Vice President of Operations

Oversees daily operations, marketing strategies, and ensures compliance and risk management. This role drives operational efficiency, enhances member services, manages marketing initiatives, and aligns strategies with organizational goals to optimize growth and performance.

REPORTING RELATIONSHIPS

Position Reports To: Senior Executive Positions Supervised: Director of Operations, and Manager of Marketing and Business Development

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Operational Oversight and Effectiveness Provides executive oversight of branch operations and operational functions to ensure services are delivered effectively, efficiently, and in accordance with Credit Union policies, procedures, and regulatory requirements. Ensures operational processes, systems, and procedures support a consistent and exceptional member experience. Reviews operational performance metrics and identifies opportunities to improve service delivery, productivity, and efficiency. Oversees the development, implementation, and ongoing review of operational policies and procedures. Ensures compliance with applicable federal and state regulations, including DFPI and NCUA requirements and other regulatory standards. Evaluates operational effectiveness through performance analysis, audits, inspections, and measurable outcomes. Ensures operational risks are identified, monitored, and appropriately addressed. Strategic Planning and Leadership Partners with the COO and Senior Management to develop and execute short-term and long-term strategic plans that support the Credit Union’s objectives. Provides leadership and direction in the development and implementation of Operations, Marketing, and Business Development strategies. Translates organizational goals into actionable plans, initiatives, and performance expectations. Ensures departmental objectives align with the Credit Union’s strategic plan and overall business strategy. Provides recommendations to executive leadership regarding opportunities to improve efficiency, member experience, growth, and operational effectiveness. Monitors industry trends, emerging technologies, and best practices to identify opportunities for innovation and improvement. Marketing and Business Development Leadership Provides leadership and strategic direction to the Marketing and Business Development functions. Ensures marketing initiatives support the Credit Union’s strategic goals, membership growth objectives, and brand strategy. Oversees the development and execution of marketing campaigns, promotions, community engagement initiatives, and business development strategies. Supports the development of community partnerships, business relationships, and outreach opportunities. Monitors marketing effectiveness and business development results through measurable performance indicators. Ensures the Credit Union’s brand reputation and community presence are strengthened. Budget and Financial Management Develops, manages, and monitors departmental budgets in partnership with leadership. Oversees expenses and identifies opportunities for cost efficiencies while maintaining quality service delivery. Reviews financial and operational performance reports and provides recommendations to improve results. Supports branch and operational profitability initiatives through effective resource management and strategic planning. Leadership and Talent Development Provides leadership, coaching, and direction to the Director, Operations and Manager, Marketing & Business Development. Establishes clear objectives, performance expectations, and accountability measures for direct reports. Promotes employee engagement, professional development, and continuous improvement. Ensures branches/departments are appropriately staffed and resources are effectively utilized. Participates in recruitment, selection, training, and development of branch personnel. Conducts performance evaluations and provides ongoing feedback, coaching, and development opportunities. Collaboration and Communication Ensures effective coordination between Operations, Branches, Marketing, Business Development, and other Credit Union departments. Maintains open communication with executive leadership regarding operational performance, progress toward goals, challenges, and opportunities. Provides timely reporting and recommendations to the COO and Senior Management. Represents the Credit Union on committees, projects, community events, and industry activities as required. Develops and maintains strong relationships with members, vendors, community partners, and industry organizations. Member Experience and Organizational Reputation Champions a culture of exceptional member service throughout the organization. Ensures service standards are established, monitored, and continuously improved. Responds to significant member service concerns and ensures timely resolution. Promotes the Credit Union’s reputation as a trusted financial partner within the community. Supports initiatives that enhance member loyalty, engagement, and overall satisfaction.

PERFORMANCE MEASUREMENTS

Successfully executes operational strategies and initiatives that support the Credit Union’s strategic plan and organizational goals. Ensures operational functions are efficient, compliant, and aligned with Credit Union policies, procedures, and service standards. Improves branch performance, operational effectiveness, and the overall member experience. Achieves measurable results in membership growth, business development, marketing initiatives, and community engagement. Effectively manages budgets, resources, and operational expenses while identifying opportunities for improvement. Develops and leads high-performing teams through coaching, accountability, and talent development. Maintains strong compliance, risk management, and quality control standards. Successfully manages strategic projects, process improvements, and organizational initiatives. Provides effective communication, reporting, and recommendations to the COO and Senior Management. Strengthens collaboration across departments and supports a culture of service excellence and continuous improvement.

QUALIFICATIONS

Bachelor’s degree in Business Administration, Finance, Management, Operations, or a related field required; advanced degree preferred. Minimum of five to seven years of progressive leadership experience within a financial institution, preferably within a credit union environment. Minimum of three years of executive or senior leadership experience overseeing multiple operational areas. Proven experience leading branch operations, including multi-branch management, branch performance, and strategic planning. Strong understanding of credit union operations, including deposits, consumer lending, branch delivery channels, member service, compliance, and operational risk management. Demonstrated experience in understanding marketing and business development initiatives and brand identity. Experience analyzing financial performance, including branch profitability, productivity metrics, expense management, and operational efficiency. Strong knowledge of federal and state banking regulations, including applicable DFPI and NCUA requirements, BSA/AML, OFAC, consumer protection regulations, and internal controls. Experience managing organizational change and implementing process improvements. Excellent communication, presentation, and relationship-building skills with the ability to influence employees at all levels of the organization. #J-18808-Ljbffr Priority One Credit Union