Support Operations Supervisor

Job Details

Job Location
:
Albuquerque, NM 87109

Position Type
:
Full Time

Education Level
:
Bachelor's Degree

Job Shift
:
Day

Location
:
Albuquerque, NM 87109

Schedule of Work
: (not a remote or hybrid position)

- Monday to Friday: 8:30 AM to 5:30 PM

- Saturday: 8:30 AM to 1:30 PM

Please note that this schedule is subject to change as needed.

As a valued full-time team member, you'll enjoy fantastic benefits that promote your health and well-being:

• Comprehensive Medical, Dental, and Vision Insurance
• Paid Short-Term Disability, Life Insurance, and AD&D
• Holiday Pay, Vacation, Birthday, Floating Holiday & Sick Leave
• Tuition Reimbursement for Professional Development
• 401(k) Plan with Employer Match
• Pension Plan for Long-term Security
• Exciting Opportunities for Career Advancement

Overall Job Purpose

At Sandia Area, every position plays a vital role in fulfilling our mission to deliver high-value banking and lending services that strengthen the financial well-being of our members and community. Each team member is expected to embody our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth, contributing to our vision of empowering lifelong achievement through better banking. While specific responsibilities vary by role, every position carries universal expectations aligned with its level of responsibility and authority across the organization.

As a Supervisor at Sandia Area, you play a key role in guiding and supporting your team to achieve operational goals and deliver exceptional member experiences. You are responsible for fostering a culture of trust and accountability while ensuring team alignment with the organization’s mission, vision, and values. By mentoring staff and addressing day-to-day challenges, you contribute to a workplace environment that promotes collaboration, service excellence, and long-term success.

Reporting directly to the Director of Support Operations, the Support Operations Supervisor is responsible for overseeing the daily operational performance of Digital Services and Deposit Services functions, including online/mobile banking, bill pay, P2P, mobile deposit, ACH processing, share draft processing, wires, and digital-related dispute/fraud workflows. This role provides hands‑on leadership, staff development, quality control, and operational oversight to ensure accuracy, efficiency, compliance, and an exceptional member experience.

The Supervisor serves as a subject matter expert, escalates process gaps, and supports the Director in project execution, operational improvements, and cross‑departmental collaboration.

• 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…