Manager, Operations Simplicity Partner

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

To help hard-working New Yorkers build better tomorrows

Be New York's most loved financial institution by helping our members build their best financial futures

The Manager, Operations Simplicity Partner is a strategic leader responsible for designing, executing, and optimizing support and card service programs that align with MCU’s mission to deliver exceptional member experiences. This role drives operational excellence, strengthens service delivery, and fosters a culture of innovation and continuous improvement across member-facing support functions.

As a thought leader and change agent, the Simplicity Partner oversees cross-functional initiatives, ensures compliance with card and payment regulations, and develops scalable solutions that simplify workflows, mitigate risk, and enhance member satisfaction. The ideal candidate brings a blend of strategic thinking, operational rigor, and people leadership to elevate MCU’s support capabilities and team performance.

Specific duties include, but are not limited to, the following:

• Lead the full lifecycle of member support, EFT, and card services programs—from ideation and design to implementation and performance optimization.
• Identify and evaluate new initiatives that enhance operational efficiency, elevate the member experience, and support MCU’s service strategy.
• Serve as the business lead on cross-functional projects, including UAT, case management, vendor management, and issue resolution.
• Conduct risk assessments and implement mitigation strategies to safeguard card services and member operations.
• Analyze workflows across MSO, EFT, and card operations to identify gaps, inefficiencies, and automation opportunities.
• Develop and implement solutions that streamline processes, reduce manual effort, and improve staff and member adoption.
• Collaborate with Technology and Operational Agility teams to align systems (CRM, card platforms, contact center tools, etc.) with member service goals.
• Maintain and evolve policies, procedures, job aids, and knowledge resources to ensure consistency and operational excellence.
• Oversee compliance processes related to card services, member data, payments, fraud prevention, and operational controls.
• Ensure programs meet regulatory, network, and internal standards through proactive oversight and documentation.
• Lead readiness efforts for audits, exams, and executive reviews related to member support and card services.
• Design and deliver onboarding, training, and readiness programs for support staff and card services teams.
• Create and distribute communications that support learning, engagement, and cross-departmental alignment.
• Monitor adoption and performance of initiatives using data-driven insights.
• Provide executive-level reporting on service performance, operational metrics, and strategic recommendations.
• Ensure data quality and leverage reporting tools to demonstrate operational performance and member impact.

• Bachelor’s degree or equivalent experience.
• Minimum 5 years of management experience in credit operations or a related field.
• Proven success in leading cross-functional projects and driving operational results.
• Strong analytical, communication, and relationship-building skills.
• Demonstrated ability to lead change, manage complexity, and influence outcomes

• Strategic thinker with a track record of innovation and results.

• Skilled in managing effective teams that default to action and accountability.
• Proven ability to build relationships across all levels of the organization.
• Committed to developing others and fostering inclusive, high-performing teams.
• Effective communicator and…