Chief Operating Officer

Credit Union Central of Manitoba Ltd.; Kitchener; On-site; CAD 120,000 - 180,000; Full time

Job summary

A leading financial cooperative in Canada is seeking a Chief Operating Officer (COO) to drive strategic initiatives and operational excellence. The COO will oversee business lines, enhance member experiences, and lead innovation in a values-centered environment. This role requires extensive experience in P&L management, operational efficiency, and business development, making it a key position in shaping the future of the organization.

Qualifications

• 15+ years of relevant experience in operations and management.
• Proven track record in managing multiple business lines.
• Expertise in product and pricing strategy.

Responsibilities

• Lead implementation of strategic objectives and business growth.
• Oversee product development and operational processes.
• Enhance member service and engagement.

Skills

P&L Management

Operational Efficiency

Business Development

Sales Strategy

Agile Methodologies

Education

Degree in business, finance, or a related field

MBA or other graduate degree

Certification in Lean or Agile methodology

Job description

Occupation Type: Operations/Back Office Admin

Employment Type: Full-time

Massey Henry is pleased to once again support Kindred Credit Union (“Kindred”) – this time in the recruitment for a Chief Operating Officer (“COO”). As a member-owned financial cooperative, Kindred is driven by its purpose: Cooperative banking that connects values and faith with finances, inspiring peaceful, just, and prosperous communities.

Kindred Credit Union (“Kindred”) is a member-owned financial cooperative based in Southwestern Ontario. Kindred’s values-centred approach is woven into everything the organization does, making it the one-of-a-kind choice for those who want to “Make Peace with Your Money” – peace of mind and the impact of using money as a force for good.

Kindred offers a complete range of banking, borrowing, and investing products and services through eight branches and online. Members benefit from access to over 43,000 surcharge-free ATMs through THE EXCHANGE Network in Canada and the Allpoint Network in the US.

Kindred was founded in 1964 and is rooted in the founders’ radical vision to see mutual aid put into faithful practice. Its core values of integrity, compassion, and stewardship continue to shape the organization today.

Kindred Today

From modest beginnings, Kindred has grown to $2.6B in assets under administration and provides everyday banking services to over 29,000 members. As of December 31, 2024, Kindred is the 10th largest credit union in Ontario and the 32nd largest in Canada. As the marketplace has changed, Kindred has adapted and continues to adapt, with their foundation and values remaining strong.

Kindred approaches banking with a forward-thinking mentality, proactively investing in the future to ensure the organization is prepared to serve its growing membership and impact its growing communities.

Kindred’s Purpose is cooperative banking that connects values and faith with finances, inspiring peaceful, just, and prosperous communities.

Shared Values

Kindred operates in accordance with a strong set of shared values that are key to what makes it a values-centered financial institution, namely:

• Integrity means we strive to align our words and actions with our values at all times. We hold ourselves accountable to keep promises and follow through on commitments. When a mistake happens, we make it right. We strive to do the right thing in the right way for the right reasons.
• Compassion guides how we relate to each other and our communities, when it’s easy and when it’s not. We start with empathy, grace, and a deep appreciation for the equal value of each person, while also encouraging each other’s growth. Our mutual wellbeing depends on caring for one another in community where everyone is welcome.
• Stewardship acknowledges that all we have has been entrusted to us and we are called to be wise with the money, time, and other resources in our care. We will be a trustworthy expert our members can rely on to do what’s in their best interest and that of our credit union.

As a credit union, Kindred shares the seven cooperative principles that have been in place for more than 100 years, including:

• Voluntary and Open Membership
• Democratic Member Control
• Member Economic Participation
• Autonomy and Independence
• Education, Training, and Information
• Cooperation Among Cooperatives
• Concern for Community

Please visit the International Cooperative Alliance website for more information about the Seven Cooperative Principles.

