Vp Client Operations Jobs in Milan, IL (NOW HIRING)

The Executive Vice President is a senior executive responsible for leading and improving the credit union’s day-to-day operations, growth, member experience, service delivery, operational risk management, financial performance and execution of strategic priorities. Reporting to the President/CEO, the EVP works closely with the executive leadership team and Board of Directors to translate strategy into operational plans, ensure regulatory compliance, strengthen organizational performance, and drive sustainable growth while preserving the credit union’s member-focused mission. 

This position has been intentionally structured as the successor role to the President/CEO. The successful candidate will partner closely with the CEO and Board of Directors to gain broad exposure to all aspects of the credit union and progressively assume increasing strategic leadership responsibilities in preparation for a planned CEO transition.

SUPERVISORY RESPONSIBILITIES:

Provides strategic leadership and direction to other senior leaders and their teams. Effectively recruits, develops, coaches, and retains talent; establishes performance expectations and accountability; delegates and prioritizes work; drives employee engagement and professional growth; leads team communications; and resolves complex personnel and operational challenges.

LEADERSHIP EXPECTATIONS:

• Model the credit union’s values and commitment to member service, ethical conduct, and community / field of membership impact.
• Communicate clearly and consistently across departments, executive leadership, and the Board of Directors.
• Promote a culture of accountability, collaboration, innovation, operational excellence and business acumen.
• Contribute to enterprise-wide decision-making regarding strategy, talent, culture, financial performance, risk management, technology investments, and organizational priorities.
• Develop future leaders through coaching, delegation, succession planning, and professional development.
• Maintain a balanced focus on growth, service quality, compliance, employee experience, and prudent risk management.

Operations

• Provide executive leadership for multiple operational areas, which may include sales, branch operations, member services, contact center, deposit operations, lending, underwriting, payments, and other operational support functions.
• Oversee efficient, compliant, and member-focused delivery of products and services across all assigned channels and departments.
• Establish and monitor operational policies, procedures, internal controls, and service standards to ensure consistent execution and accountability.
• Lead process improvement, technology optimization, and branch transformation initiatives that improve efficiency, scalability, service quality, and the member experience.
• Analyze operational performance data, member feedback, service trends, and industry developments to recommend improvements and ensure data-driven decision-making.
• Financial and Asset / Liability Management
• Prepare, manage, and monitor budgets for assigned areas, ensuring resources are used effectively, unfavorable budget variances are controlled, and financial objectives are achieved.
• Actively understands and applies financial accounting concepts, to include accrual accounting as well as managerial accounting management.
• As an active member of the Asset- Liability Committee, understands and effectively discusses concepts, measures and strategies around:
• • Balance sheet management, to include EVE, Income Simulation, Rate Shock scenario management and Present / Future Value concepts.
  • Liquidity management measures, to include maturity and repricing gap.
  • Interest-Margin Management, Loan and deposit pricing strategy, to include risk-based pricing.
  • Other ratios as measured by the ALCO scorecard.

Risk Management

• Work closely with compliance, risk, audit, information technology, lending, finance, and other leaders to identify, monitor, and mitigate operational, regulatory, cybersecurity, vendor, and service delivery risks.
• Ensures audit and regulatory exam findings are completed by agreed-upon due dates.
• Ensure assigned business units comply with applicable federal and state regulations, credit union policies, audit requirements, and sound operational practices.

Consumer, Real Estate and Commercial Lending

• Ability to apply sound underwriting practices designed to increase loan volume while controlling credit risk. Can comfortably provide decisions and guidance on underwriting reviews of loan files.
• Proficiency with Loan Origination Systems, to include automated underwriting, loan decisioning and workflow management.
• Is a member of the Commercial Loan Committee and understands commercial loan risk ratings.
• Reviews lending policy changes for concurrence ahead of presentation to the board for approval.

Sales and Service

• Supports a strong sales and service culture (to include performance-based incentive pay), celebrates and recognizes successes both with individuals and across the organization.
• Follows and reviews sales scorecards and reports to understand strengths. weaknesses and trends in different areas across the organization.
• Monitor enterprise service performance and member experience metrics while ensuring timely resolution of service issues and emerging trends. Actively reviews member survey data and reported service issues and ensures resolution.

Strategic Planning

• Understands the difference between strategic planning and annual / budget planning.
• Translate organizational strategy into actionable operating plans and performance metrics.
• Manage strategic action items for on-time completion.
• Participate in evaluating strategic partnerships, merger opportunities, and other initiatives that support the long-term growth and sustainability of the credit union.

Culture and Community

• Build, mentor, and develop high-performing teams; promote collaboration, accountability, employee engagement, and continuous improvement.
• Champion and strengthen a high-performance culture that promotes engagement, accountability, collaboration, and continuous improvement.
• Maintain a visible leadership presence across the organization and foster open communication with employees at all levels. Keeps a regular cadence of visiting and communicating across the organization.
• Professionally represent the credit union with members, Board Members, regulators, vendors, SEG and community partners, and other external stakeholders.
• Serve as a key member of the executive leadership team and, when designated, act on behalf of the President/CEO.

• Bachelor’s degree in business administration, finance, operations management, organizational leadership, or a related field required; master’s degree preferred.
• Ten or more years of progressively responsible leadership experience within a credit union or bank, including senior executive leadership responsibilities.
• Demonstrated experience leading operational teams and leaders, managing budgets, improving processes, growing the business and executing strategic initiatives. Experience with mergers and acquisitions preferred.
• Strong understanding of credit union operations, member service delivery, regulatory compliance, risk management, internal controls, and financial institution technology.
• Strong financial acumen is required.
• Proven ability to lead through change, build collaborative relationships, and influence outcomes across departments.
• Excellent verbal, written, analytical, presentation, and interpersonal communication skills.
• Ability to handle confidential information with discretion and exercise sound judgment in complex situations.

ADDITIONAL PREFERRED QUALIFCATIONS:

• Executive leadership experience in a credit union or bank of comparable size, complexity, or growth stage.
• Experience with core processing systems, digital banking platforms, payments, lending support systems, contact center operations, and branch transformation.
• Experience working directly with a Board of Directors, regulators, auditors, and external strategic partners.
• Professional certifications or continuing education related to credit union management, risk management, compliance, project management, or executive leadership.

A comprehensive compensation package will be offered to the selected candidate.