VP of Retail Operations

Job Description

Job Description

Our Service StandardAt San Antonio Citizens Federal Credit Union, we are dedicated to cultivating a culture of service excellence service standards. These service standards are important for how we engage with our members, non-members, and teammates. They reflect our core values of Dependable, Passionate, Collaborative, Empathy, and Community, supporting our vision to empower dreams and our mission to leverage our collective resources to help one another thrive.Role ScopeThe VP of Retail Operations provides senior leadership for the credit union’s retail branch network, ensuring consistent service delivery, strong performance, and sound operational controls. This role exists to align day-to-day branch execution with organizational goals while strengthening the member experience and developing branch leadership.Key responsibilities include leading and coaching Branch Managers; setting clear standards and accountability; using performance and satisfaction metrics to drive improvements; partnering with Lending, Marketing, and Operations to execute growth initiatives and community engagement; ensuring efficient staffing, workflows, and adoption of products/technology ; and maintaining compliance with NCUA regulations and requirements including BSA/AML, OFAC, Reg CC, Reg E, Reg DD, and privacy.Required qualifications/skills: - Bachelor’s degree (Master’s preferred)- 7–10 years progressive financial institution leadership; 2+ years multi-branch leadership- Strategic planning, budgeting, and change leadership capability- Strong communication, coaching, analytical, and risk/compliance knowledge- Credit union experience preferred; CCUE/CCUFC/CUDE a plusApply to help lead a high-performing retail network in San Antonio, FL.How Your Days FlowYour day is anchored in visibility and follow-through: reviewing branch dashboards, member feedback, and open operational items before connecting with Branch Managers. You spend time onsite across locations to observe service interactions, confirm process consistency, and align leaders on priorities. Midday often includes cross-functional touchpoints to coordinate campaigns, referral activity, and upcoming rollouts, followed by documentation and escalation tracking to keep audits, controls, and corrective actions on schedule. You close the day by clarifying next steps, communicating expectations, and ensuring teams have what they need for a steady, member-ready opening tomorrow.Total RewardsMedical, Dental, and Vision coverage; 401(k); Life Insurance; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; Competitive Salary; Paid Time Off; and a Snack/Drink Room.