Products and Services

Kindred offers a range of financial services to interested members seeking an alternative to traditional banking institutions. Leveraging unparalleled member experience, Kindred offers the opportunity to engage in values-centered banking, and the ability to become both a member and an owner, offering its members a full suite of banking products and services, including:

• Everyday banking – personal and business
• Loans and mortgages
• Wealth, investments and insurance
• Planning and advice

Values Products

Building on a foundation of mutual aid, Kindred offers a suite of unique values products designed to enable members to support each other and to extend access to financial services across the community, including:

• Affordable Housing GIC and Loan – Canada’s first for members to support loans for affordable housing
• Community Inspiration GIC – for members to earn bonus interest for a church or charity of their choice
• No/low fee accounts – for charitable and community organizations, refugees, recipients of Ontario Disability Support Program (ODSP), Registered Disability Savings Plan (RDSP), or Ontario Works
• HomeShare Mortgage – for two or more members to pool resources together to buy a home
• Escalator Loan – for members who struggle with access to mainstream credit options
• Creation Care Loan – for members to purchase environmentally sustainable home upgrades
• Crisis Care GIC and Loan – for members to support other members in financial hardship or distress
• Partnership GIC and Loan – for member to designate funds as a loan for another member or charitable organization

Additionally, in 2016, Kindred became the first financial institution in Canada to have all their GICs validated as Socially Responsible Investments (SRI), and the credit union continues to implement a rigorous review process to ensure their members’ money is invested in ways that fit their values to build a more economically, socially, and environmentally sustainable world.

Governance Structure

Kindred’s leadership consists of three groups: the Board of Directors, the Senior Leadership Team, and the Council of Members. These teams work closely together to ensure the continuing success and sound governance of the credit union.

• The Board of Directors establishes Kindred’s strategic direction, monitors the overall strength and financial performance of the organization, assesses the satisfaction of members, and ensures the credit union continues to be an engaging employer.
• The Senior Leadership Team provides strategic oversight and direction, developing and managing strategies necessary to attain the credit union’s goals and objectives.
• The Council of Members works closely with the Governance Committee of the Board, ensuring integrity in the recruitment of Directors to serve on the Board on behalf of the Membership.

Community Engagement

Kindred’s purpose is lived out through its members and in community with the congregations and charitable organizations that they support financially and volunteer with. Kindred strives to make a positive impact in the communities they serve by pledging to tangible impacts, including monetary contributions, programs, and events, in three key focus areas:

• Housing: Building partnerships to advance the availability of safe and affordable housing.
• Hunger: Engaging with different partners to improve access to healthy food and contribute to the development of a sustainable food system.
• Mental Health: Partnering to help support mental well-being for employees, families, and communities.

Kindred gave more than $650,000 in charitable giving on behalf of its members in 2024.

The Kindred Charitable Fund Committee approved more than $160,000 in grants for 2025, and more than $1.6 million since 1999. More than 200 groups have benefited from these grants, which have impacted people and communities across Ontario.

The Opportunity

The Chief Operating Officer (“COO”) leads the development of Kindred Credit Union’s (“Kindred”) strategy and implementation of the purpose, short-term objectives and long-term strategy.

The COO provides leadership and oversight of business lines (Business Banking, Retail Banking – including Wealth and Insurance), products and pricing, sales and distribution, business development, partnership strategies, business agility and delivery. In addition, they will lead all related administrative and support functions, branch and business line operations, and drive innovation through effective management of process improvement, digitization, and automation to improve operational efficiency.

The COO is responsible for the ownership of advice and planning, leading large-scale transformation across the organization to deliver differentiated, values-centered, purpose-driven member experiences. They oversee business agility, ensuring best practices in product development, and the delivery of new products and services.

Collaborating with senior leadership, the COO develops and implements strategies that drive sustainable growth. They lead efforts to expand Kindred’s membership base, revenue opportunities, and regional presence, while reinforcing the organization’s commitment to social purpose.

