Retail Operations Specialist

Company Description By working at Harvard University, you join a vibrant community that advances Harvard’s world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive. Why join Harvard University Central Administration? Harvard University’s Central Administration (CADM) is a 5,000+ employee organization that supports the university’s overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals. At Harvard FCU, we believe a brighter world is possible, and that together, we can all help create it. That’s why, since 1939, we’ve helped our members build a strong financial future so they can make an impact in life, wherever it may lead. From students to professionals, from in-branch to online, from new beginnings to lifetime milestones, from Harvard Square to around the world, we deliver the accessible financial tools and resources everyone, everywhere needs to thrive. By coming together to serve, equip, and empower people to make a positive impact in their lives and communities, we’re helping build a more prosperous world for all. Join us! Harvard FCU: Job Description The Retail Operations Specialist is responsible for driving operational consistency, strengthening controls, and supporting frontline execution across all Harvard FCU branches. This position conducts branch audits, reinforces policies through coaching and training, and partners with cross-functional teams to ensure procedures are clear, aligned, and effective in the branch environment. This role plays a critical part in identifying process gaps, reducing operational risk, improving staff performance through targeted coaching, and ensuring compliance with established standards. The Retail Operations Specialist also supports incentive validation and participates in cross department collaboration and projects that enhance retail operations. Job-Specific Responsibilities Conduct planned and surprise branch audits to ensure consistency in processes, controls, and documentation Identify operational gaps, risks, and inconsistencies; document findings and track corrective actions to completion Provide real-time coaching to branch staff (MSRs, Leads, ABMs, and BMs) to reinforce policies and improve performance Develop and deliver training, job aids, checklists, and branch-ready procedures Support rollout of new processes and ensure consistent adoption across branches Partner with Compliance, Operations, Training, IT, and other teams to align branch‑impacting changes Identify process improvement opportunities and recommend practical solutions Validate and support retail incentive reporting, tracking, and payout processes Serve as a resource for branch teams on workflow questions and operational clarification Provide occasional in‑branch support or coverage as needed Participate in cross‑functional projects impacting retail operations Basic Qualifications 3+ years of experience in retail banking or credit union branch operations High School Diploma or Equivalent Additional Qualifications and Skills Experience conducting branch audits or operational reviews Experience in compliance, control testing, or quality assurance Experience creating training materials, job aids, and process documentation Experience with reporting, data validation, or incentive tracking Strong ability to coach staff and reinforce operational standards Excellent attention to detail with strong follow‑through Effective written and verbal communication skills Proficiency in Microsoft 365 (Outlook, Excel, Word, Teams) A successful candidate will have Strong operational discipline and accountability Coaching and development mindset Process improvement and problem‑solving skills Ability to influence and build relationships across teams Strong organizational and prioritization skills High level of professionalism and discretion Working Conditions Onsite work is performed in an office setting. Standard Hours/Schedule 35 hours per week – Onsite 3 Days Per Week. 35 hours per week, split between branches, office, and remote work. Regular local travel required. Schedule may vary based on audits, training, and operational needs. Travel Must be able to travel regularly between branch locations in Boston, Cambridge, and Somerville. Visa Sponsorship Information Harvard University is unable to provide visa sponsorship for this position. Pre‑Employment Screening Credit, Criminal, Education, Identity, Prohibited Parties (OFAC – Office of Foreign Assets Control). Other Information This position has a 90-day orientation and review period. Work Format Details This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non‑Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard‑designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment. Salary Grade and Ranges This position is salary grade level 054. Please visit Harvard’s Salary Ranges to view the corresponding salary range and related information. Benefits Generous paid time off including parental leave Medical, dental, and vision health insurance coverage starting on day one Retirement plans with university contributions Wellbeing and mental health resources Support for families and caregivers Professional development opportunities including tuition assistance and reimbursement Commuter benefits, discounts and campus perks EEO/Non-Discrimination Commitment Statement Harvard University is committed to equal opportunity and non‑discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard’s academic purposes. Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university’s non‑discrimination policy. Harvard's equal employment opportunity policy and non‑discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination. #J-18808-Ljbffr Harvard Central Administration (CADM) Talent Acquisition