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Manager, Support Services

Location: FL Pensacola - GPO Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description

Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential
*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)
*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To plan, direct and manage critical support functions within Business Services, which includes process improvement, change management, strategic marketing, website development, competitive research and product development. Evaluate and adjust work quality, staff performance, processes and procedures to meet goals. Serve as a subject matter expert regarding product development, strategic marketing, and competitive research. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic


•    Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
•    Conduct benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue and minimize financial risk
•    Identify and resolve performance gaps and obstacles; implement changes and improvements
•    Collaborate with senior leadership and division managers to improve NFCU’s competitive position and level of service for business members
•    Provide guidance and direction to supervisors regarding strategic projects, complex member related matters and processing issues; authorize appropriate solutions to resolve issues
•    Serve as primary point of contact for staff; provide support to the Vice President, Business Services on lending programs, payment solutions, current issues, compliance and existing opportunities
•    Oversee the analysis of emerging trends, technology and programs and make recommendations to the Vice President, Business Services
•    Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations and NFCU policies and procedures
•    Establish and maintain effective vendor relationships, negotiate contracts, monitor vendor performance, ensure adherence to service level agreements
•    Prepare reports and make presentations to senior management
•    Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
•    Serve as change management lead for business unit; apply change management principles and knowledge to conduct organizational assessments, develop strategies, change roadmaps and plans
•    Partner with and provide support to internal divisions that support the business unit
•    Provide overall leadership to large strategic projects and/or programs; ensure effective management of projects from inception through implementation
•    Oversee training and development programs for staff; evaluate training programs to ascertain effectiveness
•    Perform supervisory/managerial responsibilities
o    Ensure adequate/skilled staffing; select employees
o    Establish performance goals and priorities
o    Prepare, conduct and review performance appraisals
o    Develop, mentor and counsel staff
o    Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
o    Ensure section/branch goals and objectives align with division/department strategy

•    Master’s degree in Business Administration, or related field, or an equivalent combination of education, training, and experience
•    Advanced knowledge of banking/financial industry trends, products and services
•    Extensive experience in member/customer service operations to include understanding of effective member/customer service philosophy
•    Extensive experience in supervising and leading employees
•    Expert knowledge of marketing, web design and competitive market data
•    Expert knowledge of business deposit related products, treasury management services and cash cycle operations
•    Expert skill developing and implementing programs in a leadership role, providing vision and strategic thinking around a full range of technical decisions and issues
•    Expert skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
•    Expert skill interacting with staff, management, vendors and members diplomatically and tactfully
•    Expert skill building effective relationships through rapport, trust, diplomacy and tact
•    Expert skill exercising initiative and using good judgment to make sound decisions
•    Expert skill in producing desired results and achieving goals and objectives
•    Expert skill identifying and analyzing business requirements and recommending solutions
•    Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
•    Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
•    Expert skill presenting findings, conclusions, alternatives and information clearly and concisely
•    Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
•    Expert verbal and written communication skills
•    Advanced database, word processing, spreadsheet, and presentation software skills
•    Desired – Advanced knowledge of NFCU policies, procedures, products, and services
•    Desired – Experience in commercial, small business, and third party (SBA) lending

Monday-Friday, 8:00AM-4:30PM

Equal Employment Opportunity


Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability