Operations Manager

About Us Progressive Credit Union is a not for profit, community-based credit union, dedicated to serving its 60,000 members with integrity and purpose. With an asset size in excess of €230 million, the credit union has seen significant growth in recent years across its seven-branch network located throughout the Leinster region. We are delighted to invite applications for the full-time, permanent role of Operations Manager. This position will form an integral part of the Senior Leadership Team, playing a key role in shaping the future of Progressive Credit Union by enhancing our member experience and supporting our exceptional operations team. The role has a base location in Balbriggan, Co. Dublin, with requirement to travel throughout the branch network, as necessary and is open to hybrid working arrangements. The Role The primary role of the Operations Manager shall be to manage the day-to-day operations of the credit union to ensure that activities are being conducted in accordance with Board policy, legislation and best practice. The role will support the CEO in executing the strategic plan of the credit union from a service delivery, operations and value proposition perspective and will be an integral part of the senior management team. The Operations Manager will lead and manage an efficient operations team, to deliver quality services to members that leads to retention and growth in members, growth in usage of a range of services through face-to-face, phone and online channels, and high levels of member satisfaction. Key Responsibilities Operations Management Direct the daily management of the Operations function, analysing processes, tasks, costs, establishing priorities, developing and reaching high standards of work and performance targets, setting and reaching tight deadlines, and ensuring the department runs efficiently and effectively and its people operate as a cohesive team. Establish and oversee operational, value proposition and administrative practices and processes in our branches, along with performance metrics and service levels. Work in consultation with the CEO on a day-to-day basis, keeping the CEO abreast of any potential issues and assisting with reporting obligations to the Board of Directors and committees as appropriate. Attend and contribute to management team meetings and other meetings as may be required. Refine operational processes to further improve the member experience. Establish head office and branch targets and KPIs, developing and implementing plans to meet and exceed these targets in relation to new and existing business. Develop an operationally excellent model where targets are set, performance and customer service are measured, met and exceeded. Drive performance measures for the credit union in the form of dashboards for review of high-level key performance indicators. Establish annual branch targets and work with the management team to develop plans to meet and exceed these goals. Have a thorough knowledge of the Central Bank Credit Union Handbook and other regulatory supplementary documents. Ensure staff fully understand the ethos of the organisation and seek to deliver the required standard of excellence to our members. Ensure an Operational Policy and Procedures Manual is developed, and updated as required, on all key areas. Supporting the Team Leaders to manage the day-to-day operations of the credit union office they are allocated to, holding regular team meetings with both Team Leads and the wider staff team, fostering and encouraging positive working relationships across the credit union offices. Direct, liaise with and support employees towards meeting the goals of the credit union and in the performance of their role. Human Resource Management Actively manage and oversee the human resource function within the credit union, inclusive of all aspects of the employee lifecycle. Proactively manage Operations capacity and workload planning, rosters, targets, quality of work and performance inclusive of appraisals of team. Implement and monitor the credit unions performance management and development process for all team members. Effectively coaching and managing the team as part of PMD, including regular reviews and personal development discussions. Oversee the implementation of the credit unions training and development and CPD programs, ensuring staff are fully trained to fulfil their duties and cross-functional training is encouraged. This includes the creation of a training needs analysis, individual training plans and supporting the Team Leaders to identify their team training needs. Utilise the dedicated HR system for employee records, ensuring they are fully accurate, maintained and updated including all leaves, training, grievance, disciplinary and other relevant matters. Advise the management team and the Board of Directors on all aspects of operational and people management matters. Manage the financial operations pertaining to the Operations function of the credit union, inclusive of cash and cash levels at offices, the ATM service, end of month/ year processes and oversight of MPCAS Health & Safety Liaise with the Risk Officer regarding health, safety and security regarding credit union operations, ensuring that the credit union is compliant in all areas of health and safety and that the health and safety statement is reviewed annually. Ensure that staff are fully aware of the Health and Safety provisions in place for their wellbeing and that training and checks are carried out as required, to maintain a safe working environment. Building Maintenance Oversee the upkeep and maintenance of the branch network premises and equipment, inclusive of conducting tests regarding electrics, building alarms, fire alarms, etc., and completing all checks/inspections paperwork. Ensure all security measures are taken regarding the operations of the credit union as appropriate to each office, including the active management and training of employees regarding fob usage and maintenance of key logs for each office. Report any matter of financial risk to the CFO in a timely manner and ensure all documentation required to account for members transactions are accurately prepared and forwarded to the Finance department in a timely fashion. Report any matter of risk to the Risk Management Officer (RMO) in a timely manner and support the RMO in any other risk matters that impact on the day-to-day operational function of the credit union. Ensure Lending and Administration controls and operational procedures are fully implemented by staff in the course of their duties. Liaise with the Credit Control Officer to ensure that all operational aspects of credit control are carried out. Liaise with the Compliance Officer to ensure that all areas of compliance are delivered in the operational functions of the credit union and any issues arising are reported to the Compliance Officer as appropriate. Member Service Excellence and Service Delivery Improve member experience through ensuring high quality services are provided to members with a focus on service quality, member satisfaction and productivity. Monitor and measure member service standards. Design and implement training and development programs and other initiatives to achieve the highest standards of service. Continue to build trusted member relationships through timely, quality communication. Refine operational processes to further improve the member experience. Senior Management Team Support the CEO with relevant, accurate, timely and useful information that assists in the performance management of the business. Participate as a member of the senior management team and work cohesively with team members to achieve the standards of excellence and performance required to reach the vision of the credit union. Continuously act as a role model leader demonstrating the highest standards of professionalism, behaviour, ethical management, integrity and honesty. Generate detailed monthly reports to CEO and Board of Directors. Prepare and maintain the procedures and policies relevant to the role. The above is not an exhaustive list of responsibilities and may be subject to change in line with the overall objectives of the credit union. Role Requirements A primary degree, preferably in Business or Finance, be QFA qualified, or working towards same. Hold a full clean drivers licence and have access to own vehicle, as inter-branch travel is required. At least five years established and proven leadership experience, preferably in a customer-centric financial services environment. Significant experience and a proven ability in people management, team member coaching and development and performance management; managing teams to high performance. A results driven emotionally intelligent people leader, with skillsets including financial acumen, strategic thinking, service orientation, people orientation, influencing and leadership. An approachable team player, fostering a growth mindset and psychological safety within the team. Strong communication skills, excellent planning, and organisational skills, with extensive experience in strategic, operational and change management. Experience in developing and implementing key policies and procedures as required from an operational perspective. Proficient in the Microsoft Office suite. Knowledge and understanding of the ethos of credit unions, passionate about promoting a culture that reflects the credit unions values and encourages good performance and excellent member services. Progressive Credit Union are proud to support an inclusive and diverse workplace. Progressive Credit Union is regulated by the Central Bank of Ireland. Skills: Operations Management QFA People Leadership Customer Care Financial Services Planning & Organising Strategic Thinking Benefits: Competitive Salary Pension EAP Educational Assistance