UNIFY Financial Credit Union ($2.3B in assets) is announcing a search for a SVP Operations to provide leadership in retail operations including: the branch network, contact centers and all operations support channels.
The role is responsible for delivering a distinctive service experience for our members and our employees and is accountable for member engagement and retention. The leader will serve on the Senior Management Team contributing to the development and growth strategy for the Credit Union.
Provides management, supervision, and leadership to Retail Sales and Operations team members by creating designing and implementing metrics and accountability measures.
Communicates and works closely with other members of the leadership team and successfully collaborates with other departments to achieve revenue goals and member service targets.
Develops an overall strategic vision for a vibrant, compelling, and value-added service delivery model that is scalable for a 50+ nationwide branch network and multi-site 24/7 Call center.
Establishes organizational goals, objectives, and operating procedures.
Ensures functional areas are meeting all objectives pertaining to quality, compliance, regulations, productivity, customer service, budget, and project management.
Ensures operational plans are aligned with UNIFY’s overall business plans and specific strategic and tactical initiatives.
Ensures the effective implementation, integration, and execution of UNIFY’s strategic plan initiatives.
Develops and directs the administration of a multi-million expense budget which includes staffing, approving expenditures, managing vendor relationships/expenses, analyzing reports, initiating process improvements and reducing cost.
Leads UNIFY’s organizational focus on member service at every touch point while simultaneously delivering operational effectiveness.
Identifies opportunities to support UNIFY’s business partners resulting in an ease of doing business with UNIFY.
Leads all new business, call centers, and inforce customer service center operations in a high volume environment with significant regulatory complexities.
Ensures cost effective operations supported by continuous operational improvements.
Ensures the development and maintenance of an effective organization for area(s) of responsibility, including: efficient work flow patterns; established performance standards; effective delineation of duties and responsibilities; suitable staffing levels; appropriate supervision; and systems for timely communication of pertinent information.
Ensures the development, implementation, documentation, and monitoring of compliance related matters; meeting or exceeding all regulatory agency guidelines and standards as well member requirements.
Ensures the appropriate controls (financial, operational effectiveness, efficiency, quality, and regulatory controls) are maintained within UNIFY Operations.
Supports sales growth initiatives by proactively collaborating with wholesale, retail, and distribution strategic partners to successfully position UNIFY to meet their current and future needs.
Ensures highly productive relationships and partnerships for the benefit of the organization.
Sets goals, monitors work, and evaluates results to ensure that departmental and organizational objectives and operating requirements are met and are in line with the needs and mission of the organization.
Five or more years of senior level management experience in a financial institution.
Extensive management experience in retail banking and operations.
Bachelor’s degree in business administration, management, or related field.
Ability to manage multiple business units and generate results.
Ability to analyze channel data and derive and implement solutions to improve service experience.
UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base.
At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful.
Competitive Compensation and Excellent Benefits Package Includes:
Medical, Prescription, Dental, Vision, Life, and Short- and Long-Term Disability Insurance
Defined Benefit Pension Plan fully funded by UNIFY
401(K) Plan with employer match
Education reimbursement that covers up to 100% of tuition and books for approved programs
Flexible Spending Accounts
Generous Vacation, Sick, Personal and Holiday Pay
UNIFY banking privileges for you and your family