SVP Operations

Why This Role Exists

Metro is bringing together operational execution, risk management, digital innovation, and growth under a leader who can see the whole system and make it work better.

The SVP Operations will shape how Metro delivers reliable, forward-looking operations across digital banking, deposits, payments, card services, financial crimes, facilities, risk and compliance, and Metro Contigo. This leader will turn strategic priorities into executable operating plans, strengthen the controls that protect Metro and its members, and create more scalable, personalized, and efficient member experiences.

This is an enterprise leadership role for someone who can modernize complex operations without losing sight of risk, regulatory responsibility, service quality, or the people doing the work.

What You’ll Own

• The direction and performance of a broad operational portfolio that includes digital banking, card services, payments, rewards and perks, consumer and commercial deposits, financial crimes, facilities and general services, and risk and compliance.

• An operating model that connects operational excellence, member experience, risk management, and Metro’s long-term strategic priorities.

• Digital and AI-forward transformation that improves processes and experiences while embedding appropriate controls, compliance, and human judgment.

• Enterprise risk and compliance oversight across the areas you lead, including governance, internal controls, emerging-risk identification, and regulatory and audit readiness.

• The operational performance, governance, and scalability of Metro Contigo across product, retail, operations, compliance, and community engagement.

• A strong, future‑ready organization of subject matter experts and people leaders who can execute today’s work while building what Metro will need next.

What You’ll Do

• Translate Metro’s strategic priorities into clear operating plans, measurable outcomes, and sustained execution across multiple business lines.

• Identify opportunities to simplify work, automate processes, strengthen controls, and improve how members experience Metro.

• Lead the continued modernization of operational platforms and practices, ensuring risk and compliance considerations are built into products, processes, and decisions from the beginning.

• Strengthen enterprise risk and compliance governance, prepare the organization for regulatory exams and audits, and ensure emerging risks are identified and addressed proactively.

• Advance Metro’s financial‑crimes capabilities across BSA/AML compliance, fraud detection, analytics, reporting, risk assessment, and loss mitigation.

• Guide payment and deposit operations across instant payments, ACH, checks, wires, retirement‑account servicing, card services, and digital platforms.

• Oversee facilities, vendor management, records retention, and business continuity planning across Metro’s owned and leased locations.

• Turn the vision for Metro Contigo into coordinated execution, clear governance, reliable reporting, and continuous improvement while maintaining accessible, culturally relevant, and compliant member experiences.

• Build productive relationships across the organization, bringing leaders together around priorities, decisions, risks, dependencies, and shared outcomes.

• Develop leaders who create clarity, raise performance, build expertise, and lead their teams effectively through change.

Success Looks Like in 12 to 18 Months

• Established a clear enterprise operating agenda that connects operational performance, risk, member experience, and growth.

• Created stronger visibility into performance, risk, service quality, and improvement opportunities across the operational portfolio.

• Advanced meaningful automation and process improvements that reduce friction, strengthen consistency, or improve the member experience.

• Strengthened risk and compliance governance, internal controls, and readiness for audits and regulatory examinations.

• Increased the maturity of fraud‑risk assessment, detection, analytics, reporting, and mitigation practices.

• Built a scalable operating model for Metro Contigo with clear accountability, cross‑functional coordination, reporting, and continuous‑improvement practices.

• Developed a stronger bench of operational leaders and subject matter experts, with clearer expectations, greater accountability, and intentional development.

• Built trust across functions by communicating clearly, making risk‑informed decisions, and consistently turning strategy into execution.

You’ll Love This Role If...

• You enjoy leading at the intersection of operations, technology, risk, member experience, and growth.

• You see controls and innovation as complementary, not competing, priorities.

• You can move comfortably between enterprise strategy and the operating detail required to make that strategy real.

• You are energized by simplifying complexity, improving systems, and building sustainable ways of working.

• You make thoughtful decisions with data, sound judgment, and a clear understanding of member and organizational impact.

• You build credibility across functions and can influence progress without relying only on reporting authority.

