Director Internal Support Group

Hudson Valley Credit Union is currently recruiting for a Director Internal Support Group. Primary Function: Develop and execute a plan to create a dynamic, solution-driven team dedicated to optimizing the efficiency, service quality, and operational integrity of the credit union's core business functions. Act as a vital bridge between member support staff, back-office operations, and management. Ensure that operational teams have the tools, guidance, and resources necessary to deliver seamless member experiences and uphold the highest standards of risk management, compliance, and process improvement.

• Serve as the leader and primary point of contact for Member Operations teams seeking assistance with day-to-day challenges, including transaction processing, system errors, reconciliation issues, and member account inquiries. Diagnose problems quickly, coordinate and communicate timely, effective solutions.
• Oversee maintenance and comprehensive documentation of operational processes, policies, and procedures. Ensure accessibility and clarity of process guides for all Member Operations staff. Ensure periodic reviews are completed to incorporate changes resulting from regulatory updates or business initiatives.
• Develop key metrics, track and report on support requests, training activities, process changes, and improvement outcomes. Evaluate trends in performance and make data-driven recommendations and decisions to improve efficiency and member experience. Work to implement improvements. Provide regular insights to management on operational trends, risks, and organizational opportunities.
• Partner with HVCU's training resources to design and deliver targeted programs for new and existing Operations team members, focusing on operational systems, compliance requirements, risk mitigation, and service excellence. Partner with HR and department managers to support onboarding and ongoing professional development.
• Develop and lead team to provide support for core operational technologies, including banking platforms, workflow management tools, and reporting systems by liaising with IT teams and vendors to report on, escalate and resolve complex technical issues.
• Collaborate closely with the Compliance department to interpret regulatory requirements, translate them into operational procedures, and ensure adherence across teams. Support internal audits and risk assessments as needed.
• Encourage a culture of process improvement by collecting feedback from Operations teams, analyzing pain points, and recommending enhancements. Drive or participate in cross-functional projects to streamline workflows, reduce errors, and optimize performance.
• Curate, organize, and disseminate knowledge resources-including FAQs, process updates, best-practice bulletins, and troubleshooting guides-to enable Operations staff to self-serve and stay informed.
• Foster strong working relationships with other departments, including IT, Risk, Compliance, HR, and other teams to address complex operational challenges and implement strategic initiatives.
• Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.
• Embrace and apply HVCU's guiding principles to all activities and responsibilities. This includes the Credit Union's Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union's initiatives by demonstrating teamwork and professionalism.
• Responsible for regular and predictable attendance including punctuality.

• Education: Bachelor's degree in Business Administration, Finance, Operations Management, or a related field is preferred. Equivalent experience may be considered required.
• Minimum 10 years in operations support, process improvement, or a related function within the financial services sector, preferably at a credit union or community bank required.

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Join a team where your growth matters. At Hudson Valley Credit Union, we offer a supportive, community-focused culture, competitive benefits, and opportunities to grow your career while making a meaningful impact. Come be part of a Great Place to Work!

Employee Perks:

• Base & Variable Pay Structures

• Paid Personal, Holiday & Volunteer Time Off

• Professional Development Training through HVCU University & Academy

• Student Loan Repayment & Tuition Reimbursement Programs

• Medical, Dental & Vision Coverage

• 401(k) With Employer Match & Non-Elective Employer Contribution

• Life, Short-term & Long-term Disability Insurances

• Discounted Loan Rates & Fees

HVCU is an Equal Opportunity Employer, including individuals with disabilities and veterans.