Director of Support Operations

The Director of Support Operations will oversee the support functions of the financial institution, ensuring efficient and effective processes that meet regulatory requirements and support the strategic goals of the organization.

This role requires a strong leader with a deep understanding of banking support operations, exceptional problem-solving skills, and a commitment to continuous improvement.

Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.

Supervisory Responsibilities : The Director of Support Operations directly supervises employees in the roles of Operations Processor I and Operations Processor II.

The Director is responsible for the performance management and hiring of the employees within that department.

Essential Duties and Responsibilities : will include the following, but other duties may be assigned.

• Operational Leadership :
• Develop and implement support strategies that align with the institution’s goals and objectives.
• Oversee the day-to-day support operations.
• Collaborate with the SVP of Member Service on the set up and maintenance of products and / or processes in La Capitol’s computer systems.
• Ensure operational efficiency, productivity, and quality across all support areas of responsibility.
• Regulatory Compliance :
• Ensure all support operations comply with federal and state regulations, as well as internal policies and procedures.
• Stay current with regulatory changes and implement necessary adjustments to maintain compliance.
• Conduct regular audits and assessments to identify and mitigate risks.
• Maintain vendor relations related to Operations including contracts and system updates.
• Process Improvement :
• Identify opportunities for process enhancements and lead initiatives to streamline support operations.
• Implement best practices and innovative solutions to improve service delivery and operational efficiency.
• Monitor key performance indicators (KPIs) and use data-driven insights to drive improvements.
• Team Leadership and Development :
• Communicate goals and directions to Operations staff to ensure clear understanding of rules, regulations, requirements and expectations.
• Lead, mentor, and develop a high-performing support operations team.
• Foster a culture of continuous improvement, accountability, and customer-centricity.
• Provide coaching and training to enhance team skills and capabilities.
• Strategic Planning :
• Collaborate with stakeholders at all levels to develop and execute the institution’s strategic plan.
• Contribute to long-term planning and decision-making processes.
• Align support operational activities with strategic priorities and organizational goals.
• Member Service :
• Ensure exceptional member service standards are maintained across all support operational areas.
• Address and resolve member issues and complaints promptly and effectively.
• Implement initiatives to enhance the overall member experience.
• Education and / or Experience : Bachelor’s degree (B.S.) in Banking and Financial services, or equivalent; or four years related experience and / or training;

or equivalent combination of education and experience.

Qualifications :

• Strong knowledge of banking regulations, compliance requirements, and operational best practices.
• Proven track record of successfully leading support operational teams and driving process improvements.
• Excellent analytical, problem-solving, and decision-making skills.
• Excellent written and oral communications skills.
• Ability to maintain confidentiality with sensitive member and internal information.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
• High level of integrity, professionalism, and ethical standards.

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