Director of Operations

Reports To: VP of Operations

Supervises: Branch Managers and branch teams

Salary: Dependent upon knowledge & experience. Range Starts at $59,000

Position Summary

The Director of Operations provides leadership, direction, and accountability for the Credit Union’s branch network through the effective leadership and development of Branch Managers. The Director ensures branches consistently deliver an exceptional member experience while achieving goals for membership growth, deposits, lending, relationship development, and overall performance.

This position develops Branch Managers, drives operational consistency and efficiency, monitors performance, and promotes a culture of accountability, service excellence, teamwork, and continuous improvement. The Director partners with the VP of Operations and other departments to execute the Credit Union’s strategic plan and support future growth and expansion.

Key Responsibilities

• Lead, coach, and hold Branch Managers accountable for branch performance, member service, employee development, and achievement of established goals.
• Monitor and track branch performance and financial results, including membership growth, deposits, lending, relationship development, service quality, productivity, expenses, and other key performance indicators; identify trends and work with Branch Managers to execute improvement plans.
• Develop a strong leadership culture by providing ongoing coaching, performance feedback, development opportunities, and support to Branch Managers and their teams.
• Champion an exceptional member experience and a relationship-development culture by coaching teams to identify member needs, provide appropriate solutions, and deepen member relationships. Handle member escalations when necessary.
• Ensure consistent, efficient, and professional branch operations through effective staffing, workflow, scheduling, process improvement, expense management, and adherence to Credit Union standards.
• Partner with other appropriate leaders to maintain effective internal controls, compliance, security, safety, fraud prevention, and operational risk practices across all branches.
• Collaborate with Human Resources on Branch Manager hiring, employee relations, performance management, compensation recommendations, and leadership development.
• Partner with Training, Marketing, Lending, and other departments to implement products, promotions, training, community initiatives, and strategic priorities throughout the branch network.
• Support community and business relationships, financial education, and outreach efforts that strengthen the Credit Union’s presence and support membership growth.
• Review branch financial and operational information and provide recommendations to the VP of Operations regarding opportunities, staffing, processes, performance, and profitability.
• Support the operational planning and readiness of future branch locations and expansion initiatives.
• Provide branch leadership coverage during extended Branch Manager absences when necessary.
• Remain current on financial services, credit union, leadership, and operational best practices through appropriate professional development and industry engagement.

Performance Expectations

• Consistent achievement of branch and organizational goals.
• Exceptional member service and satisfaction.
• Strong membership, deposit, lending, and relationship growth.
• Effective development, engagement, and accountability of Branch Managers.
• Efficient, consistent, and compliant branch operations.
• Strong adherence to policies, internal controls, risk management, and security standards.
• Effective expense management and sound business practices.
• Successful execution of strategic initiatives and readiness for continued branch expansion.

Qualifications

• Demonstrated leadership experience in financial services, banking, credit unions, or a comparable service-oriented environment. Minimum 2-3 years.
• Proven experience leading managers and developing high-performing teams.
• Strong understanding of branch operations, member service, lending, deposits, and relationship development.
• Demonstrated ability to establish goals, analyze performance, coach leaders, and drive results.
• Strong communication, interpersonal, organizational, decision-making, and problem-solving skills.
• Ability to travel regularly between branch locations.
• Previous multi-branch or credit union leadership experience preferred.
• Bachelor’s degree in business, finance, management, or a related field, or an equivalent combination of education and experience, preferred.

Core Leadership Competencies

Strategic Leadership • People Development • Member Focus • Business Acumen • Accountability • Operational Excellence • Relationship Development • Communication • Problem Solving • Continuous Improvement • Integrity

Working Relationships

The Director of Operations reports directly to the VP of Operations and works closely with Executive Leadership, Branch Managers, Human Resources, Lending, Compliance, Marketing, Training, and other departments. The Director represents the Credit Union professionally within the community and supports initiatives that advance the Credit Union’s mission, strategic plan, and long-term growth.