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Serve as a strategic leader accountable for optimizing operational efficiency, enhancing the member experience, and overseeing non-branch service delivery. This role plays a critical part in driving organizational success through seamless operations, exceptional service, and a consistent, high-quality member journey aligned with the partner’s mission, vision, and values.
Job Responsibility:
Provide strategic leadership and oversight for back-office support services, including payments, wires, ACH, fraud, cards, and deposit operations, as well as digital services and the contact center
Develop and execute strategies to improve operational efficiency, streamline processes, and increase productivity across member-facing and back-office functions
Partner with leadership to align operational objectives with enterprise strategy, mission, and vision
Establish, monitor, and act on key performance indicators related to operational effectiveness, service quality, and member satisfaction
Leverage data and analytics to inform decision-making, drive continuous improvement, and enhance the overall member experience
Champion a member-centric culture by setting high service standards and ensuring consistent, personalized interactions across all touchpoints
Oversee the design and delivery of member touchpoints to ensure alignment with brand standards across digital and assisted channels
Lead contact center and e-services teams to deliver exceptional service and collaborate with branch leadership to ensure a unified experience
Expand and optimize communication channels, including text, chat, co-browsing, and AI-enabled solutions, with a focus on scalability and 24/7 responsiveness
Drive the evolution of digital banking channels, including online, mobile, and self-service platforms, in partnership with technology teams
Monitor member feedback and usage analytics to continuously improve digital and operational experiences
Lead special projects, innovation initiatives, and continuous process improvement efforts across operations
Stay current on industry trends, best practices, and emerging technologies to support innovation and operational excellence
Partner closely with Enterprise Risk Management to ensure regulatory compliance and effective risk mitigation related to fraud, cybersecurity, and data privacy
Requirements:
Bachelor’s degree in Business Administration, Finance, or a related field
Proven experience in credit union or financial services operations, with demonstrated impact across member delivery channels and back-office functions
At least five years of progressive leadership experience with accountability for complex operations
Strong leadership capabilities with a track record of building trust, motivating teams, and fostering a positive, high-performance culture
Excellent communication, negotiation, and relationship-building skills, with a high degree of professionalism and confidentiality
Strategic mindset with demonstrated success driving operational excellence and continuous improvement
Experience with digital banking platforms and emerging technologies
High level of technical proficiency, including strong working knowledge of Microsoft applications to support data-driven and forward-thinking initiatives
Ability to travel as needed
valid driver’s license with a good driving record
Demonstrated alignment with values-centered leadership, including a focus on relationships and results, inclusion, continuous learning, innovation, and collaboration