Member Service Manager

About The Role

Responsible for the day to day administrative operations and management of Northwestern Mutual Credit Union (NMCU) employees. Responsible for direct management of assigned personnel including training, development, assigning, monitoring and reviewing work. This includes direct and indirect responsibility for numerous back-office, as well as some frontline operations at each of the credit union offices. Incumbent will be involved in setting and executing credit union strategy, implementing new services, developing credit union procedures and communicating and negotiating with third party vendors.

Areas of involvement include lending, accounting, financial reporting, budgeting, investments, marketing, compliance, customer service, collections, computer operations, and purchasing.

• Management responsibilities include selection, training, coaching, performance evaluation, and salary administration in compliance with all regulated, policy and contractual standards. Maintains strong communications with team members.
• Serve as SME for all credit union personnel concerning questions on work processes and procedures, including the computer environment and systems used to support the credit union.
• Provide divisional business process expertise for projects.
• Lead and/or participate in the research, analysis, and recommendation for new processes or modifications to existing processes.
• May also work with outside vendors. Research and analyze impact on operations due to audit requests, system changes, etc.
• Recommend changes in work procedures to improve efficiency within the unit and keep work procedures up to date.
• Stay abreast of current trends and best practices for credit union operations.
• Liaison with outside vendors regarding equipment and/or software problems.
• Ensure that credit union members are receiving convenient, confidential, high quality service via all service channels.
• In conjunction with the manager and board of directors, develop and implement the credit union business plan.
• Coordinate budget preparation for the Credit Union and monitor budgeted vs. actual expenses.
• The incumbent is responsible for the effective management of his/her staff to ensure compliance with Northwestern Mutual's Affirmitive Action program and diversity goals and objectives.

• Bachelors degree with emphasis in business, finance, or a related field required or equivalent combination of education and progressively responsible work experience.
• Minimum of 5 years of related work experience in a credit union or other retail financial institution including a minimum of 2 years of people management responsibilities.
• Strong verbal and written communications skills with demonstrated ability to interact professionally with a diverse customer base.
• Must possess strong organization skills and have the ability to manage and attend to detailed information.
• Solid working knowledge of computerized financial business applications and personal computer software applications (Excel, Word, etc.).

• Attention to Detail:
  Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presentation, content, accuracy, and overall quality.
• Audits:
  Demonstrates the ability to interact with others in the audit process, including working with other auditors, commenting on audit reports, and developing corrective action plan.
• Compliance Metrics, Monitoring & Reporting:
  Establishes, analyzes and interprets compliance metrics. Defines and implements monitoring controls in order to communicate compliance status, risks, trends and monitors results to stakeholders.
• Financial Acumen:
  Applies the knowledge of financial statements, financial analysis, budgeting, forecasting, and financial modeling to ensure decisions are fiscally sound and responsible.
• Process Improvement:
  Assesses the current processes and impact to analyze, design, and manage potential improvement areas for more efficient, effective workflow.
• Talent Development & Planning:
  Develops direct reports’ skills based on organizational…