VP - Member Operations

Premier America Credit Union; Chatsworth (GA); On-site; USD 150,000 - 185,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Vacation & holidays

401k match

Educational assistance

Job summary

Premier America Credit Union in Chatsworth, GA seeks a VP of Banking Operations to provide strategic oversight of member operations, compliance, and technology initiatives. The role leads multi‑function teams, sets controls, and drives process improvements for scalable, compliant service.

You will report to executives, guide budgeting and resource planning, and collaborate with IT, fraud, payments, and branches to elevate service quality and risk management.

Qualifications

• Bachelor's degree in Business, Finance, Operations Management, or a related field required; MBA or related master's degree preferred.
• 10+ years of progressive financial services operations leadership experience including compliance, risk management, and team leadership.
• 5+ years of senior management experience within banks or credit unions.
• Experience with operational analytics, KPIs, and performance management.
• Strong budgeting, forecasting, and resource management experience.

Responsibilities

• Own the operational lifecycle of member relationships, aligning processes, systems, controls, and service delivery to support compliant, scalable growth.
• Develop and maintain operational policies, procedures, and controls for consumer and business accounts.
• Ensure timely completion of tax, IRA, compliance, and escheatment reporting with documentation and controls.
• Establish and report operational KPIs for service, productivity, risk, process effectiveness, and strategic progress.
• Partner across business lines to resolve operational gaps and improve handoffs.
• Identify root causes and implement improvements that reduce risk and improve member and team experience.
• Lead workflow redesign, automation, control enhancements, and measurable improvements in service quality and efficiency.
• Monitor turnaround times, error and rework rates, escalations, and SLA performance.
• Ensure compliance with BSA, AML, OFAC, Fair Lending, Regulation E, GLBA, and banking or credit union requirements.
• Lead audits, risk assessments, corrective actions, and operational risk guidance.
• Set ownership, service standards, escalation paths, and performance reporting across operations.
• Lead operational transformation and technology initiatives to improve efficiency and service delivery.
• Resolve operational issues, support training, maintain procedures, and ensure consistent interpretation of requirements.
• Develop and manage operational budgets, forecasts, and resource allocation.
• Provide operational performance reporting to executive leadership.
• Maintain industry relationships to monitor regulatory changes and support timely implementation.

Skills

Executive communication

Leadership

Cross-functional collaboration

Process improvement

Budgeting

Forecasting

Regulatory knowledge

Operational analytics

Change management

Education

Bachelor's degree in Business, Finance, Operations Management, or related field

MBA or related master's degree preferred

Tools

Symitar

Salesforce

Microsoft 365

Teams

SharePoint

Excel

Tableau

BillPay

Jira

Job description

Description

Job Title: VP, Banking Operations – Chatsworth

Overview:

The VP, Banking Operations provides strategic oversight for member operations, operational support, technology initiatives, compliance, and process improvement to deliver efficient, compliant, and member-centered service.

The ideal candidate is a senior financial services operations leader with experience leading multi-function teams, strengthening controls, improving efficiency, and advancing organization-wide initiatives.

What You Will Do:

• Own the operational lifecycle of consumer and business member relationships, aligning processes, systems, controls, and service delivery to support compliant, scalable growth.
• Develop and maintain operational policies, procedures, and controls for consumer and business accounts.
• Ensure timely completion of tax, IRA, compliance, and escheatment reporting with appropriate documentation and controls.
• Establish and report operational KPIs for service, productivity, risk, process effectiveness, and strategic progress.
• Partner across business lines, Contact Center, Digital, IT, Fraud, Payments, Compliance, and branches to resolve operational gaps and improve handoffs.
• Identify root causes and service gaps, and implement improvements that reduce risk, strengthen controls, and improve member and team member experience.
• Lead workflow redesign, automation, control enhancements, and measurable improvements in service quality, cycle times, and efficiency.
• Monitor turnaround times, error and rework rates, escalations, complaints, SLA performance, and workflow adoption.
• Ensure compliance with applicable BSA, AML, OFAC, Fair Lending, Regulation E, GLBA, and banking or credit union requirements.
• Lead audits, risk assessments, corrective actions, and operational risk guidance.
• Set ownership, service standards, escalation paths, and performance reporting across operational functions.
• Lead operational transformation and technology initiatives that improve efficiency, quality, scalability, and service delivery.
• Resolve operational issues, support training, maintain procedures, and ensure consistent interpretation of requirements.
• Develop and manage operational budgets, forecasts, and resource allocation.
• Provide operational performance reporting and recommendations to executive leadership.
• Maintain industry relationships to monitor regulatory changes and support timely implementation. Lead top-down risk analysis, real-time control issue detection, escalation, root-cause analysis, and remediation.
• Provide operational risk guidance and analysis for new products, services, and initiatives.
• Demonstrate comprehensive knowledge of IRA requirements and individual and business account vesting and structures.

Requirements

What We Are Looking For:

Experience:

• Minimum 10 years of progressive financial services operations leadership experience, including operational performance, compliance, risk management, and team leadership.
• Minimum 5 years of senior management experience within banks or credit unions.
• Commercial or business banking and consumer or retail operations experience required, preferably in a bank or credit union.
• Proven experience leading enterprise-wide and cross-functional initiatives.
• Strong knowledge of banking/credit union regulatory requirements and compliance frameworks.
• Experience with operational analytics, KPIs, and performance management.
• Experience leading technology, automation, workflow redesign, and process improvement initiatives.
• Working knowledge of core, CRM, workflow, productivity, reporting, and collaboration platforms, including Symitar, Salesforce, Microsoft 365, Teams, SharePoint, Excel, Tableau, BillPay, Jira, or similar tools.
• Expertise in process improvement, service journey mapping, automation, change management, and performance-data analysis.
• Strong budgeting, forecasting, and resource management experience.
• Ability to develop and lead high-performing teams with accountability, engagement, succession strength, and continuous improvement.
• Excellent executive communication, leadership, and collaboration skills.
• Ability to manage multiple priorities within a fast-paced financial institution.

Education / Certifications / Licenses:

• Bachelor's degree in Business, Finance, Operations Management, or a related field required; MBA or related master's degree preferred.

Interpersonal Skills:

• Cultivating Trust Builds a safe, collaborative environment where diverse opinions are encouraged and relationships are strengthened. Communicates transparently and consistently, makes timely decisions, and recognizes others' contributions.
• Guiding and Developing Staff Provides meaningful feedback, regular guidance, and development opportunities aligned to individual needs and aspirations. Supports Individual Development. Plans, builds skills through delegation, and reinforces a positive onboarding and development experience.

Other Important Skills:

• Innovative Mindset Challenges the status quo, applies business acumen to informed risk-taking, learns from experience, and encourages diverse thinking and continuous improvement.
• Adaptability Responds effectively to change, demonstrates resilience, and learns quickly in ambiguous, complex environments.

Pay Grade Info:

The base pay range for this position is: $150k-$185k / annually

Perks Important to You:

Our Team Members enjoy the following rewards and benefits:

• Competitive pay
• Subsidized health care including medical, dental and vision
• FSA and HSA
• Company-Paid Life and A&D insurance
• Discounts on loans (must be a member)
• Paid Vacation, Holiday, and Sick time
• 401k Retirement Saving Plan with a 6% safe harbor employer match
• Educational Assistance Program and more!

Equal Opportunity Employer – Veterans / Disabled

Drug-free Workplace