Operational Monitoring Manager

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email [email protected] and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

The Manager, Operational Monitoring is responsible for the strategic leadership, oversight, and continuous enhancement of the credit union's operational monitoring and sales monitoring programs. This role leads a team of analysts responsible for reviewing business processes, analyzing monitoring results, identifying operational trends and control gaps, and providing actionable insights to leadership. The Manager partners with business units, Compliance, Risk Management, Internal Audit, Fraud, and executive leadership to share monitoring data, support audit and compliance review activities, strengthen operational controls, and promote continuous improvement. This position is accountable for the effectiveness of monitoring programs, reporting frameworks, governance processes, and team development initiatives that support organizational objectives and data-informed decision-making.

Job Description

To be effective, an individual must be able to perform each job duty successfully:

·       Provides strategic leadership and oversight for Branch Monitoring, Sales Monitoring, digital and contact center channel monitoring, third-party process monitoring, and any other monitoring efforts needed for the credit union, ensuring program effectiveness, alignment with organizational objectives, and actionable insights that support operational decision-making.

·       Leads, develops, coaches, and manages monitoring team members by establishing performance expectations, supporting professional development, promoting accountability, and fostering continuous improvement.

·       Establishes and maintains monitoring frameworks, methodologies, standards, procedures, escalation processes, and governance practices designed to identify operational trends, control gaps, member-impacting issues, and opportunities for process improvement.

·       Oversees monitoring reviews, quality assurance activities, data analysis, and risk assessments to identify emerging risks, trends, control gaps, and opportunities for process improvement.

·       Partners with business unit leaders to evaluate monitoring results, establish corrective action plans, address identified risks, and enhance operational effectiveness.

·       Oversees the collection, validation, analysis, and interpretation of data used to support monitoring activities, risk identification, and strategic decision-making.

·       Directs the development, maintenance, and enhancement of dashboards, scorecards, key performance indicators (KPIs), executive reporting, and management reporting.

·       Owns the monitoring technology and data roadmap, including evaluation, selection, and implementation of monitoring, analytics, automation, and AI-enabled tools.

·       Establishes governance and risk controls for the use of AI and automation within monitoring activities, including validation, documentation, human oversight, and alignment with model risk management and data privacy requirements.

·       Communicates significant trends, risks, findings, and recommendations to executive leadership through presentations, reporting, and strategic discussions.

·       Supports audit requests, regulatory examinations, and compliance reviews by providing monitoring data, trend analysis, reporting, and related documentation that help inform review activities and validate operational outcomes.

·       Leads strategic initiatives, monitoring projects, system enhancements, and process improvement efforts aimed at increasing efficiency, strengthening controls, improving monitoring effectiveness, and leveraging automation opportunities.

·       Establishes data governance, reporting standards, monitoring methodologies, and documentation requirements to support consistency, quality, and sustainability.

·       Collaborates with Compliance, Risk Management, Fraud, Operations, Internal Audit, and other business units to share monitoring insights, identify emerging operational concerns, and support data-informed mitigation strategies.

·       Evaluates emerging industry trends, regulatory changes (including horizon scanning for evolving expectations such as consumer data rights and UDAAP), technologies, and monitoring best practices and implements enhancements to strengthen program effectiveness.

·       Maintains awareness of company policies and applicable regulatory expectations to ensure monitoring activities, reporting, and recommendations appropriately support the credit union’s compliance and audit readiness efforts.

·       Performs other duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed are representative of the knowledge, skills, and abilities required to perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

EXPERIENCE

·       Minimum seven years of experience in monitoring, fraud, compliance, quality assurance, audit, risk management, operations, data analysis, or a related role within a financial services environment.

·       Minimum two years of leadership, supervisory, project leadership, coaching, or team development experience.

·       Experience supporting or improving monitoring programs, quality assurance processes, operational controls, risk reviews, or reporting frameworks.

·       Experience contributing to process improvement efforts, system enhancements, workflow changes, or cross-functional projects.

·       Experience working with sales monitoring, operational monitoring, fraud prevention, compliance support, risk management, audit support, or operational review functions.

·       Experience preparing or presenting findings, trends, and recommendations to leaders, business partners, or management teams.

·       Hands-on experience using SQL and business intelligence tools such as Power BI or Tableau to develop dashboards, support reporting automation, and analyze large data sets.

EDUCATION

Bachelor's degree in business, finance, accounting, information systems, data analytics, or a related field; OR an equivalent combination of education and relevant experience.

SKILLS AND TECHNOLOGY

·       Advanced leadership, coaching, and team development skills.

·       Expert-level analytical, problem-solving, root cause analysis, and risk assessment capabilities.

·       Strong understanding of operational controls, sales monitoring, quality assurance, fraud prevention, compliance, and risk management practices.

·       Advanced data analytics and reporting expertise, including the ability to translate complex data into executive-level insights and recommendations.

·       Strong technical literacy in SQL, business intelligence, data modeling, and automation sufficient to direct, review, and validate team analytics.

·       Knowledge of AI, machine learning, and automation capabilities and their associated risks, governance, and regulatory expectations.

·       Ability to develop and execute a technology and data strategy for monitoring programs.

·       Strong business acumen with the ability to influence decisions and drive organizational change.

·       Excellent communication, presentation, facilitation, and stakeholder management skills.

·       Strong project management, process improvement, organizational, and strategic planning abilities.

·       Ability to lead cross-functional teams and enterprise-wide initiatives.

·       Strong understanding of financial institution operations, regulatory requirements, and governance expectations.

·       Ability to effectively balance regulatory compliance, operational efficiency, member experience, and organizational objectives.

MANAGERIAL RESPONSIBILITY

Responsible for leading, coaching, developing, and managing Monitoring Program Analysts and Senior Monitoring Program Analysts.

PREFERRED QUALIFICATIONS

·       PMP certification, PRINCE2 certification, Lean Six Sigma certification, or equivalent project and process improvement experience preferred.

·       Experience with core banking, governance, risk and compliance (GRC), CRM, or monitoring platforms (e.g., Keystone, Archer, Dynamics) preferred.

·       Demonstrated experience leading analysts, strategic programs, and enterprise-wide initiatives preferred.

·       Experience leading the implementation of automation, continuous monitoring, or AI-enabled solutions preferred.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands: Ability to sit, talk, and hear consistently. Ability to stand, walk, and use hands to handle or reach occasionally.

Vision Requirements: Close vision and distance vision.

Weight Lifted or Force Exerted: Ability to lift up to 10 pounds occasionally.

Environmental: There are no unusual environmental factors, consistent with a typical office setting.

Noise Environment: Moderate noise, including business office equipment and light traffic.

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.