About the Role Matrix Recruitment are partnering with Journi Credit Union to appoint an Operations Manager to help drive enhancement and growth across the Operations function. Reporting into the Head of Operations, this role carries enterprise-wide responsibility for operational performance across: This is an excellent opportunity to play a key role in delivering the Credit Unions Strategic Plan through operational excellence, strong governance, digital enablement, and a member-first culture. Exciting opportunity to be a key driver in excellence and growth! 1. Strategic & Executive Contribution Support delivery of the Strategic Plan within the Credit Union Act and Central Bank framework. Translate Board-approved objectives into operational plans. Contribute to Executive decision-making as a senior operational leader. 2. Credit Union Operational Leadership Oversee operational performance across all member-facing services including branches, digital platforms, phone services and the Centre of Excellence. Standardise processes while maintaining strong local member engagement. Maintain regulatory alignment and strong operational governance. Ensure appropriate financial controls, segregation of duties and cash management. 3. Branch Network Oversight Provide leadership and performance oversight across the network. Directly oversee governance and performance of a designated large branch. Ensure compliance with AML/CFT, Consumer Protection Code, Data Protection and internal policies. 4. Centre of Excellence & Member Services Ensure compliant onboarding aligned with AML/CFT legislation and Central Bank guidance. Oversee accurate and timely payments processing and monitor SLAs, turnaround times and service quality metrics. Drive first-contact resolution, member satisfaction and digitally enabled service delivery. 5. MPCAS & Product Oversight Ensure compliant operational management of MPCAS. Oversee operational processes and maintain operational readiness for product enhancements and manage associated operational risk. 6. Regulatory Compliance & Governance Ensure compliance with the Credit Union Act, Central Bank regulations, AML/CFT and Consumer Protection requirements. Act as first line of defence for operational risk. Liaise with Risk, Compliance, Internal Audit and regulators. Ensure timely remediation of audit findings and support Board and Committee reporting. 7. Technology, Systems & Reporting Oversee operational effectiveness of systems and digital platforms, consistently driving improvements. Work with outsourced IT providers to ensure resilience, data security and business continuity. Develop and monitor operational MI and KPIs across operations, ensuring efficiency and compliance. Provide structured reporting to the Head of Operations and Executive Team. 8. People & Culture Lead operational and member services teams across branches and the CoE and set clear performance objectives. Foster a member-first culture and support succession planning and development. PersonSpecification Essential Criteria 5 years+ experience within a credit union, banking or lending environment. APA or QFA qualified. Leadership experience preferred. Experience managing AML/CFT, onboarding and payments processes. Strong regulatory and risk awareness. Strong stakeholder management experience. Leadership skills and people development skills. Proven experience driven process improvements and enhancements. Flexibility to work 5 days per week (35hours) across Monday-Saturday (Saturday work infrequent, typically 1 time every 2 months). All applications for this position to be submitted through Matrix Recruitment. Register your interest in this position by applying directly via the jobs board or sending your CV directly to By applying, you are giving consent for Matrix Recruitment to contact you about this job. We collect your data for recruitment purposes only and will retain it for the duration required as outlined in our privacy policy. All CVs are treated in strict confidence and will not be submitted to any client without your prior knowledge and permission. Please note that due to the high volume of applications, we can only respond to candidates who meet the criteria for the role. We Value Your Trust. Skills: operations manager onboarding payments oversight credit union act cbi central bank regulations