Branch Operations Quality Controls Manager
KEMBA Financial Credit Union · Columbus, OH
Title: Branch Operations Quality Controls Manager
Reports to: Director of Operations
Supervises: Operations Quality Controls Specialist
Status: Exempt
Objective
The Branch Operations Quality Controls Manager leads branch operational excellence by overseeing quality control programs, audit readiness, risk mitigation, cash management, and operational compliance across the organization. This role drives consistent execution of internal controls, supports audit and regulatory activities, manages remediation efforts, and serves as a strategic partner to branch leadership. Through process improvement, training, and cross-functional collaboration, the position enhances operational efficiency, strengthens compliance, and elevates the member experience.
Duties and Responsibilities
Operational Leadership & Branch Oversight
- Provide leadership and oversight of branch operational functions to promote consistency, efficiency, compliance, and service excellence across all branch locations.
- Direct and supervise the daily activities of assigned associates to ensure operational objectives and service standards are met.
- Provide coaching, guidance, and ongoing development to support associate growth and performance.
- Executes onboarding, training, and performance management activities for direct reports
- Conduct regular branch operational visit reviews to evaluate controls, reinforce standards, communicate findings, and provide recommendations and support to branch leadership.
- Oversee completion and accuracy of branch quality control reviews and operational assessments.
- Monitor corrective action plans and drive remediation efforts related to audit findings, operational exceptions, and control deficiencies.
- Prepare and communicate branch quality control results, trends, and remediation activities to leadership.
Cash Management & Operational Administration
- Direct branch cash management activities, including cash ordering, inventory optimizations, and cash limit management.
- Analyzes branch cash usage trends and conducts periodic cash evaluations to recommend adjustments to cash limits and inventory levels.
- Oversee cash recycler administration, maintenance coordination, and vendor service management.
- Administer operational systems and platforms, including user access, security controls, and enrollment management.
- Manage Remote Deposit Item reporting and related operational administration.
- Support operational resource management, including supplies, equipment, vendors, and branch support functions.
Quality Control, Compliance & Controls Management
- Lead the coordination and execution of operational Quality Controls, risk assessments, and examinations.
- Partner with Internal Audit, Risk Management, Compliance, Legal, and external Auditors to maintain a strong control environment.
- Coordinate Audit responses, monitors remediation efforts, and provides status reporting to leadership.
- Oversee recurring operational quality control reviews across branch systems, technologies, tools, and processes.
- Supports internal audits, external audits, regulatory examinations, and risk assessments.
- Identifies trends, control gaps, and process improvement opportunities that enhance compliance, strengthen controls, and mitigate operational risk.
Training, Process Improvement & Operational Excellence
- Coordinate and deliver quarterly Concierge training and other operational training programs
- Ensure branch operational procedures remain current, efficient, and aligned with organizational expectations.
- Serve as a subject matter expert for branch operations, internal controls, fraud prevention, check hold regulations, and government-related item processing.
- Drive operational process improvement that strengthen risk controls, increase efficiency, and enhance the member experience.
- Support operational readiness related to new products, services, technologies, and regulatory requirements.
Project Leadership & Strategic Initiatives
- Participate in cross-functional projects, leads operational initiatives, and is active in organizational committees.
- Collaborate across departments to optimize operational processes, improve compliance and support strategic initiatives.
- Analyze operational performance metrics and trends to identify opportunities for continuous improvement and operational excellence.
- Support change management initiatives and implementation of operational enhancements.
Core Expectations
- Maintain compliance with applicable laws, regulations, and KEMBA policies, procedures, and standards.
- Demonstrate a comprehensive understanding of KEMBA's mission, values, organizational structure, products, services, policies, and operational procedures.
- Pursue continuous professional development through ongoing training, education, certification programs, and industry learning opportunities.
- Foster professional and collaborative working relationships with members, associates, leaders, and business partners.
- Exhibit professionalism, accountability, adaptability, and a commitment to excellence in all responsibilities and interactions.
- Support KEMBA's commitment to service excellence, collaboration, continuous improvement, and operational effectiveness.
- Contribute to organizational initiatives and successfully execute special projects and additional responsibilities as assigned.
Required Qualifications
- Bachelor's degree in Business Administration, Finance, Management, or a related field preferred; equivalent education and experience considered
- Minimum five years of progressive experience in financial institution operations, branch management, Quality Control/Auditing, compliance, operational risk, or a related field
- Demonstrated experience in Quality Control/Audit coordination, operational controls, risk mitigation, and process improvement
- Strong knowledge of financial institution operations, internal controls, regulatory requirements, and risk management practices
- Strong leadership, organizational, analytical, and problem-solving skills
- Excellent communication, project management, and relationship-building abilities
- Ability to manage multiple priorities while maintaining a high degree of accuracy and attention to detail
- Must have reliable transportation and the ability to travel between branch locations
Physical Demands
The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.
The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.
Eligibility
Laptop: Yes
Remote/Hybrid Work: Yes
Cell Phone Reimbursement: No
Vehicle Reimbursement: Yes
Incentive No
Equal Opportunity Employer/Vet/Disabled
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