified in project management operations management or other technologies (e.g. AI machine learning) preferred

Managerial Responsibility

Has supervisory/managerial responsibilities that are direct or through work leaders or assistants typically with a subordinate group of 20 to 50 employees. Estimates personnel needs and assigns work to meet these needs. Supervises coordinates and reviews the work of assigned staff. Recommends candidates for employment conduct performance evaluations and salary reviews for assigned staff and apply company policy.

Computer/Office Equipment Skills

• Advanced skills with Microsoft Office Suite including Outlook Word PowerPoint and Excel.
• Experience and knowledge of CRM and/or other customer management software.
• Familiarity with advanced technologies such as AI machine learning automation and data analytics.
• Proficient in data analysis and visualization tools to interpret and present complex data (Excel CRM SQL).
• Experience with Symitar and/or Keystone preferred.

Language Skills

• Demonstrated ability to clearly express ideas methodology results and recommendations verbally in writing and through insightful reports and graphic illustrations
• Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.

Other Skills and Abilities

• Demonstrated advanced understanding of customer experience standards and metrics
• Strong understanding of first-line monitoring complaint handling and operational support functions.
• Strong analytical and problem-solving abilities to address operations challenges and implement solutions.
• Demonstrated ability to adapt to changing technologies and business environments and lead through change initiatives with minimal disruption.
• Proven ability to lead cross-functional teams and manage complex workflows.
• A forward-thinking mindset that encourages the exploration and adoption of innovative solutions.
• Excellent leadership and demonstrated ability to recruit engage and coach employee performance.
• Experience in all applicable deposit related compliance regulations and applicable laws.
• Ability to work both autonomously and collaboratively in a fast-paced environment.
• Self-starter with strong organizational and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
• Demonstrated ability evaluating processes and identifying opportunities to improve experience and efficiency.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit talk and hear consistently

Ability to stand walk and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift to 10 pounds occasionally

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

Moderate noise (business office with computers and printers light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut either remotely or in-person.***

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Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.