Role Overview: The Regional Operations Manager is responsible for overseeing the day-to-day operations of the credit union’s branch network, ensuring operational excellence and superior service delivery. This role focuses on driving business growth, expanding member engagement, and improving both member penetration and product adoption within the branches.

QUALIFICATIONS:

• 2-5 similar or related experience, including preparatory experience
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proven ability to drive business growth and improve service delivery.

• Operations & Service Excellence: Lead and manage the daily output and service excellence of all member-facing delivery channels. Develop, implement, and oversee operational strategies that align with the credit union’s sales and service culture. Oversee the day-to-day operations of the call center, ensuring seamless coordination between in-branch and call center teams. Monitor service levels, performance, and member satisfaction, and adjust operational strategies as necessary. Conduct routine branch visits and call center meetings to inspect, validate, and ensure adherence to operational standards. Collaborate with Branch Managers and department heads to align branch and call center operations.
• Business Development & Member Engagement: Support and guide branch management teams in executing strategies to increase member penetration, expand deposits, and drive loan growth. Encourage and assist in identifying cross-selling opportunities, increasing member activity and utilization of products and services. Develop and measure performance benchmarks for new accounts, active member engagement, and financial product growth. Work closely with marketing and business development teams to implement targeted outreach and member acquisition campaigns.
• Hands-On Leadership & Branch Support: Lead by example during branch visits, potentially stepping in as the primary decision-maker and operational leader. Actively engage with staff and members to model behaviors that drive success and inspire high standards of service. Foster a dynamic of collaborative leadership, ensuring branches feel supported in every aspect of their operations.
• Strategic Reporting : Establish and report on key performance indicators (KPIs) related to branch operations, member growth, and financial product adoption. Regularly present findings and insights to the Director of Member Services and Lending, highlighting operational successes and areas for improvement.
• Team Leadership & Development: Mentor and hold Branch Managers accountable for operational and sales performance. Provide leadership and ongoing development for Branch Managers, focusing on coaching them to drive service excellence and business development results. Foster a performance-driven culture, motivating teams to meet sales targets and improve member relationships.
• Collaboration & Cross-Departmental Engagement: Actively collaborate with departments such as Marketing, Lending, and Collections to ensure cross-functional alignment on service delivery, member growth, and operational initiatives. Participate in special projects and task groups designed to drive improvements in operational processes and member experience.