VP Operations

Description

Join Our Team


For over 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Recognized by Forbes Magazine as one of America's Best-In-State Credit Unions in 2025, Teachers has grown into one of the nation's leading credit unions. As we expand our reach across the country, we remain focused on being both a Best Place to Bank and a Best Place to Work. From part-time roles to executive leadership positions, Teachers offers a wide range of meaningful career opportunities.


Summary


The Vice President of Operations is responsible for overseeing back-office operational functions while ensuring alignment between enterprise initiatives and frontline employee readiness. The VP role champions an exceptional and compliant member experience through effective management of member feedback, complaints, and operational risk. The VP of Operations serves as a first line of defense for Retail Branch and Contact Center operations, ensuring end-to-end consistency, process integrity, and adherence to regulatory and internal compliance standards.

Qualifications & Education

• Bachelor's degree in Business Administration, Management, or a related business field or a minimum of eight years directly related experience required
• Minimum ten years directly related experience in a Credit Union or Financial Institution required
• Minimum five years senior leadership experience required
• Advanced proficiency with Microsoft Office
• Proven experience managing back-office operations functions while supporting frontline environments (Retail Branches and/or Contact Center)
• Strong regulatory compliance background, including hands-on support of NCUA examinations
• Working knowledge of project management principles and best practices
• Fiserv DNA core system experience preferred

Essential Skills

• Demonstrated project and budget management expertise
• Strong business acumen with a broad understanding of financial and operational principles
• Exceptional analytical and problem-solving skills with strong attention to detail
• Ability to help set enterprise-wide strategy and lead process improvement initiatives
• Excellent written, verbal, and presentation communication skills
• Strong interpersonal skills with a proven ability to build partnerships and drive consensus
• Comfort with public speaking and executive-level presentations

Job Duties

• Lead and oversee all back-office operations functions, including Membership, Escheatment, Legal Order Processing, and IRA Operations, ensuring accuracy, efficiency, scalability, and consistency
• Develop and implement operational strategies aligned with organizational goals, enterprise initiatives, and member experience priorities
• Establish, monitor, and report on key performance indicators (KPIs) to drive operational excellence, efficiency gains, and continuous improvement
• Lead and oversee the end-to-end member complaint management and resolution process, ensuring timely, fair, and compliant outcomes
• Analyze complaint data and member feedback trends to identify root causes and systemic issues
• Partner with cross-functional teams to implement corrective actions and process improvements that enhance member satisfaction and loyalty
• Lead teams responsible for acting as the first line of defense for Retail Branches and Contact Center operations
• Ensure adherence to internal controls, policies, procedures, and risk management frameworks
• Promote consistent execution of operational standards across all member-facing and back-office departments
• Serve as a key liaison between enterprise project teams and member-facing teams (Retail Branches and Contact Center)
• Translate enterprise initiatives into actionable operational plans and ensure frontline readiness
• Support the successful adoption of new products, services, technologies, processes, and performance expectations while ensuring KPI achievement
• Play a leadership role in NCUA examinations, regulatory reviews, and third-party audits
• Partner closely with Internal Audit and Compliance teams to oversee audit preparation, responses, remediation, and document governance
• Ensure operational compliance with all applicable laws, regulations, policies, and procedures
• Support and influence vendor selection, contract negotiations, and ongoing relationship management
• Ensure third-party partnerships are efficient, scalable, compliant, and aligned with the operational needs and strategic objectives of the credit union

Benefits of Joining the Teachers Team:


We provide a competitive compensation and benefits package that includes, but is not limited to:

• This position is eligible for our annual discretionary bonus program. Some positions within the credit union also qualify for quarterly performance incentives
• Paid time off for vacation, personal days, and holidays
• 401(k) company contribution
• Teachers pays 100% of Dental & Vision premium
• Tuition reimbursement is offered to full-time employees
• Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers

The good faith range for this position is $180,000 - $250,000 annually. This range is an estimate based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.


All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility.


To learn more about Teachers and to view a full list of our job opportunities please visit


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