A Training and Development Manager manages staff training and professional development programs for an employer. Develops training programs that address staff needs and support the strategic goals of a company or organization. Supervises training staff and partners and evaluates training impact.
Operations Process Manager Community First Credit Union - 3.8 Santa Rosa, CA Job Details Full-time $78,242.97 - $92,599.90 a year 8 hours ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance 401(k) matching Flexible schedule Life insurance Qualifications Presentations for conferences or internal meetings High school diploma or GED Bachelor's degree Managing projects Productivity software Business Industry knowledge of retail banking
Full Job Description Position Summary:
The Operations Process Manager is responsible for leading and executing initiatives that enhance member experience and improve operational efficiency in the credit union Branch network, Card Services team and Contact Center functional areas. Accountable for delivery of staff training, project planning, the development and maintenance of user documentation including, procedures, guidelines, checklists, job aids and training materials in support of strategic initiatives; systems or enhancement implementations, compliance and/or regulatory changes that impact operations.
Essential Duties and Responsibilities:
Strategy & Optimization (30%):
Process Improvement:
Analyze current processes and workflows to identify opportunities for improvement. Develop and implement solutions that streamline operations and enhance efficiencies across the network. Act as the primary facilitator of required testing for all core system releases
Project Leadership:
Lead, plan, and execute member service-related projects, from initiation to completion.
Member Experience Focus:
Develop initiatives to enhance service quality, streamline processes, and ensure a seamless experience across branch, online, and mobile channels. A core priority is training frontline staff to consistently use a consultative approach that highlights the member advantage.
Systems Release Management:
Partner with Regional Branch Managers and the VP of Member Services to translate release notes into leading actionable testing, training, and deployment strategies, ensuring new system functionality maximizes operational benefits across all technology platforms.
Member Service Innovation:
Drive innovation in member services, identifying new products, services, and technologies that can enhance the member experience. Remain current on industry trends and member expectations to bring new ideas to the table.
Training and Support:
Collaborate with Learning & Development to design, build and deliver training programs, ensuring staff seamlessly adopt new processes and systems. Ongoing Staff Training - Provide supportive training (post L&D New Hire) to ensure all employees receive the training needed to be successful in their new roles. Provide feedback to direct Manager with any areas of concern or recommendations for additional training.
Reporting and Documentation:
Document project details, including timelines, budgets, lessons learned, and outcomes. Technical & Procedure Writing (40%):
Documentation Creation:
Write, edit, and maintain comprehensive documentation for member services; procedures, guidelines, job aids, checklists and/or training materials, and project documentation.
Project Documentation:
Develop and maintain user documentation and training materials for back-office and member-facing staff.
Compliance and Regulatory Documentation:
Update documentation to reflect regulatory changes and ensure adherence to internal compliance standards.
Training Material Development:
Design and develop user-friendly training materials, including process guides, quick reference sheets, and training presentations, to support the roll-out of new services, tools, and systems to the member services teams. Collaborate with Learning & Development to ensure that training materials are clear, engaging, and effective in helping staff adopt new procedures and technologies.
Document Maintenance and Version Control:
Maintain a central repository for all documentation related to member services projects. Regularly review and update materials to reflect changes in procedures, systems, or regulatory requirements.
Quality Assurance:
Review all materials for clarity, accuracy, and consistency. Proofread and edit documents to ensure they meet internal standards and are free from errors. Collaborate with other departments to get feedback on documentation and make necessary revisions based on feedback. Member Experience Improvement (30%): Identify opportunities to enhance member service delivery through technology, process improvements, or staff training. Collaborate with the Member Experience team to implement innovative solutions that meet member needs.
Required Knowledge, Abilities, and Education:
Deep understanding of member service principles and best practices in financial services, particularly in credit unions. Familiarity with banking and financial products, including savings accounts, loans, and digital banking services. Knowledge of industry regulations and compliance standards, including NCUA and other regulatory bodies, is preferred. Strong oral and written communication skills, including listening skills. Ability to make effective public presentations.
Computer literate:
ability to use Microsoft Office suite programs. Strong organizational and problem-solving skills Able to make decisions independently and to manage multiple tasks. Able to work effectively with all levels within the organization. Attend regular departmental and company-wide meetings. Ability to perform other duties and related tasks as assigned. High school diploma
Beneficial Education and Experience:
Bachelor's degree in Business Administration, Project Management, Marketing, or a related field. Minimum of 3-5 years of experience in project management, with a focus on member services, customer experience, or operations within the financial services or credit union industry. Experience in managing cross-functional teams and large-scale projects.
Physical Factors:
Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. Ability to lift 15 lbs. as may be required. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
Pay:
$78,242.97 - $92,599.90 per year
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance
