ELGA Credit Union
IT Core Manager

Department: Technology Solutions
Reports To: CIO
Classification: Exempt
Supervises Direct: 9
Supervises Indirect: 0

Role:
The TS Core Manager is responsible for overseeing the administration, performance, and strategic optimization of the credit union's core processing system and complimentary systems and applications. This role ensures the reliability, security, and efficiency of the core system. This position is responsible for supporting one of the most critical components of the implemented technology at ELGA which supports member services, operations, lending, payments, and digital banking channels.
The TS Core Manager leads the system support team, manages vendor relationships, oversees enhancements and integrations, and ensures all core-related processes align with regulatory, security, and operational requirements. This position plays a key role in supporting the credit union's growth, digital transformation, and exceptional member experience.

Essential Functions & Responsibilities:

20% - Leadership & Team Management: Lead, coach, and develop core system administrators, analysts and programmers. Assign priorities, monitor workload, and ensure timely completion of tasks and projects. Foster a collaborative, service-focused culture within the TS team and across all business units.

20% - Core System Administration & Operations: Manage the daily operation, maintenance, and performance of the credit union’s core processing and associated processing systems. Oversee configuration, updates, releases, and patching in collaboration with vendors and internal teams. u2003Ensure system uptime, availability, and accuracy to support critical credit union functions. Maintain documentation for system configurations, processes, and procedures.

15% - Vendor & Third-Party Management: Serve as primary liaison with the core processing vendor and related third-party providers. Evaluate vendor performance, escalate issues, and ensure adherence to service-level agreements (SLAs). Coordinate new integrations, system enhancements, and troubleshooting efforts.

15% - Project Management & System Enhancements: Lead core and associated system upgrades, conversions, testing, and implementation of new modules. Manage cross-departmental projects involving the core system, ensuring clear communication and effective execution. Identify opportunities for automation, process improvement, and increased operational efficiency.

15% - Data Integrity, Reporting & Analytics: Ensure the accuracy and integrity of member, account, and transaction data. Oversee system-level reporting, data extracts, and interfaces supporting finance, compliance, lending, and operations. Collaborate with all teams to support data governance and reporting needs.

10% - Compliance, Security & Risk Management: Ensure core system operations comply with regulatory requirements (NCUA, etc.) and internal policies. Manage user roles, permissions, and audit controls within the core system. Maintain documentation for audits, exams, risk assessments, and business continuity programs. Participate in disaster recovery planning and testing related to the core platform.

5% - Performs other job related duties as assigned.

Performance Measurements:

1. Team Leadership & Development:
Team Productivity: Ensures the core support team meets or exceeds requestors expectations.
Training & Development: Provides at least 12 documented hours of training or development per team member annually.
Employee Engagement: Maintains monthly one-on-ones and addresses team members questions and concerns.
Staff Retention: Retains critical system staff or provides documented development/succession planning for key roles.

2. Core System Reliability & Performance:
System Uptime: Maintains 99.9% availability of the core processing system, excluding planned maintenance.
Incident Resolution: Resolves core-related incidents within agreed upon timeframes.
Change Management Compliance: Ensures 100% adherence to change control procedures, with no unauthorized changes or failed changes due to lack of planning or testing.
Maintenance Execution: Completes scheduled patches, updates, and releases on time with zero critical errors introduced into production.
Documentation Accuracy: Keeps core system procedures, workflows, and configuration documentation updated quarterly.
Policies & Procedures: Ensures 100% compliance with internal TS policies, including change control, security, and disaster recovery documentation.

3. Vendor & Third-Party Management:
SLA Compliance: Ensures core vendor meets established SLAs 95%+ of the time; escalates issues timely.
Project Delivery: Completes vendor-supported enhancements or integrations on time and within scope.
Cost Management: Manages vendor invoices, contracts, and renewals with zero errors and within approved budget.

4. Project Management & System Enhancements:
Project Completion: Delivers assigned projects within agreed upon timeframes and alerts management to variances.
Testing & Validation: Ensures all system upgrades/enhancements undergo documented testing with zero critical defects after go-live.
Process Improvements: Implements at least two process, automation, or efficiency improvements annually.

5. Data Integrity & Accuracy:
Reconciliation Issues: Reduces or maintains system-related reconciliation discrepancies.
Audit Findings: Achieves zero repeat audit findings related to core configuration, access management, or data accuracy.
Data Error Rate: Resolves data quality issues within 48 hours.

6. User Access, Security & Compliance:
Access Management: Completes access provisioning and de-provisioning within one business day for 95%+ of requests.
Compliance Adherence: Maintains 100% compliance with GLBA, FFIEC, and internal access control policies.
Internal Audit Preparedness: Submits all required documentation and responses for audits/exams by deadlines with no material deficiencies.
DR Test Participation: Successfully executes annual DR testing for the core system with no critical exceptions.
Recovery Readiness: Ensures RTO/RPO targets are documented and met in at least one annual test.

7. To meet established expectations of ELGA's Core Factors including but not limited to Accountability, Attitude, Communication, Competence, Continuous Improvement & Innovation and Relationship Building.

Knowledge and Skills:

Experience: Five years to eight years of experience working with credit union or banking core processing platforms, with 2+ years in leadership or supervisory role. Experience with system integrations, vendor management, and financial institution operations preferred.

Education: (1) A bachelor's degree in Information Technology, Computer Science or related field, (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree) or (3) equivalent experience considered.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Excellent leadership, communication, and interpersonal skills, with the ability to interact with non-technical associates and executive leadership. Strong analytical, troubleshooting and problem-solving abilities. Ability to manage competing priorities and operate effectively in a fast-paced, multi-branch environment. Highly organized with strong project management abilities. Commitment to accuracy, security, exceptional service and continuous improvement.

Technical Skills: u2003Deep understanding of core processing system functionality (e.g., Symitar).
u2003Strong knowledge of account structures, transaction flows, loan servicing, back-office operations, and financial institution regulations.
u2003Experience with SQL, reporting tools, and data extraction a plus.
u2003Familiarity with networking, infrastructure, and cybersecurity concepts beneficial.

Physical Requirements: Ability to sit or work at a computer for extended periods. Occasional travel to branch locations or off-site vendor meetings. Availability for after-hours support and participation in scheduled maintenance windows.

Work Environment: Work is primarily conducted in the office with flexibility for occasional remote work.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

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