Job Description

Must have Credit Union Industry Experience

Role Summary

The Chief Operating Officer (COO) is a critical member of the executive leadership team, responsible for driving operational excellence across the credit union. Reporting directly to the President & CEO, the COO ensures that daily operations are strategically aligned with the organization’s mission, values, and long-term goals. This role oversees branch operations, operational support, and small business banking teams—leading with a strong focus on innovation, regulatory compliance, and member satisfaction.

Key Responsibilities

Strategic Operational Leadership

• Collaborate with the President & CEO to shape and execute the operational strategy in alignment with the credit union’s mission and growth objectives.
• Design, implement, and optimize operational policies, procedures, and processes to support scalability, efficiency, and profitability while ensuring a member-first approach.
• Lead daily operations across key functional areas, including branches, operations support, and small business banking.
• Maintain full compliance with federal and state regulations, ensuring operational integrity and sound risk management practices.
• Provide timely updates to the President & CEO on key operational developments and factors affecting the credit union’s performance.

Innovation & Cross-Functional Leadership

• Champion process improvement and digital transformation efforts to enhance the member and employee experience.
• Partner with the CIO and other executive leaders to implement technology solutions that improve service delivery and operational efficiency.
• Collaborate with departments such as Lending, Marketing, and Finance to align operations with enterprise-wide priorities and goals.
• Drive the evolution of services across both digital and physical channels to meet the changing needs of members.

Financial Management

• Lead budgeting, forecasting, and financial oversight for all operational departments to support sustainable growth and cost-effective service delivery.
• Identify and implement strategies to optimize financial performance and mitigate unnecessary expenses.

Leadership & Organizational Development

• Build and lead high-performing teams through mentorship, professional development, and performance management.
• Foster a culture of collaboration, excellence, and continuous improvement across departments.
• Implement a member-focused sales and service culture to support membership growth and product penetration.
• Align compensation and incentive structures to drive results while supporting employee engagement.

Governance & Compliance

• Participate in Board and internal committee meetings to provide insight on operational strategy and performance.
• Ensure organizational compliance with the Bank Secrecy Act (BSA), OFAC, USA PATRIOT Act, and other relevant regulations.
• Lead efforts to recognize and respond to suspicious activity and ensure all required compliance training is completed.

Culture & Community Engagement

• Promote a positive, inclusive workplace culture that supports employee engagement and member satisfaction.
• Represent the credit union in community events and advisory groups to elevate brand presence and advocacy within the industry.

Qualifications

Experience & Knowledge

• 10+ years of experience in operations, with a minimum of 8 years in a senior leadership role, within a credit union.
• Deep knowledge of bank or credit union operations, lending practices, and regulatory compliance.
• Proven ability to lead large, cross-functional teams and execute on complex, multi-departmental initiatives.
• Experience managing digital transformation, operational scale, and growth in a fast-paced environment.
• Strong business acumen, analytical capabilities, and a data-driven approach to decision-making.

Skills

• Excellent leadership, communication, and interpersonal skills.
• Exceptional project management and organizational abilities.
• High emotional intelligence and a strong ethical compass.
• Entrepreneurial mindset with a proactive approach to challenges and change.

Education

• Bachelor’s degree in Business, Finance, Operations Management, or a related field (MBA or advanced degree preferred).

Technology Proficiency

• Familiarity with MeridianLink, Q2, and Symitar (Jack Henry core banking systems) preferred.
• Proficiency in Microsoft Word and Excel required, with advanced knowledge preferred.

Compliance Expectations

• Maintain knowledge of and adherence to BSA, OFAC, and all applicable regulations.
• Complete all mandatory compliance training, including online courses, on an annual basis or as directed.
• Demonstrate a high level of awareness for suspicious activity in all relevant operational areas.

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