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Sandia Area Federal Credit Union · 1 day ago

SUPPORT OPERATIONS SUPERVISOR

Albuquerque, NM

Full-time

Onsite

Mid, Senior Level

4+ years exp

Sandia Area Federal Credit Union is dedicated to delivering high-value banking and lending services that strengthen the financial well-being of its members and community. The Support Operations Supervisor plays a key role in guiding and supporting the team to achieve operational goals and deliver exceptional member experiences, overseeing daily operational performance in digital and deposit services.

BankingFinancial ServicesNon Profit

Responsibilities

Lead by example, reinforce, and consistently uphold Sandia Area’s Values: Service, Sustainability, Efficiency, Trust, Stewardship, and Growth

Contribute to leading a high-performing team; monitor performance targets, foster a culture of continuous improvement, encourage innovation, learning, and adapting best practices to optimize performance

Provide leadership, coaching, and mentorship to employees, fostering a positive and high-performing team environment

Oversee day-to-day operations and ensure alignment with departmental and organizational objectives

Assist in the recruitment, interviewing, and hiring process, ensuring candidates align with the credit union’s mission, values, and service culture

Support the onboarding, training, and development of new hires, fostering a positive and growth-oriented work environment

Directly supervise staff with the goal of enhancing professional development and personal growth

Develop staffing plans and schedules to ensure effective coverage and team balance

Monitor workload distribution, project assignments, and staffing needs to optimize departmental performance

Partner with the Director to implement new processes, system enhancements, and operational improvements

Oversee processing and support for online/mobile banking, bill pay, mobile deposit, P2P payments, account-to-account transfers, loan payment systems, ACH, Wires, and share draft operations

Ensure timely and accurate wire processing and adherence to internal controls and regulatory requirements

Support digital-related fraud and dispute intake, ensuring accurate documentation and escalation

Provide subject matter expertise to staff in Branches, Contact Center, and other internal departments

Monitor digital and deposit operations dashboards, key metrics, daily exception reports, and GL reconciliation tasks, escalating abnormalities promptly

Troubleshoot and resolve digital banking and deposit operations, authentication, mobile app, and transaction processing issues with urgency and professionalism

Draft and propose updates to procedural documentation related to support operations processing tasks

Contribute to testing or validating system enhancements, promotions and support operations program changes prior to rollout

Monitor assigned queues and workflows against established service-level metrics (timeliness, accuracy, rework), escalating risks or backlogs to leadership as needed

Assist the Director with project coordination, vendor updates, testing, and enhancements related to digital channels, processing systems, or payment services

Ensure compliance with all applicable regulations, including NACHA, Reg E, Reg CC, Reg D, UCC, OFAC, BSA, and internal policies

Maintain secure handling of sensitive information in accordance with regulatory and internal standards

Support fraud monitoring, risk mitigation, and corrective action procedures to reduce operational exposure

Conduct and oversee complex research and root-cause analysis related to transaction posting, settlement timing, reversals, and exceptions impacting Accounting and financial reporting

Qualification

Digital banking platformsACH processingWire operationsDeposit operationsLeadership skillsMicrosoft OfficeInterpersonal skillsCommunication skillsTime management

Required

Bachelor's degree in related field

Four (4) years of applicable experience required with progressive responsibilities in a leadership capacity

Four (4) or more years of progressive experience and responsibility in deposit operations, payment operations, electronic services, or related operational roles; senior-level experience preferred

Prior financial institution experience required

Expertise in digital banking platforms, ACH processing, wire operations, share draft processing, and payment ecosystems with a requisite understanding of financial institution operations

Strong understanding of credit union policies, operating procedures, and regulatory requirements applicable to digital services and deposit operations

Ability to troubleshoot digital and operational issues and coordinate solutions across multiple vendors and internal teams

Demonstrated proficiency in executing support operations-related transactions and system maintenance with a high degree of accuracy, integrity, and attention to detail

Ability to explain deposit operations and digital tools clearly while maintaining a member-first, service-oriented approach

Adept at learning and utilizing new banking technologies, systems, and processes to enhance service delivery and operational efficiency

Demonstrated ability to support daily settlement processes for support operations-related activities by ensuring data accuracy, identifying and resolving settlement discrepancies, and adhering to established operational procedures

Excellent interpersonal, communication, and leadership skills to convey goals, set expectations, provide feedback, and inspire and develop teams

Strong leadership, time management and organizational skills, with the ability to prioritize tasks, manage multiple responsibilities, and adapt to a fast-paced environment

Ability to analyze data and metrics to drive team performance and efficiency

Willingness to engage in difficult situations using outstanding interpersonal skills and emotional intelligence

Passionate about teamwork and having a positive influence on others; ability to work independently and demonstrate attention to detail

Proactive in seeking professional growth, embracing both formal and informal development opportunities, and demonstrating adaptability to new responsibilities

Team-oriented with a strong collaborative mindset, actively supporting team members and contributing to a positive and high-performing environment

Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint

Ability to perform essential functions, including the ability to lift up to 10 lbs. as needed

Demonstrate a strong commitment to upholding the organization's mission, vision, and values in all interactions and responsibilities

Represent the credit union with professionalism, integrity, and ethical conduct at all times

Maintain a thorough understanding and strict adherence to credit union regulations, compliance requirements, policies, procedures, and operational guidelines

Consistently meet deadlines as assigned while ensuring accuracy, efficiency, and adherence to quality standards

Foster a positive and supportive environment for both members and employees, ensuring interactions align with the credit union's mission and service philosophy

Adhere to all regulatory and compliance policies, upholding the highest standards of security, confidentiality, and ethical financial practices in all interactions

Maintain the confidentiality and security of information, records, and sensitive data, in compliance with credit union policies and regulatory requirements

Adapt to evolving responsibilities, taking on additional duties as assigned to support the success of the organization

Demonstrate a commitment to continuous learning, professional development, and staying informed on industry trends and best practices

Willing to undergo background and credit checks as required by federal and state regulations

Understand and comply with all policies, procedures, and legal guidelines, including adherence to the Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and other applicable financial regulations