Coo Operations Contact Center Jobs (NOW HIRING)

Title: Chief Operating OfficerReports To: President/CEOFLSA: ExemptSUMMARYThe Chief Operating Officer (COO) is responsible for leading the credit union's daily operations and executing strategies that support organizational growth, operational excellence, financial performance, regulatory compliance, and an exceptional member experience. As a member of the Executive Leadership Team, the COO provides leadership for multiple operational departments, drives process improvements, and ensures the efficient delivery of products and services in alignment with the credit union's strategic goals.CORPORATE COMPETENCIESMember Service and Value –Deliver exemplary service internally and external in accordance with the credit union’s service standards and in a professional manner that projects confidence, knowledge, and ability to provide options and solutions to meet member needs within established policies and procedures. Interactions with members provide value and generate goodwill and a positive image of MCCU as a trustworthy financial institution.Accountability/Accuracy/Efficiency – Maintain a superior level of attention to detail and ensure accuracy in all transactions and activities performed. Organized and thorough in completing duties and a reliable team member. Ensure established processes and procedures are complied with and are consistently executed. Display self-motivation. Accept responsibility for own actions and hold others accountable to maintain appropriate levels of performance in accordance with established policies and procedure.Team Player- Possess exceptional collaborative skills to work cross functionally with various departments and operational areas to solve problems and advance ideas and innovation. Maintain positive working relations with all credit union team members to achieve corporate and departmental goals and objectives. Treat people with respect; keep commitments; inspire the trust of others.Decision Making - Consistently apply superior data driven decision-making techniques pertaining to job duties, inquiries, approvals, and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as a tool for development. Exercise good judgement in making decisions, ensuring appropriate supervisory approvals are obtained.Communication – Exhibit strong communication skills with internal and external stakeholders. This includes appropriate collaboration and engagement of staff and other higher-level executives in information gathering and sharing, projecting management, and implementation of projects and other assignments. It also includes communication with vendors, members, and other external parties. Respond to inquiries or refer inquires to the appropriate department or person and exhibiting the necessary follow through with members and/or staff involved.ESSENTIAL DUTIESPerformance Responsibilities – Responsibilities and duties related to this function are:Executive Leadership & Operational OversightProvides executive leadership and direction for the credit union's daily operations by overseeing multiple areas, including branch operations, member experience, contact center, digital banking and other assigned departments.Directs the work of leaders to ensure operational excellence, consistent service delivery, and achievement of organizational goals.Evaluates organizational structure, workflow, staffing, infrastructure, and service delivery to improve efficiency, member experience, productivity, and sales performance.Financial & Operational PerformanceResponsible for achieving short- and long-term financial and operational objectives that support the credit union's strategic plan and financial strength.Collaborates with executive leadership to develop operational strategies that improve profitability, operational efficiency, productivity, and sustainable growth.Monitors operational performance through key performance indicators and implements corrective action when necessary.Strategic Planning & Organizational EffectivenessParticipates in the planning, development, implementation, and evaluation of the credit union's strategic business initiatives.Collaborates with executive leadership to establish strategic priorities and operational objectives while coordinating activities across multiple departments to ensure successful execution.Aligns operational initiatives with organizational goals, member needs, and long-term growth strategies.Process Improvement & InnovationResearches, evaluates, and implements opportunities to improve operational processes, workflow efficiencies, technology utilization, products, pricing strategies, and member service delivery.Leads continuous improvement initiatives that streamline operations, reduce costs, enhance the member experience, and support organizational innovation.Compliance, Risk Management & GovernanceEnsures departments under direct supervision comply with all applicable federal and state regulations, NCUA requirements, internal policies, and industry best practices.Works closely with Risk Management, Compliance, and executive leadership to maintain strong internal controls, mitigate operational risk, and promote regulatory compliance throughout the organization.Budgeting & Capital ManagementProvides executive oversight of operational budgets and capital expenditures for assigned departments and the branch network.Monitors financial performance, evaluates capital investment opportunities, and ensures responsible stewardship of organizational resources while supporting strategic initiatives and operational needs.Organizational Culture & Policy LeadershipPromotes and reinforces the credit union's mission, vision, values, and organizational culture.Recommends, develops, and implements operational policies, procedures, and organizational objectives that improve efficiency, accountability, employee engagement, and service excellence.Ensures approved policies are effectively communicated, implemented, and consistently followed throughout reporting departments.Additional Executive ResponsibilitiesBuilds collaborative relationships across all departments to ensure organizational alignment.Develops, mentors, coaches, and evaluates leaders while fostering succession planning and leadership development.Represents the credit union with regulators, business partners, community organizations, and industry associations as appropriate.Performs other duties as assigned.ENVIRONMENT AND PHYSICAL ACTIVITYThe incumbent is in a non-confined office type setting in which he or she is free to move about at will. The position includes driving to MCCU branches which includes exposure to the outside weather elements and moving mechanical parts. It may include some minor annoyances such as noise, odors, drafts, etc.While performing this position, the incumbent spends time writing, typing, speaking, listening, lifting (up to 50 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching.The incumbent for this position may operate any or all of the following: telephone, cellular telephone, copy and fax machines, adding machine (calculator), scanning equipment, laptop computer, personal computer and related printers, or other equipment as directed.The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsMENTAL DEMANDSThe incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, member and vendor contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.MINIMUM REQUIREMENTSThese specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.Bachelor's degree in Business Administration, Finance, Management, or a related field required. Master's degree (MBA or related field) preferred.Minimum of 10 years of progressive leadership experience in financial services, banking, or credit union operations.Minimum of 5 years of senior or executive management experience with responsibility for multiple operational departments.Demonstrated experience leading branch operations, member service, lending operations, deposit operations, or other core financial institution functions.Proven experience developing and executing strategic initiatives, improving operational efficiency, and leading organizational change.Experience managing budgets, operational performance metrics, and capital expenditures.Strong knowledge of financial institution regulations, risk management, and regulatory compliance.Credit union experience preferred; community financial institution experience strongly preferred. #J-18808-Ljbffr