Summary
Carex is partnering with a banking industry partner to identify a Vice President of Operations who will 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.
What You’ll Do
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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.
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Develop and execute strategies to improve operational efficiency, streamline processes, and increase productivity across member-facing and back-office functions.
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Partner with leadership to align operational objectives with enterprise strategy, mission, and vision.
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Establish, monitor, and act on key performance indicators related to operational effectiveness, service quality, and member satisfaction.
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Leverage data and analytics to inform decision-making, drive continuous improvement, and enhance the overall member experience.
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Champion a member-centric culture by setting high service standards and ensuring consistent, personalized interactions across all touchpoints.
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Oversee the design and delivery of member touchpoints to ensure alignment with brand standards across digital and assisted channels.
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Lead contact center and e-services teams to deliver exceptional service and collaborate with branch leadership to ensure a unified experience.
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Expand and optimize communication channels, including text, chat, co-browsing, and AI-enabled solutions, with a focus on scalability and 24/7 responsiveness.
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Drive the evolution of digital banking channels, including online, mobile, and self-service platforms, in partnership with technology teams.
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Monitor member feedback and usage analytics to continuously improve digital and operational experiences.
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Lead special projects, innovation initiatives, and continuous process improvement efforts across operations.
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Stay current on industry trends, best practices, and emerging technologies to support innovation and operational excellence.
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Partner closely with Enterprise Risk Management to ensure regulatory compliance and effective risk mitigation related to fraud, cybersecurity, and data privacy.
What You’ll Bring
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Bachelor’s degree in Business Administration, Finance, or a related field.
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Proven experience in credit union or financial services operations, with demonstrated impact across member delivery channels and back-office functions.
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At least five years of progressive leadership experience with accountability for complex operations.
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Strong leadership capabilities with a track record of building trust, motivating teams, and fostering a positive, high-performance culture.
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Excellent communication, negotiation, and relationship-building skills, with a high degree of professionalism and confidentiality.
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Strategic mindset with demonstrated success driving operational excellence and continuous improvement.
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Experience with digital banking platforms and emerging technologies.
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High level of technical proficiency, including strong working knowledge of Microsoft applications to support data-driven and forward-thinking initiatives.
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Ability to travel as needed; valid driver’s license with a good driving record.
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Demonstrated alignment with values-centered leadership, including a focus on relationships and results, inclusion, continuous learning, innovation, and collaboration.
Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.
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