VP, Operations

• Cincinnati, Ohio
• Columbus, Ohio

The Vice President (VP) of Operations leads and oversees Wright-Patt Credit Union’s (“WPCU’s”) Card Services, Payment Systems, Digital Solutions, Deposit Services, Print and Fulfillment, and Retail Cash Systems. The VP of Operations will play a critical role in driving operational excellence, enhancing member experience, developing partner-employees, and ensuring the efficient and effective delivery of services across these key areas. The VP will directly oversee a team of directors and collaborate with other senior leaders to execute on the organizations strategy and member experience activities to accomplish the credit unions mission and strategic imperatives. The VP will champion and model the behaviors that inspire others towards the credit union’s vision of being the best organization our member-owners have ever experienced and the best place our partner-employees have ever worked.

1)     Champions initiatives to enhance the member and partner-employee experience across all operational touchpoints; Implements best practices and innovative solutions to meet the evolving needs of our members and partner-employees; Addresses and resolves member and partner-employee issues and concerns in a timely and effective manner.

2)     Executes on WPCU’s strategic imperatives; Provides visionary leadership to drive innovation and continuous improvement in operational processes and controls. Collaborates with leadership to align operational goals and objectives with WPCU’s strategic imperatives.

3)     Provides executive direction, leadership, and oversight for the operational business units ensuring high levels of efficiency, accuracy, and member and partner-employee satisfaction.  

4)     Provides executive leadership and ongoing oversight of various operating budgets, staffing plans, goals establishment, and key performance indicators associated with WPCU’s operations; Focuses on critical outcomes associated with member impact – acquisition, retention, loyalty, feedback, and satisfaction measures.

5)     Collaborates regularly with leaders across all business units; Oversees vendor relationships related to their respective areas; Reviews and participates in the negotiation of vendor contracts; and assures vendors comply with regulations and achieve service level agreements.

6)     Ensures assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, and performing at a high level. This includes monitoring and reporting on business activity and amending strategies and plans as required by changing circumstances.

7)     Develops and prepares employees for advancement through training, coaching, mentoring, and feedback, with a focus on developing leadership skills; This includes formal succession planning for this role and other critical functions in areas of responsibility.

8)     Contributes as member of the senior management team, leads the operational risk team (ORT), attends key executive team meetings, and provides periodic updates to other senior executives as warranted or directed.

1)     Bachelor’s degree is required, preferably in business or a related field, with five (5) or more years’ experience in a senior level financial service position.

2)     At least seven (7) years of operations experience within a financial services organization.  

3)     At least ten (10) years of experience managing and leading people is required.

4)     Proven experience leading multiple, large business functions.

5)     Acute attention to detail and strong written skills are required.

6)     Solid analytical skills with proven financial acumen are required.  These skills must be applied to discern the viability of a strategic initiative, project, or product.

7)     Effective communication and presentation skills, with a positive persuasive manner capable of bringing others along, are required; Proven experience with Board-level interactions and presentations is desired.

8)     Capability to analyze complex situations and solve problems and/or design recommendations to accomplish business and tactical goals.

9)     Proficiency in developing sound and efficient operational processes.

10)  Computer proficiency with various Microsoft collaboration tools (including Word, Excel, PowerPoint, SharePoint, Microsoft TEAMS, and Outlook) is required.