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PenFed Credit Union Operations Business Controls Lead II in San Antonio, Texas


Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring an Operations Business Controls Lead II at one of the following locations: San Antonio, Texas; Omaha, Nebraska; Eugene, Oregon; or Alexandria, Virginia. The primary purpose of this position is to develop, design, and implement solutions to align with the regulatory compliance, risk management and operational effectiveness strategy of PenFed Operations. This position will be supporting the business “First line of Defense” (FLOD) and will act as the senior subject matter expert and collaborate across business lines including Compliance, Enterprise Risk Management, and Legal to identify, build and strengthen controls for the Operations division. This position will work to assure processes are compliant with regulatory and operational guidelines.


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

  • Lead and conduct a comprehensive review of end-to-end business processes across the First Line of Defense organization, seeking opportunities to remove redundancy, simplify, and automate, when possible, while simultaneously ensuring efficient and effective controls are implemented to mitigate risk.

  • Ensure controls are properly documented and that appropriate metrics and evidence of compliance are designed into the processes to which they are applied.

  • Mentor less experienced Business Controls Leads.

  • Perform ongoing supervision and oversight of business controls which may include the coordination of testing, root cause analysis, control design, and examining key risk metrics to evaluate the effectiveness of established business controls.

  • Continued monitoring of the control environment to address any knowledge gaps, risk trends, and opportunities across the organization, to include vendor, quality assurance routines, and control reporting.

  • Design, maintain, and develop KRI/KPI reporting metrics and dashboards demonstrating control effectiveness.

  • Identify trends to determine process improvements and present to process and product owners to include executive management

  • Advise Operations Business Controls Director and Operations Senior Leaders and influences process change. Oversee multiple process management projects and complex deliverables from inception to benefit realization and control

  • Work closely with business unit partners to identify and close regulatory and member experience gaps.

  • Assist the Business Controls Director with ensuring the department conforms to internal policy and procedure and regulations including Federal and State as well as National Credit Union Administration and Consumer Financial Protection Bureau requirements.

  • Provide support, collaborate, and respond to audits from internal or external auditors. Assist with facilitation of action plan development related to those audits.

  • Assist the Operations Business Director in coordination with business areas and Three Lines of Defense with identifying issues, developing action plans, and executing action plans from issues that surface within internal or external audits.

  • Engage with Compliance, Enterprise Risk, Legal, and other departments within the credit union to meet strategic goals.

  • Provide support for Operations-related policies and procedures and assist with change management processes to keep policies and procedures current.

  • Provides direction, trains, and mentors other team members on business process improvement, change management, and issues management.


Equivalent combination of education and experience is considered.

  • Bachelor’s Degree in Business or a related field is required.

  • Minimum of twelve (12) years of progressively responsible experience in financial services, financial operations, risk, or audit control environment is required.

  • Management or supervision experience preferred.

  • Hands on experience with mapping business processes using Visio or like technology is required.

  • Experience with financial services operations (products, services, collections, branch and/or service center operations, etc.) is required.

  • Extensive knowledge of operational laws and regulations is required., Familiarity with operating regulations including but not limited to Reg CC, DD, E, and Z, BSA, CIP, and UDAAP, is preferred.

  • Maintain expert knowledge of financial services industry including member service, loan and deposit products, digital services, and collections, and recommends changes to benefit the credit union, members, and staff.

  • Advanced knowledge of Microsoft Office tools is preferred.

  • Detail-oriented with strong organizational skills with the ability to manage or lead multiple projects effectively.

  • Understanding and application of process management standards and policies, and knowledge of applicable regulations and risk management practices.

  • Demonstrated analytical skills with follow-up and problem-solving capability, lateral thinking.

  • Ability to analyze a process and recommend ways to improve quality, controls, and efficiency.

Licenses and Certifications

  • Certifications in LEAN, Six Sigma and/or Business Process Mapping are preferred. Certifications in project management, risk management, and/or auditing are preferred.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.


Ability to travel to various worksites and to be on-call as needed is required.

Special Message Regarding COVID 19

PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world. In light of the current situation with COVID-19, we have modified our hiring, onboarding, training, and deployment protocols in order to comply with applicable current local and state guidance.

About Us

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.

PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 240-224-4256.