Retail Operations Manager

Sikorsky Credit Union; Stratford (CT); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Paid time off

Medical/dental insurance

401(k) with company match

Tuition reimbursement

Job summary

Sikorsky Credit Union is seeking a Retail Operations Manager to lead and optimize the performance of its branch network, ensuring service excellence, compliance, and strong internal controls.

You will partner with Branch Managers, manage daily operations, monitor metrics, and coordinate with vendors to support smooth, secure member experiences. A strong banking background and leadership are essential.

Qualifications

• Minimum of 5 years in retail banking or credit union operations.
• Knowledge of federal/state banking laws and compliance.
• Strong analytical, sales, and communication skills.
• Ability to obtain mortgage originator registration and notary status within 120 days.

Responsibilities

• Lead day-to-day operations across branch locations.
• Enforce branch procedures, policies, and service standards.
• Partner with Branch Managers to boost efficiency and member service.
• Serve as operational resource for managers and staff.
• Ensure compliance with internal controls, security, and regulations.
• Monitor regulatory compliance (BSA/AML, OFAC, Bank Secrecy Act).
• Review exceptions, losses, and security events; coordinate vendor relations.
• Recommend policy improvements to reduce operational risk and improve workflows.
• Support workforce planning and staffing optimization.

Skills

Sales skills

Communication

Problem solving

Analytical skills

Organizational skills

MS Office

Banking software familiarity

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Office (Word, Excel)

Banking software

Lending software

Job description

Why Join the Sikorsky Credit Union Team?

Sikorsky Credit Union has been named the #1 Credit Union in Connecticut for 7 years in a row. We are one of the largest credit unions in the state, with over $1 billion in assets, and we continue to grow!

If you are passionate about helping people achieve their financial goals and want to make a difference in the local community, we want to hear from you! We are looking for talented people to help us improve the banking experience for our valued members.

Working at Sikorsky Credit Union has its benefits. You’ll enjoy an awesome work-life balance, competitive pay, and an excellent benefits package that includes paid-time off, medical/dental, 401K plan with company match, tuition reimbursement and more! Please check out the details below to learn more about this position.

General Summary

The Retail Operations Manager is responsible for the operational leadership, administration, and performance optimization of the Credit Union's retail branch network. This role ensures consistent execution of operational standards, regulatory compliance, service excellence, risk management, and process efficiency across all branch locations. The individual will develop and implement operational procedures, monitor branch performance metrics, oversee operational audits, and ensure compliance with all applicable federal and state regulations while promoting a culture focused on member service, employee development, and continuous improvement.

Key Essential Responsibilities

• Manage and oversee day-to-day operational activities across the Credit Union's branch locations.
• Ensure consistent execution of branch operating procedures, policies, and service standards.
• Partner with Branch Managers to identify opportunities to improve operational efficiency and member service delivery.
• Serve as the primary operational resource for Branch Managers and frontline staff.
• Ensure adherence to all internal controls, security procedures, and operational policies.
• Monitor branch compliance with federal and state regulations, including BSA/AML, OFAC, Bank Secrecy Act requirements, and consumer protection regulations.
• Review branch operational exceptions, losses, fraud incidents, and security events.
• Act as primary liaison for external vendors such as ATM servicing, Armored Cash Delivery, Debit Card Printers, etc. Research and recommend new vendors as necessary.
• Recommend enhancements to policies and procedures to mitigate operational risk.
• Identify opportunities to streamline workflows and improve productivity.
• Support workforce planning and staffing optimization initiatives.
• Ensures adherence to company policies and procedures and banking/credit union regulations. Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
• Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management, and vendors. Demonstrates the Credit Union’s core values of Service, Teamwork, Integrity, and Responsibility.
• Performs additional duties as required.

Essential Skills, Knowledge and Requirements

• High school diploma or equivalent. Bachelor’s degree strongly preferred. Will consider experience in lieu of degree.
• Minimum of 5 years of relevant experience in retail banking or in a credit union.
• Strong knowledge of federal and state banking laws, regulations, and compliance as well as extensive knowledge of banking and lending products and services.
• Outstanding sales, problem solving and communication skills with the ability to prioritize and multitask. Strong analytical and organizational skills.
• Ability to successfully complete the registration process as a mortgage loan originator (MLO) with the Nationwide Mortgage Licensing System and Registry (NMLS). Must have the ability to obtain a notary public designation and signature guarantee within 120 days of hire date.
• Must be available to work evenings and on weekends, as well as alarm calls and ATM servicing. Ability to travel up to 80%.
• Proficiency in Microsoft Office, specifically Word and Excel. Familiarity with banking and lending software.

Sikorsky Credit Union is an equal opportunity employer that is proud of its commitment to diversity and inclusion. Therefore, we welcome applicants from all communities, including age, color, ethnicity, familial or marital status, gender identity or expression, language, national origin, physical or mental disability, military or veteran status, race, religion, sexual orientation, and socioeconomic background.