• Job Description

  Req#: 561359
  About MCU:

  At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

  Our Mission:

  To help hard-working New Yorkers build better tomorrows

  Our Vision:

  Be New York's most loved financial institution by helping our members build their best financial futures

  Overview

  The Manager, Operations Simplicity Partner is a strategic leader responsible for designing, executing, and optimizing support and card service programs that align with MCU’s mission to deliver exceptional member experiences. This role drives operational excellence, strengthens service delivery, and fosters a culture of innovation and continuous improvement across member-facing support functions.

  As a thought leader and change agent, the Simplicity Partner oversees cross-functional initiatives, ensures compliance with card and payment regulations, and develops scalable solutions that simplify workflows, mitigate risk, and enhance member satisfaction. The ideal candidate brings a blend of strategic thinking, operational rigor, and people leadership to elevate MCU’s support capabilities and team performance.

  Responsibilities

  Specific duties include, but are not limited to, the following:

  • Lead the full lifecycle of member support, EFT, and card services programs—from ideation and design to implementation and performance optimization.
  • Identify and evaluate new initiatives that enhance operational efficiency, elevate the member experience, and support MCU’s service strategy.
  • Serve as the business lead on cross-functional projects, including UAT, case management, vendor management, and issue resolution.
  • Conduct risk assessments and implement mitigation strategies to safeguard card services and member operations.
  • Analyze workflows across MSO, EFT, and card operations to identify gaps, inefficiencies, and automation opportunities.
  • Develop and implement solutions that streamline processes, reduce manual effort, and improve staff and member adoption.
  • Collaborate with Technology and Operational Agility teams to align systems (CRM, card platforms, contact center tools, etc.) with member service goals.
  • Maintain and evolve policies, procedures, job aids, and knowledge resources to ensure consistency and operational excellence.
  • Oversee compliance processes related to card services, member data, payments, fraud prevention, and operational controls.
  • Ensure programs meet regulatory, network, and internal standards through proactive oversight and documentation.
  • Lead readiness efforts for audits, exams, and executive reviews related to member support and card services.
  • Design and deliver onboarding, training, and readiness programs for support staff and card services teams.
  • Create and distribute communications that support learning, engagement, and cross-departmental alignment.
  • Monitor adoption and performance of initiatives using data-driven insights.
  • Provide executive-level reporting on service performance, operational metrics, and strategic recommendations.
  • Ensure data quality and leverage reporting tools to demonstrate operational performance and member impact.

  Requirements:

  • Bachelor’s degree or equivalent experience.
  • Minimum 5 years of management experience in credit operations or a related field.
  • Proven success in leading cross-functional projects and driving operational results.
  • Strong analytical, communication, and relationship-building skills.
  • Demonstrated ability to lead change, manage complexity, and influence outcomes

  Competencies:

  • Strategic thinker with a track record of innovation and results.

  • Skilled in managing effective teams that default to action and accountability.
  • Proven ability to build relationships across all levels of the organization.
  • Committed to developing others and fostering inclusive, high-performing teams.
  • Effective communicator and facilitator of change

  
  

  Why you'll be a good fit:

  Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following

  Results - We are passionate about winning.

  Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

  Integrity - We operate with the highest ethical standards and highest degree of honesty.

  Belonging - We cultivate a culture of inclusion and teamwork.

  Ownership - We take personal responsibility and hold ourselves accountable for the results.

  
  

  What we can offer you:

  Competitive compensation, medical and dental benefits.

  401K with employer match

  Flexible paid time off

  Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including, but not limited to knowledge, skills and abilities, as well as geographic location. Incentives and/or benefits packages may vary depending on the position.

  Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.

  We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

• About the company

  This is the official Facebook page for Municipal Credit Union in New York City. Social media privacy policy: http://www.nymcu.org/facebook

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