Branch Operations Support Manager - Winston-Salem, NC

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of imp ...

Job description

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Branch Operations Support Manager ensures standardized, efficient, and compliant operational activities across all branch locations, driving operational efficiency, service excellence, and risk mitigation throughout the branch network. The Branch Operations Support Manager and team are responsible for developing, publishing, and maintaining branch operational policies, procedures, and associated guides. The manager is responsible for branch network communications and supports the implementation of new technology, including configuration and end-user testing, serving as a subject matter expert for business-as-usual (BAU) and enterprise-wide initiatives that impact the branch network. Acting as a key partner to in-region Operations Coordinators and branch leadership, the Branch Operations Support Manager champions usability, quality, and innovation to enhance member experience and operational integrity.

Essential Functions and Responsibilities

• Develops, implements, and monitors standardized operational policies and procedures to ensure consistency and efficiency across all branches. Identify areas for improvement and implement solutions to enhance productivity and service delivery.
• Reviews results of audits and branch inspections conducted by Internal Audit and Branch Operations Coordinators to identify high-risk activities, locations, and challenges with policy adherence.
• Collaborates with key stakeholders and leadership to address these issues systemically across the branch network, implementing corrective actions and process improvements to strengthen compliance and mitigate operational risks (e.g., cash handling, security protocols, fraud prevention).
• Assesses training needs and coordinates development and delivery of comprehensive training programs for branch staff on new operational procedures, system updates, and compliance requirements.
• Supports the planning and execution of special projects or initiatives impacting the branch network, such as technology rollouts, process changes, or new product implementations.
• Assists project leads by providing operational expertise, coordinating branch-related activities, and ensuring successful implementation across the network.
• Works with vendors to address day-to-day operational needs and service issues, ensuring timely resolution and maintaining positive relationships. Support contract compliance and assist with routine coordination of services, supplies, and equipment to meet branch operational requirements.
• Monitors and analyzes branch performance metrics (KPIs) related to operations and quality control, identifies trends, and reports insights to senior management with data-driven recommendations for improvement.
• Provides consistent, high-quality communication with team, peers, and senior leadership through meetings, feedback sessions, and written updates.
• Initiates and supports the implementation of operational changes, new products, and system upgrades by leading testing, training, and documentation.
• Manages, coaches, and develops Branch Operations Support Specialists and Member-Facing Document Control Specialists.
• Oversees Truliant Library audits, document creation, and maintains work-related sites to ensure accuracy.
• Facilitates stakeholder meetings to present findings, gather feedback, and escalate concerns when necessary.
• Partners with other business units and subject-matter experts to define training needs and delivery methods.
• Coordinates and supports complex operational projects and organizational initiatives, ensuring deliverables are completed accurately, efficiently, and in alignment with departmental expectations.
• Serves as a backup for the Director of Branch Network Operations in their absence, providing guidance and oversight to team members as well as for the Branch Network.

Other Duties and Responsibilities

• May be required to perform administrative support duties.
• Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must maintain a thorough understanding of credit union regulations and compliance requirements, including NCUA guidelines, BSA/AML, OFAC, Reg CC, Reg E, and other applicable federal and state laws.
• Must have in-depth knowledge of branch operational processes, policies, and risk management practices.
• Must have the ability to write, publish, and maintain operational policies and procedures with clarity and precision.
• Must be familiar with branch systems, configuration, business processes, and end-user testing; strong PC skills, including MS Excel, Word, and PowerPoint.
• Must have the ability to analyze operational data, identify trends, and make data-driven recommendations for improvement.
• Must be skilled in planning, managing, and executing projects, including technology rollouts and process changes.
• Must have excellent verbal and written communication skills; ability to convey complex information clearly to diverse audiences.
• Must have the ability to lead, mentor, and develop team members; strong interpersonal skills for collaboration across departments.
• Must have strong critical thinking and decision-making skills to resolve operational challenges and implement improvements.
• Must be detail-oriented with the ability to manage multiple priorities and projects simultaneously.
• Must be flexible and able to adjust to changing priorities and organizational needs.
• Must demonstrate a commitment to delivering exceptional member experience through operational excellence.
• Must be skilled in creating Excel reporting and be able to partner with others in the organization when more complex reporting is needed.
• Must be able to complete all assignments with minimal supervision.
• Should possess a strong commitment to providing excellent service to Truliant's members.

Physical Requirements

• Occasional standing, walking, bending, and stooping required.
• Must be able to sit at a desk for long periods of time and use a computer.
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds.

Education and Background

• High School Diploma required; Bachelor's degree preferred;
• Minimum of five years of experience in branch operations or equivalent required, with at least three years in a role supporting operational activities at a network or organizational level (multi-location oversight).
• Experience in project management and leading cross-functional initiatives preferred.
• Must have demonstrated success in managing operational policies, compliance programs, and process improvements across multiple branches or business units.
• Team leadership experience required, including coaching and development of staff supporting enterprise-wide operations.

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account