• You want to build strong leaders and teams, not become the answer to every operational question yourself.

• You communicate directly, bring structure to ambiguity, and create clarity during periods of significant change.

AI Expectations

The SVP Operations is expected to help Metro use AI and automation to improve operational speed, quality, insight, consistency, and scale. This includes identifying appropriate opportunities for process automation, analytical decision support, early risk identification, reporting, and more personalized and proactive service.

This leader must also ensure AI‑enabled practices are implemented responsibly, with appropriate governance, regulatory alignment, risk controls, data stewardship, and human judgment.

People Leadership Expectations

In addition to the role‑specific responsibilities, this position is accountable for leading, coaching, and developing a high‑performing team. People managers are expected to create clarity, support strong performance, build employee capability, and model the leadership behaviors expected at Metro.

• Build and attract strong talent: Make thoughtful hiring decisions, maintain high standards, and actively contribute to building a strong internal and external talent pipeline.

• Set clear expectations and drive performance: Establish clear goals, connect individual work to business priorities, and hold employees accountable for results and behaviors.

• Coach regularly and provide meaningful feedback: Hold consistent 1:1 conversations, deliver timely feedback, recognize strong performance, and address concerns directly and constructively.

• Develop people for today and tomorrow: Support employee growth through development planning, stretch opportunities, coaching, and career conversations.

• Create an engaged and inclusive team environment: Foster a team environment where employees feel respected, informed, supported, and connected to the organization’s mission and goals.

• Lead through change and model Metro values: Communicate clearly during periods of change, reinforce organizational priorities, and demonstrate the behaviors expected of Metro leaders.

Required Qualifications

• Highly motivated self‑starter with a growth and results‑driven mindset, exceptional energy, and a constant drive to achieve more, improve outcomes, and impact the business.

• 10 or more years of progressive leadership experience within a financial‑services or financial‑technology organization.

• Demonstrated experience leading complex operational functions and enterprise‑level initiatives with measurable outcomes.

• Strong working knowledge of regulated financial‑services operations, operational risk, internal controls, and compliance expectations.

• Experience leading leaders and developing high‑performing teams across multiple operational specialties.

• Demonstrated ability to translate strategy into operating plans, priorities, accountability, and results.

• Ability to influence senior leaders and cross‑functional partners, communicate complex information clearly, and move decisions forward.

• Comfort learning and evaluating evolving platforms, technologies, automation opportunities, and operating practices.

Preferred Qualifications

• Bachelor’s degree in business, finance, or a related field.

• Leadership experience spanning several of the following areas: deposit operations, payments, cards, digital banking, fraud, BSA/AML, risk and compliance, facilities, vendor management, or business continuity.

• Experience leading digital transformation, process automation, member or customer experience innovation, or fintech‑enabled operating change.

• Experience building or scaling new products, service models, business lines, or cross‑functional initiatives.

• Experience preparing an organization for regulatory examinations, audits, or significant operational change.

Compensation

$200,000 - $265,000 annually

The salary range listed provides a general expectation for the role. Final compensation is based on a variety of factors, including but not limited to experience, skills, education, certifications, internal equity, and market conditions. Compensation decisions are made in alignment with business needs and the qualifications of each candidate.

This position is not eligible for visa sponsorship.

Our Benefits

We believe great work starts with supporting our people. That's why we offer a competitive and well‑rounded benefits package designed to support your health, financial well‑being, career growth, and work‑life balance. From medical, dental, and vision coverage to retirement savings, paid time off, learning opportunities, and employee wellness resources, we invest in helping our employees thrive both at work and beyond.

Click here to learn more about our benefits package and employee perks.

Ready to Make an Impact?

At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work‑life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success. Join a team where your work makes a real difference in protecting our members and strengthening our community.

About Metro Credit Union

Metro Credit Union is the largest state‑chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its View email address on click.appcast.io program.

Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos ("Together We Advance") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.

#J-18808-Ljbffr Jobleads-US