Branch Operations Director

Description

This individual will direct the delivery of services to members through Branch/MSR Supervisors and Member Service Representatives at all levels; achieve organizational sales goals; participate in development and implementation of organizational strategic plans; ensure the organization is in compliance with all regulations, with primary responsibility for identifying and communicating deposit related compliance requirements. Participate in the general management of the organization as member of the Management Team. 

Strategic & Operational Leadership

• Develop and execute the operational strategy for all branches to support the credit union’s overall mission, growth targets, and member satisfaction goals.

• Define and track KPIs and operational metrics (e.g., service levels, transaction volume, cross-sell ratios, staffing efficiency, and compliance rates).

• Standardize operations across branches to promote consistency, scalability, and efficiency.

Staff Leadership and Development

• Hire “Ideal Team Players”.

• Coach, mentor, and evaluate Branch and MSR Supervisors and, indirectly, Senior MSRs.

• Establish performance expectations and accountability structures for branch personnel.

• Design and implement ongoing training and development programs, including onboarding, compliance, emergency preparedness, fraud prevention, service excellence, and leadership growth.

• Promote a culture of continuous improvement, teamwork, and employee engagement in support of core values.

Branch Performance Management

• Conduct regular site visits to assess branch operations, staff engagement, member traffic, and facility conditions.

• Work closely with Branch and MSR Supervisors to implement branch-level business development plans and member service initiatives.

• Analyze branch data to identify trends, inefficiencies, or opportunities for improvement.

• Develop and manage budgets, P&L accountability, and resource planning across branches.

Project & Change Management

• Collaborate on large-scale change initiatives within the branch network (e.g., core conversions, branch remodels, relocations, or closures).

• Act as project lead or sponsor for initiatives impacting frontline operations.

• Conduct risk assessments and change readiness evaluations before major deployments.

Member Experience Optimization

• Lead the standardization and continuous improvement of the member experience across all

branches.

• Monitor Net Promoter Scores (NPS), complaint logs, wait times, and member feedback.

• Develop escalation pathways for complex member concerns and high-impact service failures.

Risk Management & Compliance

• Ensure full adherence to applicable federal and state regulations (e.g., DIFS, NCUA, BSA, OFAC, AML, Regulations D, E, CC, and DD).

• Partner with Compliance and Risk personnel to implement operational controls and remediate audit findings.

• Activate current emergency response procedures when needed, including active shooter preparedness, robbery protocols, fraud prevention, and business continuity plans.

• Oversee dual control processes, vault procedures, cash drawer audits, vault audits, and cash limit enforcement.

Cross-Functional Collaboration

• Work closely with departments such as Lending, Compliance, Marketing, HR, Digital, and IT to ensure branch support, integration, and service delivery.

• Serve as a critical voice in cross-departmental strategic discussions.

• Provide feedback on product effectiveness, member needs, and branch-level insights.

Technology & Facility Oversight

• Oversee implementation and use of branch technologies.

• Partner with IT and Facilities personnel to ensure proper maintenance, system reliability, and physical security (alarm systems, cameras, access controls).

Requirements

Experience 

Three years to five years of similar or related experience.

Education

(1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g. information technology certifications in lieu of a degree).

Interpersonal Skills

Motivating or influencing others is a material part of the job. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. The role requires a significant level of trust or diplomacy.

Other Skills

Must have in-depth understanding of and ability to interpret regulations affecting deposit programs within the Credit Union, including Regulations B, D, E, Z, CC, and DD. Strong supervisory, PC (technology), compliance, leadership, written and verbal communication skills.

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at a time.

Work Environment

Full-time position in a fast-paced team environment fostering teamwork, open communication, and collaboration. This position is performed onsite, with no option for long-term remote work. The hours for this position are between 8am and 5pm, Monday through Friday, subject to change as needed.  This individual must have a valid drivers license and a reliable vehicle.