Senior Manager of Service Delivery, Marlboro or Chelmsford, MA. Hybrid, Full-Time

Schedule

Monday - Friday 8-5 (40 hours)

What You'll Do

Job Summary:

The Senior Manager, Branch Operations is responsible for leading and optimizing the operational infrastructure that enables First Tech's branch network to deliver consistent, compliant, and exceptional member experiences. Reporting to the Director of Service Delivery Operations, this role oversees critical operational domains including but not limited to physical branch locations, cash management and branch equipment, all while ensuring operational excellence, risk mitigation and scalability across the full branch footprint. This role will partner closely with Channel Strategy, working to execute against key deliverables from FT's ATM and Connected Technology roadmaps. This role will also need to develop and nurture strong relationships with Branch Leadership, Shared Services, Digital, IT, Risk, Facilities, and key vendors to standardize processes, improve performance, and support growth initiatives while maintaining a strong control environment.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides operational leadership and strategic partnership for branch operations, ensuring alignment with First Tech's service standards, compliance requirements and member experience goals

• Oversees operational performance across branch physical locations, cash handling and equipment (inclusive of ATM's, Cash Recyclers...) identifying risks, inefficiencies, and opportunities for improvement

• Oversees the lifecycle, availability, maintenance, and performance of branch equipment (e.g., teller systems, ATMs, Cash Recyclers, safes, kiosks), ensuring reliability, vendor accountability, and alignment with operational standards

• Manages all aspects of branch cash operations, including forecasting, controls and vendor relationships, to ensure accuracy, security, compliance, and cost efficiency

• Leads operational readiness and ongoing support for branch facilities, including openings, closures, remodels, safety, and facility standards, in partnership with Facilities and Branch Leadership

• Partners with Branch Leadership implement standardized operating procedures, audit readiness practices and operational controls across all branch locations.

• Directs vendor activities related to branch facilities, cash services, armored carriers, equipment maintenance and operational services

• Analyzes operational data, audit results, incident trends and performance metrics to drive root cause analysis and corrective action

• Ensures compliance with applicable regulations, internal policies and operational risk standards related to branch operations and cash handling

• Develops and maintains operational documentation, reference materials and communications to ensure consistency and clarity across the branch network

Typical Scope:

• Drives operational direction of a multi-site branch network and ensures departmental milestones are met. Identifies and resolves technical, operational and organizational problems. Makes decisions guided by policies and business plans. Owns short to mid-term (1-3 years) execution of functional strategy. Problems faced are often complex and require extensive investigation and analysis. Influences timelines, expectations, and practices within and beyond immediate team.

• Contributes to the development and implementation of strategies that support business objectives. Ensures execution aligns with organizational priorities and budgetary constraints. Manages a department or small unit that includes multiple teams. Operates in a moderately complex environment and provides input into strategic decisions that affect the functional area. May contribute to budget development and resource planning

• Typically manages through subordinate managers and professionals. Oversees larger groups and ensures alignment with departmental goals. Provides leadership across teams and fosters collaboration, accountability, and performance. Responsible for results, including costs, planning, and staffing

• 4 - 7 Managers, Assistant Managers and/or P4 and below reporting to them

What You'll Need

Education & Experience:

• Required Education: Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree), advanced degree preferred.

• Required Experience: 6+ years of relevant experience, 2+ years as a People Leader.

Qualifications & Skills:

• Proven ability to drive major improvements in service strategy & delivery, employee readiness, and operational efficiency

• Strong expertise in experience optimization & strategy, service operations, and front line enablement

• Skilled in partnering with various external enterprise teams with the ability to influence prioritization and drive results

• Exceptional communication, with a track record of influencing senior leaders and mobilizing large teams

• Data driven decision maker with strong knowledge of service metrics and performance management

• Demonstrated success leading teams through transformation, modernization, and continuous improvement.

What We Do

DCU is the largest credit union headquartered in New England - serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

DCU is not currently offering Visa transfer/ sponsorship for this position.

Expected Pay Range

$116,500 - $140,000 / year