As the ITM Manager, you will be responsible for the leadership, performance, and operational success of the Interactive Teller Machine (ITM) Department. This includes managing and developing a team of ITM Agents, overseeing service levels, ensuring exceptional member experience, and maintaining accountability for the operational readiness of the ATM / ITM fleet. This role will provide strategic oversight, escalations, and decision-making for machine operations, vendor performance, workforce management, and service delivery. This role also oversees cash management processes at a departmental level and ensures full compliance with internal controls, policies, procedures, and regulatory requirements.
Job Responsibilities :
- Responsible for meeting department service and sales goals by leading process-improvement efforts.
- Facilitate weekly meetings and trainings, and uses tools to remove friction points
- Manages and develops direct reports through effective hiring, training, assignment of duties, coaching, performance evaluations, and corrective action when necessary
- Ensures staff comply with regulatory requirements, departmental standards, and organizational policies
- Makes recommendations related to promotions, compensation, and personnel decisions
- Oversees daily ITM call center operations and ATM / ITM fleet, monitors reports, uses data to make recommendations for improvements, and ensures uptime and balancing
- Serves as the primary escalation point for complex member situations and ensures timely, accurate resolution that supports both member satisfaction and operational goals.
- Reviews calls, provides ongoing coaching, and supports agents in meeting cross-sales and service expectations.
- Identifies skill gaps and implements strategies to strengthen member engagement and overall performance
- Monitors and analyzes operational and performance trends, prepares reports, and recommends changes to improve productivity, staffing efficiency, and service levels
- Provides direct member support by performing ITM agent duties during peak periods, staffing gaps, or when hands-on support is required to maintain service levels
- Ensures internal controls, security procedures, and regulatory requirements are consistently followed. Promotes adherence to organizational policies, maintains operational integrity, and reinforces the credit union's standards for service and professionalism.
Experience :
Two to Five years of similar or related experience, including time spent in preparatory positionsPrevious supervisory experience preferredBilingual preferredEducation :
High School degree or GEDSchedule :
Exempt (Tuesday through Saturday)Great Benefits Package!