Job Description

The Vice President of Operations (VP of Operations) is a strategic and visionary leader responsible for directing and optimizing all operational aspects of the credit union, including branch operations, member services, digital banking, loan and deposit operations, compliance operations, and business process optimization. As a key executive leadership team member, the VP of Operations plays a critical role in shaping operational strategy, driving organizational performance, and ensuring exceptional service delivery to members in alignment with the credit union’s mission, values, and strategic goals.

Primary Responsibilities and Duties

• Provide executive oversight and leadership of day-to-day operations, ensuring efficient, compliant, and member-focused delivery across all operational channels.
• Develop and implement operational strategies that support the credit union’s short- and long-term goals, including scalability, digital transformation, and process automation.
• Lead cross-functional initiatives to enhance member experience, reduce operational friction, and elevate service delivery standards.
• Lead, mentor, and develop a high-performing operations team, fostering a culture of collaboration, accountability, innovation, and continuous improvement.
• Champion operational efficiency through implementing process improvements, workflow redesign, and integrating modern technologies and platforms.
• Collaborate with IT and digital teams to ensure secure, scalable, and user-centric digital banking experiences.
• Ensure operational practices comply with federal and state regulations, internal policies, and credit union industry standards (e.g., NCUA, BSA/AML, Reg E).
• Serve as a liaison between operations and internal/external audit teams, providing guidance and oversight on remediation efforts and internal controls.
• Design and execute member service strategies that promote loyalty, satisfaction, and engagement across all channels.
• Utilize member feedback, data analytics, and competitive intelligence to inform service enhancements and operational improvements.
• Partner with fellow executive team members to align operations with organizational priorities, strategic growth, and innovation initiatives.
• Responsible for controlling facilities costs and assisting in contract negotiations.
• Assist/manage and recommend the purchase of equipment and supplies.
• Hold periodic staff meetings. Identify areas for improvement, changes in procedures, new developments, or changes in services or products. Keep staff up to date on trends and general credit union information.
• Coordinate payroll processing with the outsourced provider.
• Monitor employee data files online, including medical leave, personal leave, vacation, benefits, promotions, and terminations. Ensure that documentation trails are complete and up to date.
• Participate in interviewing, hiring, and training activities.
• Prepare payroll reports on leave, sick time, vacation, and/or PTO (paid time off) usage.
• Foster a culture of accountability, continuous improvement, and cross-functional collaboration.
• Prepare and present regular reports to the CEO and Board of Directors on operational performance, risk management, and strategic initiatives.

Key Skills That Will Make You Succeed at This Job:

• Proven track record of leading operational transformation and delivering measurable results in member service, efficiency, and compliance.
• Exceptional leadership, team development, and organizational change management skills.
• Strong strategic thinking with the ability to translate vision into action.
• Excellent communication, negotiation, and stakeholder engagement abilities.
• Proficiency with core banking systems, CRM platforms, and digital banking technologies.

Education and Experience:

• Ideal candidates should possess a Bachelor’s degree in Business Administration, Finance, or Operations Management.
• Minimum of 5 years of progressive leadership experience in operations management within the financial services or credit union industry.

Scheduled Work Hours: 

• Full time - 40hrs
• Primarily office-based at Snell Rd Branch with periodic travel to branch locations or industry events
• Occasional extended hours or weekend work may be required for major initiatives or incident response.
• Two required all-staff training days, one in the fall and one in the spring.
• Attendance at our Annual Membership Meeting in the spring of each year.
• Occasional travel required for conferences, training, or board meetings.

Benefits

• In addition to a competitive salary; paid time off, 401k, incentives, and additional voluntary benefits options.
• The pay is commensurate with the experience required for the job.
• Be a part of a great team environment!

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