VP - Member Operations

About the role

The VP, Member Operations provides strategic oversight for member operations, operational support, technology initiatives, compliance, and process improvement to deliver efficient, compliant, and member-centered service. The ideal candidate is a senior financial services operations leader with experience leading multi-function teams, strengthening controls, improving efficiency, and advancing organization-wide initiatives.

Responsibilities

• Own the operational lifecycle of consumer and business member relationships, aligning processes, systems, controls, and service delivery to support compliant, scalable growth.
• Develop and maintain operational policies, procedures, and controls for consumer and business accounts.
• Ensure timely completion of tax, IRA, compliance, and escheatment reporting with appropriate documentation and controls.
• Establish and report operational KPIs for service, productivity, risk, process effectiveness, and strategic progress.
• Partner across business lines, Contact Center, Digital, IT, Fraud, Payments, Compliance, and branches to resolve operational gaps and improve handoffs.
• Identify root causes and service gaps, and implement improvements that reduce risk, strengthen controls, and improve member and team member experience.
• Lead workflow redesign, automation, control enhancements, and measurable improvements in service quality, cycle times, and efficiency.
• Monitor turnaround times, error and rework rates, escalations, complaints, SLA performance, and workflow adoption.
• Ensure compliance with applicable BSA, AML, OFAC, Fair Lending, Regulation E, GLBA, and banking or credit union requirements.
• Lead audits, risk assessments, corrective actions, and operational risk guidance.
• Set ownership, service standards, escalation paths, and performance reporting across operational functions.
• Lead operational transformation and technology initiatives that improve efficiency, quality, scalability, and service delivery.
• Resolve operational issues, support training, maintain procedures, and ensure consistent interpretation of requirements.
• Develop and manage operational budgets, forecasts, and resource allocation.
• Provide operational performance reporting and recommendations to executive leadership.
• Maintain industry relationships to monitor regulatory changes and support timely implementation.
• Lead top-down risk analysis, real-time control issue detection, escalation, root-cause analysis, and remediation.
• Provide operational risk guidance and analysis for new products, services, and initiatives.
• Demonstrate comprehensive knowledge of IRA requirements and individual and business account vesting and structures.

Requirements

• Minimum 10 years of progressive financial services operations leadership experience, including operational performance, compliance, risk management, and team leadership.
• Minimum 5 years of senior management experience within banks or credit unions.
• Commercial or business banking and consumer or retail operations experience required, preferably in a bank or credit union.
• Proven experience leading enterprise-wide and cross-functional initiatives.
• Strong knowledge of banking/credit union regulatory requirements and compliance frameworks.
• Experience with operational analytics, KPIs, and performance management.
• Experience leading technology, automation, workflow redesign, and process improvement initiatives.
• Working knowledge of core, CRM, workflow, productivity, reporting, and collaboration platforms, including Symitar, Salesforce, Microsoft 365, Teams, SharePoint, Excel, Tableau, BillPay, Jira, or similar tools.
• Expertise in process improvement, service journey mapping, automation, change management, and performance-data analysis.
• Strong budgeting, forecasting, and resource management experience.
• Ability to develop and lead high-performing teams with accountability, engagement, succession strength, and continuous improvement.
• Excellent executive communication, leadership, and collaboration skills.
• Ability to manage multiple priorities within a fast-paced financial institution.
• Bachelor's degree in Business