Operations Supervisor

Job Description

Job Description : n n SUMMARY : This position is primarily responsible for managing operations functions and staff, resolving problems pertaining to operations, analyzing and improving existing procedures, serving as an operations resource to other departments, and managing operational general ledger accounts.

WORK ENVIRONMENT : The Operations Supervisor role is FULL-TIME, HYBRID, with an expectation of remote work after suitable training period and acceptable level of competency has been reached.

Headquartered in Wake County, our footprint extends from Cary to Eastern North Carolina, and candidates are expected to be located within one hour of a First Flight branch.

ESSENTIAL DUTIES AND RESPONSIBILITIES : Core duties and responsibilities include the following. Other duties may be assigned.

Supervises multiple segments of the Operations department such as VISA / ATM, ACH, Check and Account processing and servicing.

Leads operations department in development and implementation of creative solutions to problems, completing projects within time constraints, and improving procedures to increase efficiency and productivity.

Administers department’s functions, ensuring compliance to the organization’s policy, legal and government rules and regulations by establishing, monitoring and maintaining policies and procedures.

Responsible for accurate and timely completion of analysis and reconciliation of operational general ledger accounts.Resolves operational problems.

Acts as a resource to other divisions regarding operational issues.Leads the implementation of system changes to support new products, ensures system integrity and recommends program changes to more efficiently and effectively support services offered.

Responsible for coordinating resources and deadlines to ensure timely completion of projects.Develops and maintains relationships with industry groups and organizations to keep abreast of changes in federal and state banking regulations and ensures that changes are implemented in a timely fashion.

Builds constructive and effective relationships with multiple departments to support a collaborative working environment.

Exercises the usual authority of a supervisor concerning performance improvement plans, reviews, training, promotions, salary recommendations, and terminations.

Coaches, develop, and inspire staff to maximize their potential career development.Ensures Operations tasks are adequately covered with sufficient back up resources.

Supervisor may process tasks or serves as backup in order to complete daily procedures and processes in the absence of operations staff.

Develops and recommends business plans, operation procedures, and system utilization that support the department’s long-term strategic objectives and vision.

ACCOUNTABILITY : Area of oversight includes, but not limited to : Automated Clearing House (ACH) processingCheck Services and file postingDebit Card ServicesATM and Cash ManagementWiresIRA processingHandling of Deceased members’ accounts SUPERVISORY RESPONSIBILITIES : Manages up to 5 employees in the Operations Department.

Is responsible for the overall direction, coordination, and evaluation of these units. Responsibilities include interviewing, hiring, and training employees;

planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• COMPETENCIES : To perform the job successfully, an individual should demonstrate the following competencies : Analytical - Synthesizes complex or diverse information;
• Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.Design Generates creative solutions;

Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions;
• Works well in group problem solving situations; Uses reason even when dealing with emotional topics.Project Management Develops project plans;

Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills;
• Shares expertise with others.Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs;
• Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.Interpersonal Skills - Focuses on solving conflict, not blaming;

Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions;
• Demonstrates group presentation skills; Participates in meetings.Written Communication - Writes clearly and informatively;

Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback;
• Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives;
• Supports everyone's efforts to succeed.Visionary Leadership Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision;
• Provides vision and inspiration to peers and subordinates.Change Management Develops workable implementation plans; Communicates changes effectively;

Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.

• Delegation Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities;
• Provides recognition for results.Leadership Exhibits confidence in self and others; Inspires and motivates others to perform well;

Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition from others.

• Managing People Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibilities for subordinates’ activities;
• Makes self available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth;
• Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services;

Continually works to improve supervisory skills.Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition;
• Aligns work with strategic goals.Cost Consciousness Works within approved budget; Develops and implements cost saving measures;
• Contributes to profits and revenue; Conserves organizational resources.Diversity Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences;
• Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.Ethics - Treats people with respect;
• Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.Organizational Support - Follows policies and procedures;
• Completes administrative tasks correctly and on time; Supports organization’s goals and values; Benefits organization through outside activities;
• Supports affirmative action and respects diversity.Strategic Thinking Develops strategies to achieve organizational goals;
• Understands organization’s strengths and weaknesses; Analyzes market and competition; Identifies external threats and opportunities;
• Adapts strategy to changing conditionsJudgment - Displays willingness to make decisions; Exhibits sound and accurate judgment;

Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence;
• Takes calculated risks to accomplish goals.Planning / Organizing - Prioritizes and plans work activities; Uses time efficiently;

Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position;
• Accepts responsibility for own actions; Follows through on commitments. Quality - Demonstrates accuracy and thoroughness;

Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions;
• Uses equipment and materials properly.Adaptability - Adapts to changes in the work environment; Manages competing demands;
• Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.Attendance / Punctuality Is consistently at work and on time;
• Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.Dependability- Follows instructions, responds to management direction;

Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks;
• Looks for and takes advantage of opportunities; Asks for and offers help when needed.Innovation Displays original thinking and creativity;
• Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas;

Presents ideas and information in a manner that gets others’ attention. QUALIFICATIONS : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Superior analytical skills and the ability to find creative solutions while considering all aspects and departments affected.

Adept at project leadership.Excellent business relationship and negotiation skills to communicate across a broad base of internal / external customers.

Knowledge of computer systems and changing technology.Demonstrated ability to create and carry out new policies and procedures.

Knowledge of the industry’s processes, procedures and workflow. EDUCATION AND / OR EXPERIENCE : Bachelor’s degree in a related field, or equivalent experience.

Two to three years of relevant work experienceManagement experience strongly preferred. LANGUAGE SKILLS : Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and / or boards of directors.

MATHEMATICAL SKILLS : Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. REASONING ABILITY : Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

COMPUTER SKILLS : To perform this job successfully, an individual should have knowledge of Word Processing Software, Accounting Software, Database Software, Internet Software, Spreadsheet Software, Project Management Software.

PHYSICAL DEMANDS : The physical demands described here are representative of those that must be met by an Employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit;

use hands to manipulate and feel; talk and hear. The employee is occasionally required to stand; walk; reach with hands and arms.

The employee may be regularly required to lift and / or move from 10 pounds to up 50 pounds. The special vision requirements for this position include : Close vision (clear vision at 20 inches or less);

Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus). WORK ENVIRONMENT : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.