Operations Manager

Position Summary

The Operations Manager plays a critical role in protecting Texas Tech Credit Union and its members by leading the credit union’s fraud prevention and detection strategies. This position oversees both the Fraud and Deposit Operations teams, with a primary focus on mitigating fraud risk in an increasingly complex financial landscape. The Operations Manager leads our fraud department, stays current on emerging fraud trends and technologies, and ensures the implementation of effective policies, procedures, and communication strategies to minimize losses and enhance member trust.

In addition to fraud oversight, the Operations Manager supports the credit union’s operational efficiency by managing the Deposit Operations team. This includes overseeing transaction processing, exception handling, and system performance while collaborating across departments to improve member experiences and support frontline staff. This dual-function role combines leadership, cross-functional collaboration, and a deep commitment to risk mitigation and service excellence.

Duties & Responsibilities

• Serve Texas Tech Credit Union members and employees pleasantly and professionally in accordance with Texas Tech Credit Union core values of Trust, Respect, Excellence, Kindness, and Stewardship
• Collaborate with internal departments to resolve member concerns and improve the overall member experience
• Manage communication strategy to inform members about fraud investigations, prevention efforts, and emerging fraud trends
• Oversee daily operations of Deposit and Fraud Operations teams, ensuring accurate, timely, and efficient processing across all services including, but not limited to, ACH, Wire, and Mobile Deposit
• Lead, mentor, and develop team members by conducting performance reviews, providing feedback, and identifying training and development needs
• Allocate resources effectively to meet departmental goals and achieve service expectations
• Establish, monitor, and enforce Service Level Agreements (SLAs); manage escalated tickets to ensure prompt resolution
• Implement and maintain department knowledge base articles, policies, and procedures
• Identify vulnerabilities in fraud control processes and recommend improvements
• Lead investigations into suspected fraud, coordinating with internal teams, external partners, and law enforcement as needed
• Stay informed on emerging fraud trends, technologies, and best practices to continuously improve fraud prevention efforts
• Develop and lead fraud and deposit operations training for frontline teams
• Monitor and analyze department performance metrics and trends; prepare reports to support decision-making and identify improvement opportunities
• Assist in the evaluation, selection, and implementation of new technologies and systems to enhance departmental effectiveness
• Maintain strong relationships with vendors; monitor support case progress and communicate updates to stakeholders
• Maintain up-to-date knowledge of industry standards and best practices through continuing education and training opportunities

Skills & Qualifications

• Bachelor’s degree in Business Administration, Finance, Criminal Justice, or related field preferred
• 3-5 years of experience in financial institution operations, with a strong emphasis on fraud prevention and deposit services
• 2+ years in a leadership or management role
• Certifications such as Certified Fraud Examiner (CFE) or Certified Anti-Money Laundering Specialist (CAMS) are a plus
• In-depth understanding of fraud schemes, prevention strategies, and investigation techniques
• Ability to analyze fraud trends and adapt controls accordingly
• Strong investigative and decision-making skills
• Experience in deposit operations, including ACH and wires, preferred
• Knowledge of compliance regulations (e.g., Reg E, NACHA Rules, BSA/AML) and industry best practices
• Process improvement and workflow optimization skills
• Proven ability to lead, coach, and develop teams
• Excellent written and communication skills

This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.