Chief Operations & Member Experience Leader

Independent Federal Credit Union; Elwood (IN); On-site; USD 110,000 - 170,000; Full time

Job summary

Independent Federal Credit Union is seeking a Head of Operations to drive daily operations, member experience, and branch performance in Indiana.

You will partner with the CEO and leadership team to implement the strategic plan, improve processes, and grow deposits and membership while maintaining strong controls.

This role requires leadership, coaching, and a commitment to service excellence across all channels.

Qualifications

• Bachelor’s degree in business administration, finance, management or related field.
• 3–5 years of progressive operations experience in credit union or financial institutions.
• Experience with Debit Cards, Deceased Accounts, Specialty Accounts, online account opening and leadership.

Responsibilities

• Lead day-to-day operations and support the strategic plan.
• Oversee branch operations and cross-department processes.
• Lead member experience and satisfaction strategy across channels.
• Develop products and services to meet member needs and growth.
• Collaborate with CEO and leadership on organizational priorities.
• Identify risks and implement compliance controls.
• Represent credit union in community and industry activities.
• Provide staff coaching, feedback, and performance management.

Skills

Strategic leadership

Operational management

Member experience

Products and services

Team development

Communication

Problem solving

Decision making

Financial judgment

Relationship management

Education

Bachelor’s degree

Job description

Independent Federal Credit Union is seeking a Head of Operations to drive daily operations, member experience, and branch performance in Indiana.

You will partner with the CEO and leadership team to implement the strategic plan, improve processes, and grow deposits and membership while maintaining strong controls.

This role requires leadership, coaching, and a commitment to service excellence across all channels.