VP of Retail Operations

Role Scope

The VP of Retail Operations provides senior leadership for the credit union’s retail branch network, ensuring consistent service delivery, strong performance, and sound operational controls. This role exists to align day-to-day branch execution with organizational goals while strengthening the member experience and developing branch leadership.

Key responsibilities

• Leading and coaching Branch Managers
• Sets clear standards and accountability
• Uses performance and satisfaction metrics to drive improvements
• Partners with Lending, Marketing, and Operations to execute growth initiatives and community engagement
• Ensures efficient staffing, workflows, and adoption of products/technology
• Maintains compliance with NCUA regulations and requirements including BSA/AML, OFAC, Reg CC, Reg E, Reg DD, and privacy

Required Qualifications/skills

• Bachelor’s degree (Master’s preferred)
• 7–10 years progressive financial institution leadership; 2+ years multi-branch leadership
• Strategic planning, budgeting, and change leadership capability
• Strong communication, coaching, analytical, and risk/compliance knowledge
• Credit union experience preferred; CCUE/CCUFC/CUDE a plus

Total Rewards

• Medical, Dental, and Vision coverage
• 401(k)
• Life Insurance
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Competitive Salary
• Paid Time Off
• A Snack/Drink Room