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Nenagh Credit Union Ltd

 Member Services Manager

 

JOB TITLE: Member Services Manager
REPORTING TO: CEO
 
Nenagh Credit Union Limited are inviting applications for the position of Member Services Manager, on a fulltime, permanent basis. This is an excellent opportunity to join a progressive and ambitious Credit Union with over 16,000 members and assets in excess of €82 million. Nenagh Credit Union wish to appoint a dynamic, energetic individual with a strong track record of operations, people management and delivering excellent customer experiences.

 

GENERAL SCOPE OF ROLE:

Reporting to the CEO, the Member Services Manager will have responsibility for the daily management and development of the Operations Function within Nenagh Credit Union. This will include leading the delivery of best-in-class members experience in branch, on the phone and online. The successful candidate will take ownership of the day-to-day member facing operations in our Credit Union.

More specifically, he/she will:

  • Lead the delivery of excellent member service across all physical channels and support our digital functionality

  • Manage the day-to-day functions of the operations team including but not limited to daily balancing, reporting, implementing compliance recommendations, and member communication

  • Lead the launch & promotion of new products by the Operations Team as they are introduced, beginning with current account and related services

  • Actively lead internal/external promotional, business and membership development campaigns to agreed metrics

  • Responsible for the motivation, coordination and leadership of the operations team

  • Coach and motivate the team to support the delivery of their operational goals and responsibilities

  • In conjunction with the CEO formulate the goals, objectives and standards for the Operations team

  • With the support of the CEO build a culture that is focused on supporting and educating our members on the many benefits of the Credit Union

  • Lead operations within the risk and control framework of Nenagh Credit Union and ensure adherence to all regulatory requirements.

  • Perform capacity and resource management to support the timely execution of tasks and responsibilities.

  • Identify and implement process improvements, service enhancements and provide technical guidance to ensure the continued development of the team

  • Review and update operations policies and procedures as required but at least annually.

  • Together with the CEO map the strategic development of the operations function within the context of the credit union’s overall strategic plan

  • Work with other functional areas of the business to develop the Credit Union

  • Maintain and develop good working relationship with suppliers and outsource providers

  • Ensure that the process and procedures are in place to effectively handle and respond to member feedback

  • Manage all projects in an efficient and proactive manner

 

The above is not an exhaustive list of duties and may change to meet the overall objectives of the Credit Union

The Person:

  • Progressive, solution focussed & flexible, with a proven track record of people management and delivering excellent customer experiences

  • Minimum 5 years’ experience in a similar leadership role

  • Experience in the launch and sale of a new financial service products to the market

  • A relevant financial services qualification, such as APA and/or QFA (or equivalent)

  • Excellent interpersonal, communication & member contact skills, and a clear understanding of what great member experience is & how it is delivered.

  • Strong knowledge of financial & other appropriate regulations

  • Attention to detail, key to ensure that the Credit Union meets its responsibilities as a regulated entity & gets it right first time for the member

  • Strong people skills, with the ability to coach, mentor and guide the development of colleagues, and to work effectively with other team members

  • Ability to work on own initiative and as part of a team

  • Excellent people management skills with the ability to lead, motivate and train team members

  • Satisfy current ‘minimum competence’ requirements as set by the Central Bank of Ireland for the credit union sector, and be willing to undertake further training to achieve those requirements that may be updated/amended from time to time. 

The Process:

Please email your CV with the subject line Member Services Manager to: careers@nenaghcu.ie before close of business on Wednesday 25th May 2022.
Short listing may apply, and assessment will be done on the basis of the information provided in the application.
Nenagh Credit Union Limited is an equal opportunities employer.
Canvassing will disqualify.
Nenagh Credit Union Limited is regulated by the Central Bank of Ireland.