Purpose of the Role:

To be responsible for overseeing credit union services that are effective, compliant, inclusive, and progressive. This includes:

• A commitment to improving the financial wellbeing of our members
• Managing a diverse team of operational staff.
• Demonstrating the Credit Unions Equal Opportunities, Health and Safety and Customer Standards in all activities.
• A commitment to the delivery of the Credit Union strategic vision and Business Plan objectives.
• Ensuring the activities of the Credit Union are carried out to the highest standard of integrity and professionalism in accordance with all relevant legislation.

Specific Duties:

Leadership

• To be a role model for leadership within CCU as part of the Senior Management Team promoting it’s mission, vision and values.
• To promote a culture which puts member’s needs and interests at its centre and aims to be inclusive to all stakeholders.
• To motivate and inspire staff to achieve the mission and aims of the organisation.
• To motivate and inspire staff to reach their collective and individual targets.
• To mentor the operations team, find ways to increase quality of customer service and implement best practice across all levels
• To attend board meetings and provide and deliver updates and reports to the board of directors.

Financial Management

In respect of the operational activities as part of the Senior Management Team and other activities as directed:

• To ensure compliance with all legal requirements and external financial regulations.
• To ensure that the CU’s assets and member’s financial interests are protected through compliance with the CU’s policies and controls.
• To exercise financial control and to operate against budget.
• Examine financial statistical data and use to find ways to improve operational profitability.
• In partnership with other senior management team, to contribute to the production of annual budgets, which reflect operational resources required to meet business objectives.

Staff Management

• To provide management of the CU’s operations team.
• To oversee the operational HR function of the organisation and oversee the supervision of the operations Team in line with all requirements of employment law and the CU’s HR Policy.
• To lead and manage the operations team to optimise their contribution to CCU and receive appropriate levels of support and guidance.
• To implement and monitor staff KPI’s.
• To ensure that staff are well motivated and receive relevant development & training.

Resource Management and Acquisition

• To ensure all CCU’s resources including premises, equipment etc. are utilised to maximum effect and managed cost-effectively and in compliance with the law and all relevant external regulations.
• To Improve operational management systems, processes and promote best practice.

Planning and Development

• To contribute as part of the Senior Management Team to the development of CCU’s role in providing accessible and ethical financial services for all those living and working in CCU common bond area.
• To contribute as part of the Senior Management Team towards the alleviation of poverty and the economic regeneration of the local community.
• To contribute to the development of CCU’s 3-year Business Plan and Financial Strategy.
• To maintain and enhance existing local partnerships within the office locations and to develop new partnerships, wherever necessary, to drive forward CCU’s mission, aims and objectives.

Service Delivery

To be responsible for the implementation of the Credit Union’s policies and procedures, in compliance with relevant regulations and legislation.

• To ensure that the operations teams are adequately staffed.
• To ensure that member enquiries are responded to in line with CCU Policies and service standards.
• To identify and propose improvements in service delivery to members.
• To ensure that administrative activities within the Operations department comply with the CCU’s policies and standards.
• To continuously review and develop operational procedures and processes, ensuring an efficient, effective, and member-focused service delivery.
• To develop, maintain and use performance management systems and reports, fit to deliver success for individual, team and business targets and standards, in keeping with Business Plan, Operational Plan and Marketing Plan objectives.

Public and External Relations

As part of the Senior Management Team, in conjunction with Board and the Chief Executive Office, to develop the CU’s local profile, acting as an advocate and ambassador for its work and programmes.

• To maintain and build local partnerships with public, private, voluntary and community agencies.

Senior Management Team Responsibilities

• To contribute to the successful achievement of CCU’s plans and objectives as a member of the Senior Management Team.
• To formulate strategic and operational objectives and contribute to Senior Management Team meetings.
• To exercise delegated authority
• To contribute to the regular review of CU Policies and Procedures and to the development of new Policies
• To report any suspicions of money laundering to the Money Laundering Officer.

Other Responsibilities

• To be aware of and comply with all Health & Safety regulations as directed by the Chief Executive Officer.
• To undertake such other reasonable and lawful duties as may be directed from time to time by the Chief Executive Officer.

This role profile is intended to provide guidance on the range of duties associated with the post. It is not intended to provide a full and exclusive definition of the post. It may be subject to modification and amendment from time to time without changing the general character of the post or the level of responsibility entailed.

Job Specification

Essential

• Proven experience of management within a customer facing environment.
• Strong Management and communication skills, and the ability to motivate and lead teams proactively.
• Relevant experience and knowledge within a credit union, banking or similar financial environment.
• Sound decision making skills and the ability to make judgements and decisions quickly.
• Ability to work on own initiative and problem solve.
• Excellent written and communication skills, including the ability to oversee professionally written correspondence with members and third parties.
• A good level of education, including strong numeracy and literacy skills.
• Ability to work outside of normal working hours as required.

Job Types: Full-time, Permanent

Pay: From £39,113.00 per year

Benefits:

• Additional leave
• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Sick pay

Schedule:

• Monday to Friday

Application question(s):

• Are you available for Interview on 4th April 2025

Work Location: In person

Application deadline: 26/03/2025
Reference ID: Operations Manager