Quality Assurance/Operational Excellence Coordinator

About The Role

At Southland Credit Union, we're committed to delivering exceptional experiences for our members through operational excellence, continuous improvement, and strong collaboration. We're looking for a highly organized, detail-oriented professional who enjoys improving processes, coordinating projects, and helping teams work more effectively. As the Quality Assurance / Operational Excellence Coordinator, you'll serve as a strategic operational partner to the VP of Member Experience, supporting organizational initiatives across Financial Centers, Contact Center Operations, Digital Branch, and other member-facing functions. You'll help ensure projects are successfully coordinated, procedures remain current, operational readiness activities are completed, and organizational priorities are effectively communicated, implemented, and sustained.

What You'll Be Doing

• Identify, analyze, and recommend process improvements that enhance operational efficiency, workflow effectiveness, member experience, and organizational performance.
• Facilitate process mapping, workflow design, operational reviews, and continuous improvement initiatives.
• Support the implementation of operational best practices and organizational standards.
• Monitor operational effectiveness and recommend solutions that improve service delivery, execution consistency, and organizational performance.
• Cooky
• Coordinate User Acceptance Testing (UAT), operational readiness activities, and implementation support for new initiatives.
• Owain
• Own and maintain procedure management for assigned business units, ensuring procedures remain accurate, current, compliant, and accessible.
• Partner with leaders and stakeholders to translate organizational priorities into actionable plans and support successful execution of enterprise-wide initiatives.

Experience

• Five or more years of experience in banking, credit union operations, business operations, project coordination, process improvement, or a related field.
• Experience coordinating projects, implementations, or cross-functional operational initiatives.
• Experience developing procedures, workflows, operational documentation, and process improvements.
• Demonstrated ability to manage multiple priorities, stakeholders, and deadlines while maintaining attention to detail.

Education

• Bachelor's degree in Business, Management, Finance, Operations, Project Management, or a related field preferred.
• Equivalent combination of education and relevant experience will be considered.

Knowledge, Skills & Abilities

• Strong understanding of operational processes, workflow design, and continuous improvement principles.
• Excellent project coordination and organizational skills with the ability to keep multiple initiatives moving forward.
• Strong written communication skills with experience creating business procedures, documentation, and training materials.
• Analytical mindset with the ability to evaluate processes, identify opportunities, and recommend practical solutions.
• Excellent interpersonal skills with the ability to build relationships and collaborate across departments.
• Strong presentation and meeting facilitation skills.
• Proficiency with Microsoft Office Suite, project tracking tools, reporting applications, and business systems.
• Ability to work independently while maintaining accountability and follow-through.
• Knowledge of banking or credit union operations and applicable regulations is preferred.
• Experience with Lean, Six Sigma, Project Management, or other continuous improvement methodologies is a plus.

Why You'll Love This Opportunity

Great member experiences don't happen by accident—they're built through thoughtful planning, collaboration, and a commitment to continuous improvement. In this role, you'll help shape how work gets done across Southland by improving processes, supporting strategic initiatives, and helping teams successfully navigate change. You'll work closely with leaders across the organization, giving you the opportunity to influence projects that improve efficiency, strengthen operations, and enhance the experience for both employees and members. Your ideas and recommendations will help create meaningful improvements that have a lasting impact. If you're looking for an opportunity where you can combine organization, problem-solving, project coordination, and process improvement to help build a stronger organization, Southland Credit Union offers a place where your work will truly make a difference.

Equal Opportunity & Pay Transparency

Southland Credit Union is an Equal Opportunity Employer. In accordance with California law, the pay range for this position is included in the job posting. Actual compensation will be based on qualifications, experience, skills, and business needs. USD $27.00/Hr. USD $34.00/Hr.