Director Retail Operations

Hudson Valley Credit Union is currently recruiting for the position of Director of Retail Operations. Primary Function: Engage and develop the QC Analyst and Float teams. Lead the Retail Branch Operations function for the Credit Union. Analyze, validate and document the effectiveness of existing operational business processes and develops strategies for meeting HVCU goals and objectives.

• Engage and develop the QC and Float Pool Supervisor, the Branch QC Analyst Team and the Float Team. Meet at least monthly with direct reports to provide performance feedback and leadership guidance. Obtain employee feedback and discuss career pathing. Complete annual performance evaluations for direct reports.
• Lead the Quality Control Group to ensure proper review of Branch and Outbound activities. Ensure teams review meets the standards of all regulatory agencies. Analyze front-line processes and implement improvements that will enhance the member experience, create efficiency, relieve operational burden, improve branch results and protect the soundness of the CU.
• Participate on cross-functional teams that implement new products, services and processes to ensure efficiency and member service are the primary focus.
• Create and approve operational procedures for branch administration. Recommend and implement Lean initiatives and improvements. Calculate, evaluate and report cost/benefit and return on investment analyses of approved projects.
• Develop a continuous improvement culture across the branch network. Oversee branch activities and employee interactions through the Branch QC Analysts to identify employee pain points and barriers to high quality member service.
• Manage assigned vendors that support the Retail Network and ensure strong understanding of their systems.
• Responsible for gathering and analyzing operational reports. Work with internal stakeholders. Identify and make recommendations to support lean initiatives across the branch network. Collaborate with the Regional Managers, the Director of Outbound and Contact Center to ensure clear and consistent communication with staff across the Retail Network.
• Oversee use of the branch workforce management system and the creation of efficient branch schedules and allocation of branch staff, including the float team. Oversee in-branch audit schedules to ensure randomness and completion.
• Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.
• Embrace and apply HVCU's guiding principles to all activities and responsibilities. This includes the Credit Union's Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union's initiatives by demonstrating teamwork and professionalism.
• Responsible for regular and predictable attendance including punctuality.

• Bachelor's Degree or at least 2 years equivalent experience for each undergraduate year not completed is required. Undergraduate degree cannot substitute for minimum number of years of experience.
• Valid drivers licence is required.
• Minimum 5 years management and leadership experience in a financial institution with direct responsibility for management teams is required.
• Minimum 3 years experience in banking or credit union industry is required.
• Sales management and employee development experience is preferred.

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Join a team where your growth matters. At Hudson Valley Credit Union, we offer a supportive, community-focused culture, competitive benefits, and opportunities to grow your career while making a meaningful impact. Come be part of a Great Place to Work!

Employee Perks:

• Base & Variable Pay Structures

• Paid Personal, Holiday & Volunteer Time Off

• Professional Development & Training

• Student Loan Repayment & Tuition Reimbursement Programs

• Medical, Dental & Vision Coverage

• 401(k) With Employer Match & Non-Elective Employer Contribution

• Life, Short-term & Long-term Disability Insurances

• Discounted Loan Rates & Fees

Hudson Valley Federal Credit Union is an AA/EEO employer committed to equal opportunity and employee diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, military or veteran status, genetic information, marital or familial status, domestic violence victim status, or any other characteristic protected by law.