Director, Operations & Project Management

The Director, Operations & Project Management is responsible for overseeing the day-to-day operational activities and managing strategic projects within the credit union to ensure efficient service delivery and alignment with organizational goals. This role involves streamlining processes, driving operational excellence, and leading cross-functional project teams to implement key initiatives. The Director will work closely with senior leadership to optimize resources, enhance member experience, and support the credit union's growth and strategic objectives, ensuring compliance with industry regulations and standards.

Essential Functions:

• Operational Leadership

Develop and implement strategies to improve overall business operations and productivity.

Oversee processes, people, and systems to optimize performance, mitigate risks, and drive continuous improvement.

Ensure all operational processes are efficient, secure, and compliant with state and federal regulations.

Create and monitor key performance indicators to track the success of operational strategies.

Collaborates on digital banking strategy implementations and third party integrations.

• Project Management

Lead large-scale, cross-functional projects, from planning to execution, ensuring on-time and on-budget delivery.

Oversee project scope, timelines, and deliverables by coordinating with stakeholders and ensuring alignment with business needs, while ensuring smooth transitions and minimal disruption to service.

Allocate resources effectively to meet project goals and milestones.

Trains project management philosophy and tools across the business for smaller scale projects.

• Team Leadership

Lead, mentor, and manage operational downlines.

Foster a collaborative, results-oriented culture, encouraging innovation and accountability.

Ensure team members are aligned with project goals and company vision.

• Member Service and Experience

Focus on enhancing the member experience through service delivery improvements, operational efficiencies, and process innovations.

Gathers and engages leadership on member feedback to inform operational decisions and service improvements.

Responsibilities listed reflect general responsibilities of this position and are not to be construed as an exhaustive list of all duties. Other duties may be performed as needed.

Qualifications:

Experience, Education & Credentials:

• Bachelor's Degree in Business Administration, Operations Management, Project Management, or a related field is required.
• A minimum of seven years of banking or credit union experience with increasing levels of management and leadership roles is required.
• Experience with process optimization frameworks required.
• Experience with multiple financial software systems, core banking platforms, and technology solutions for enhancing member service, including online banking and mobile apps is required.
• PMP, Lean Six Sigma Black Belt, or similar process optimization certification preferred.

Knowledge, Skills & Abilities:

• Strong ability to lead cross-functional teams, make strategic decisions and implement change.
• Deep understanding of financial services and regulatory impacts and requirements within the credit union sector.
• Proficiency in project management tools and methodologies.
• Understanding of budgeting, financial forecasting, and resource allocation.
• Strong communication skills: both written and verbal for communicating with executive and senior leadership.
• Ability to handle operational and project-related issues quickly and effectively.
• Capability to manage risk, solve operational challenges, and make decisions that align with the credit union's vision.

Competencies:

• Communication - the ability to communicate clearly, effectively, and empathetically.
• Emotional Intelligence - understands and manages their emotions and is attuned to the emotions of others.
• Integrity and Ethics - must act with integrity, honesty, and ethical behavior.
• Decision Making - should be able to make informed and timely decisions based on information, analysis, and critical thinking.
• Adaptability - must be adaptable to navigate through uncertainty and complexity.
• Strategic Thinking - ability to think strategically, envisioning the long-term direction for their team or organization.
• Conflict Resolution - should be skilled in handling conflicts and differences of opinion within their teams or organization.
• Team Building - understand team dynamics, leverage individual strengths, and create a positive team culture.
• Results Orientation - should be focused on achieving results and driving performance.
• Accountability - take responsibility for their actions and outcomes.
• Continuous Learning - committed to their own development and the growth of their team.

Physical Demands:

• Must be able to lift up to 10 pounds.
• Requires standing and/or sitting for an extended period of time.