Director Internal Support Group

Job Description

JOB INFORMATION

Title:

Director Internal Support Group

Officer Title:

VP

Grade:

32

FLSA Classification:

Exempt

Date Last Edited:

9/12/2025

Reports To:

Director Member Operations Administration

Department:

Member Operations Administration

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=1160

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.

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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.

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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.

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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.

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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.

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Foster strong working relationships with other departments, including IT, Risk, Compliance, HR, and other teams to address complex operational challenges and implement strategic initiatives.

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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.

Bachelor’s Degree

in Business Administration, Finance, Operations Management, or a related field is preferred. Equivalent experience may be considered.

X

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.

X

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Proficiency in core banking systems, workflow and document management tools, Microsoft Office Suite, and intermediate level data analysis.

•

Strong verbal and written communication skills.

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Ability to translate technical or regulatory concepts into practical guidance for diverse audiences.

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Demonstrated ability to analyze complex operational issues, develop actionable solutions, and manage competing priorities under time constraints.

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Experience in developing and delivering training sessions, both in-person and virtually.

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Familiarity with project management principles and tools. Ability to organize, prioritize, and drive initiatives to completion.

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Proven track record of successful teamwork across functions and levels.

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Capacity to thrive in a fast-paced, evolving environment with shifting priorities.

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Attention to Detail: Exceptional organizational skills and precision in documentation and reporting.

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

25

Occasionally

Travel outside of work location to attend meetings and training programs

Frequently

Required to skillfully operate a computer, telephone and other standard office equipment

Occasionally

Accommodate a flexible schedule to meet business needs including evenings and weekends.

WORK ENVIRONMENT

•

Typically the noise level in the work environment is low to moderate.

•

May experience occasional job stress in response to job demands.

•

High energy, high impact atmosphere.

•

There are no significant hazardous conditions.

Title:

Director Internal Support Group

View Competencies

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 3

1. Creates a sense of accountability and personal ownership for employees and self.  2. Designs strategies to inspire peers and business unit to raise the bar of customer service delivery.  3. Monitors industry for trends in enhancing member service with special attention to financial services.  4. Establishes best practices for internal and external service excellence.  5. Systematically identifies potential problems when designing systems/processes using techniques including brainstorming and cost/benefit analyses to reduce the chances of unnecessary problems.

Resiliency

Adapts positively to changing environments in order to achieve business results.

Level 3

1. Encourages new ideas and innovations; designs and implements new or cutting edge programs/processes.  2. Establishes programs that result in continuous improvement through innovation and lean thinking.   3. Guides others to understand and accept change more readily. Directs team through ambiguity to ensure ongoing success.   4. Leads a continuous cycle of innovation that incorporates feedback and lean thinking to improve future initiatives.  5. Remains in touch with the evolving needs and demands of the market and looks for trends and new ideas that might affect the organization.

Results Driven

Drives critical activities to completion. Meets organizational goals and customer expectations.

Level 3

1. Conducts ongoing organizational unit performance and risk analysis, recognizing strategic opportunities for success as well as potential risks. Adjusts strategies to address opportunities as well as potential risks to ensure attainment of business unit targets.  2. Evaluates organizational benefits and impacts of regulations. Creates standards and business processes to ensure regulatory compliance.  3. Leads organizational units to drive critical activities to completion. Demonstrates how units contribute to organizational results.  4. Sets operational productivity measures in terms consistent with business strategy. Defines responsibilities and processes for monitoring, communicating progress, and measuring results.

Leadership

Leads people towards meeting the organization’s vision, mission, and goals. Provides an inclusive workplace that fosters diversity, development, teamwork and continuous improvement.

Level 3

1. Builds and manages workforce based on organizational goals and budgetary considerations. Drives ongoing workforce planning and succession to support future vision.    2. Develops networks and builds alliances; collaborates across boundaries to build strategic relationships and achieve common goals.  3. Looks towards the broadest possible view of an issue or challenge. Discusses multiple aspects and impacts of issues and projects them into the future.  4. Nurtures growth and development; promotes organizational learning within and across business units by providing challenging and stretching tasks and sharing key experiences.  5. Projects competence and composure. Communicates with credibility. Demonstrates situational- and self-awareness.

Strategic Visioning

Takes a long-term view and builds a shared vision within the organization; acts as a catalyst for organizational change. Influences others to translate vision into action.

Level 3

1. Facilitates cross-boundary communication to surface and resolve issues proactively.  2. Leads the organization to develop and translate strategy into operational goals and priorities.  3. Modifies the organizational structure to address strategic leadership and talent needs.  4. Sees beyond short term commitments to a long-term competitive, sustainable position.  5. Stays in touch with the evolving needs and demands of the market and looks for trends and new ideas that might affect the organization.