Chief Operating Officer

at  Massey Henry

Massey Henry is pleased to support the recruitment for a Chief Operating Officer (“COO”) on behalf of Libro Credit Union (“Libro”). Libro is one of the largest credit unions in Ontario.

In 2022, Libro was recognized with a gold rating in a new Corporate Knights report that assesses the social purpose practices of Canadian companies.

• Financial Resilience: In times of economic uncertainty, we continue to see, more than ever, the importance of providing coaching that empowers Owners to be financially resilient. Libro coaches make an effort to learn about Owners and provide tailored advice and relevant products & services to help them their work towards their own goals.
• Local Food Accessibility: Helping everyone to access healthy local food in southwestern Ontario will always be important to us, and not just because our roots are in agriculture. We’re excited to be a partner in this progressive industry. While Food Accessibility is one of our pillars, we know all these issues are intertwined with the financial resilience of our Owners, including Agribusiness, and community members.
• Housing: With the supply of housing an issue across Southwestern Ontario along with rapidly increasing costs all along the housing spectrum, understanding the unique circumstances of Owners and supporting them with advice and services is a priority for us. So is supporting organizations that help vulnerable members of our communities to be safely and affordably housed.
• Employment: Creating a positive and inclusive culture, and positive outcomes for our staff is a top priority for Libro. Libro’s practices ensure we are contributing to the financial, physical, professional, and social well-being of our staff. The local businesses we support are making major contributions to employment in our region. We also proudly partner with organizations that create and strengthen meaningful employment.
• Climate Change & Sustainability

Specific responsibilities of the Chief Operating Officer include:

• Enterprise Leadership: Participates as an active member of the Executive Leadership Team by contributing to enterprise-wide and departmental strategies, while providing strong Credit Union system and community leadership and engagement.
• People Leadership: Demonstrates exceptional leadership of the branch and channel staff, ensuring a capable, highly functional distribution leadership team.
• Staff Engagement: Ensures high levels of staff engagement by delivering strong people leadership through effective communications and ensuring a clear understanding of Libro’s strategy.
• Owner Loyalty & Performance: Ownership of overall financial performance results and owner satisfaction, adjusting as necessary to ensure success for owners and regulators.
• Distribution Channels: Develops and maintains an effective distribution strategy & structure, including digital and physical channel delivery.
• Revenue Growth: Responsible for revenue generation across all channels, non-interest revenue, and alternative channel exploration and growth.
• Sales Management: Develops internal capabilities and partnerships needed to meet sales and revenue growth objectives, including development of internal teams and management of external partner relationships.
• Products & Services: Develops and sustain profitable products, services, and pricing to grow and deepen ownership share of wallet and revenues, while delivering an excellent owner experience.
• Operations: Leads key administrative and processing function (including Personal & Business credit Administration, Wealth Operations, Estates, and Branch Operations support), ensuring cost efficient, automated, and owner-centric operational functions aligned to Libro’s purpose and value proposition.
• Process Excellence: As the executive leader responsible for deploying Lean and managing Lean initiatives, drives a lean culture focused on maximizing owner value and minimizing waste.
• Risk Management: Ensures staff embrace an appropriate risk management framework in a culture that encourages empowerment and smart risk-taking, overseeing operational workflows, processes, and procedures that are aligned with key controls, risk management, and compliance considerations

Passionately Accountable

• Communicates a compelling vision and sense of purpose, is outcome-oriented by defining success and ensuring understanding, demonstrates urgency and accountability to stretch goals. People-focused role model for relationship building, cultivates win-win through diplomacy and objectivity. Creates and models Owner-centric principle-based approach with clear intent and consideration of consequences. Establishes and supports proactive advice and experience culture