Head of Branch Operations & Member Experience

Natco-Credit-Union; Richmond (IN); On-site; USD 110,000 - 150,000; Full time

Job summary

Natco Credit Union in Richmond, IN is seeking a Director of Branch Services to lead the day-to-day retail and operational oversight of the branch network. The role focuses on service standards, performance objectives, and a culture of collaboration and employee empowerment to drive member delight.

The Director will translate the CEO’s strategic vision into actionable operational plans, mentor branch teams, and collaborate with HR and departments to enhance training, service quality, and

Qualifications

• Bachelor’s degree in Business, Finance, Organizational Leadership, or related field.
• 7–10 years of progressive executive leadership experience in financial services.
• Experience leading retail banking, branch operations and organizational oversight.
• Proven record of cultivating high-performing teams with a culture-first mindset.
• Understanding of credit union philosophy, member-centric service models, and regulatory frameworks.
• Strategic thinking with hands-on leadership and servant leadership principles.
• Excellent communication and interpersonal abilities across diverse stakeholders.

Responsibilities

• Leads and manages branch operations, ensuring regulatory compliance and an exceptional member experience.
• Oversees branch managers, coaching to meet organizational goals and improve service quality.
• Monitors performance and drives training to increase member satisfaction and product adoption.
• Fosters a values-driven culture emphasizing teamwork, accountability, and continuous improvement.
• Develops leaders and an environment that empowers staff to serve members.

Skills

Executive leadership

Regulatory compliance

Strategic planning

Employee empowerment

Communication

Customer service culture

Education

Bachelor’s degree in Business/Finance/Leadership

Advanced degree preferred

Tools

EOS

Job description

Natco Credit Union in Richmond, IN is seeking a Director of Branch Services to lead the day-to-day retail and operational oversight of the branch network. The role focuses on service standards, performance objectives, and a culture of collaboration and employee empowerment to drive member delight.

The Director will translate the CEO’s strategic vision into actionable operational plans, mentor branch teams, and collaborate with HR and departments to enhance training, service quality, and