Key Responsibilities

Strategic Leadership and Implementation

• Lead the implementation of Kindred’s purpose and strategic objectives, ensuring alignment with long-term goals and short-term targets.
• Develop and implement strategies that drive business growth, expand the membership base, and explore alternative revenue channels.

Business and Financial Oversight

• Own the P&L for business lines: Business Banking, and Retail Banking – including Wealth and Insurance.
• Oversee product development, pricing strategies, and sales and distribution to drive revenue growth and market competitiveness.
• Drive accountability for results by setting clear sales targets and monitoring performance.

Operations and Process Optimization

• Lead branch operations, contact center, administration, and support teams to ensure seamless service delivery.
• Oversee the digitization and automation of operational process to maximize efficiency.
• Establish performance metrics to drive accountability for operational outcomes, ensuring teams meet Objectives and Key Results (OKRs) and deliver exceptional member experiences.

Member Experience and Service Excellence

• Oversee creation and implementation of plans to enhance member service, engagement, and loyalty.
• Lead advice and planning initiatives, leveraging research, data, technology and innovation to improve the member experience.

Innovation and Business Agility

• Encourage and enable innovation by implementing agile practices in product development and the delivery of new products and services.
• Drive operational excellence by leveraging digital transformation, process improvements, and innovative technologies to enhance overall effectiveness and efficiency.

Growth and Partnerships

• Develop internal capabilities and external partnerships to support business expansion.
• Identify and implement strategies that drive sustainable growth and increase revenue opportunities.

Areas of Accountability

• Advice and planning
• Business banking (Agriculture, Faith and Community Organizations, Commercial)
• Retail banking (includes Personal Wealth and Insurance)
• Contact centre
• Branch operations
• Support and related administrative teams
• Product development, sales and distribution
• Strategy development and delivery
• Business agility and innovation

The Individual

Bringing 15+ years of relevant experience, the Chief Operating Officer (“COO”) is a seasoned operations executive with a proven track record in managing multiple business lines, overseeing P&L, and driving sustainable growth. The COO brings experience in leading large-scale organizational transformations and driving continuous innovation and exceptional member experiences, with extensive expertise in product and pricing strategy, business development, and partnership strategies.

The COO brings a background in optimizing operations through digitization, automation, and process improvements, with a deep understanding of sales and distribution leadership, and technical proficiency spanning financial analytics, Customer Relationship Management (CRM) platforms, cloud infrastructure, and agile methodologies.

Key Qualifications

Key Skills and Experience

• P&L / Business Line Management – Proven leadership in managing multiple business lines, ensuring profitability and sustainable growth.
• Advice and Planning – Leadership in reshaping advisory services, integrating innovation, and improving member engagement through values-centred advice.
• Operational Efficiency and Digitization – Expertise in process optimization, automation, and leveraging technology to enhance productivity and streamline operations.
• Product and Pricing Strategy – Expertise in developing competitive products and pricing models to enhance market positioning and drive revenue.
• Business Development – Experience in identifying growth opportunities and establishing strategic partnerships.
• Sales and Distribution Leadership – Strong background in sales strategy, channel distribution, and expanding market reach.

Technical Skills

• Digital and Automation – Experience in the responsible implementation of AI, process automation, and data-driven decision-making to improve operational efficiency.
• Agile and Lean Methodologies – Experience in agile operating models, product development cycles, and continuous improvement frameworks.
• Financial Analytics and P&L Management – Proficiency in financial modeling, forecasting, business case development and performance tracking to ensure business profitability.
• CRM and Customer Engagement Technologies – Knowledge of CRM platforms to enhance sales, service delivery, and member engagement.
• Cloud and IT Infrastructure – Familiarity with cloud-based solutions and IT systems to support digital initiatives.
• Change Management and Transformation Leadership – Expertise in leading large-scale organizational transformations, fostering innovation, and driving cultural change.

Education

• Degree in business, finance, or a related field.
• MBA or other graduate degree is preferred.
• Certification in Lean or Agile methodology is considered an asset.

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