VP - Member Operations

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

Benefits offered by this job

Competitive pay

Subsidized health care

Job summary

Premier America Credit Union is seeking a VP, Member Operations in Chatsworth to oversee member operations, technology initiatives, compliance, and process improvements. You will drive policy development, KPI reporting, and cross-functional collaboration across Contact Center, IT, Compliance, and branches.

The role demands a senior leader with extensive experience in financial services operations, risk management, and process optimization, delivering scalable, compliant member service.

Qualifications

• Minimum 10 years of progressive financial services operations leadership experience.
• Minimum 5 years of senior management experience within banks or credit unions.
• Experience leading enterprise-wide cross-functional initiatives.
• Strong knowledge of banking/credit union regulatory requirements and compliance frameworks.

Responsibilities

• Own the operational lifecycle of member relationships, aligning processes, systems, controls, and service delivery.
• Develop and maintain operational policies, procedures, and controls.
• Ensure timely tax, IRA, compliance, and escheatment reporting with proper controls.
• Establish and report operational KPIs for service, productivity, risk, and progress.
• Lead workflow redesign, automation, and performance improvements in service and efficiency.
• Monitor turnaround times, error rates, escalations, and SLA performance.

Skills

Operations leadership

Compliance knowledge

Staff development

Executive communication

Cross-functional collaboration

Process improvement

Budgeting

Analytics

Risk management

Project management

Education

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

Tools

Symitar

Salesforce

Microsoft 365

Teams

SharePoint

Excel

Tableau

BillPay

Jira

Job description

Job Title

VP, Member Operations – Chatsworth

Overview

The VP, Member 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