Senior Operations Consultant-OMBP

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Overview

Highly skilled Senior Operations Consultant to support and enhance OMBP’s core banking platform, Encore, with a focus on testing, issue resolution, and functional enhancements. This role will serve as a primary operational subject matter expert for Encore, assisting in translating business needs into system requirements, coordinating enhancements, and ensuring production integrity for teller and sales workflows. The ideal candidate will possess strong communication and documentation skills, hands-on experience with the Application, and a deep understanding of banking system processes such as account maintenance, fee handling, servicing workflows, and reporting.

This position will play a pivotal role in ensuring Encore remains stable, compliant, user-friendly, and aligned with operational needs across global banking centers and internal business partners.

Responsibilities

Business Strategy & Roadmap

• Assist with development of the product roadmap aligned to modernization goals.
• Help with prioritization of enhancements based on business value and customer impact.
• Assist with identification of workflow opportunities using field feedback and knowledge of application usage.

Requirements & User Validation

• Assist with translation of frontline and operational workflows into clear, testable requirements.
• Own user acceptance criteria (UAC) and lead field-driven UAT with representative users.
• Ensure builds align to actual use, not only “as designed” functionality.

Enhancement Governance & education

• Provide feedback on all enhancement and change requests for value, usability, and system limitations.
• Communicate reasoning behind decisions and system constraints to retail leadership.

Release Support & Communication

• Support release communications, training documentation, and change readiness.
• Partner with training & retail teams to ensure adoption and reduce ticket volume.

Cross-Functional Leadership

• Facilitate alignment between retail associates, operations, technology teams, and vendors.
• Act as the escalation point for feature clarifications and usage disputes.

Qualifications

• Deep understanding of banking center operations, customer service workflows, and banking processes.
• Strong communication skills with ability to help translate field needs into requirements.
• Ability to influence without authority and navigate multiple stakeholder groups.

Desired Qualifications

• Experience with requirements development, UAT participation, or operational workflow ownership.
• Prior experience in product management, business analysis, software implementation, or system ownership.
• Knowledge of Community Bank operations.
• Exposure to rollouts or modernization initiatives.

Hours: Monday – Friday, 8:00AM – 5:00PM

Location: 300 Convent Street, San Antonio TX 78205

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

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* 2025 Handshake Early Talent Award

From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
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

 

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