Job Description

The SVP Operations is responsible for driving operational excellence across ORNL Federal Credit Union. This role oversees day‑to‑day operational functions, ensures compliance with regulatory requirements, enhances member experience, and leads strategic initiatives that support organizational growth, efficiency, and service delivery. The SVP Operations partners closely with senior leaders to execute the credit union's strategic plan.

Essential Functions & Responsibilities:

• Operational Leadership: Provides strategic and operational leadership for core credit union operations, including deposit operations, payments, fraud, security, card services, and back‑office functions. Develops and implements operational policies, procedures, and service standards to ensure consistent, efficient, and high‑quality employee and member service. Monitors operational performance metrics, identifying trends and opportunities for improvement. Leads initiatives to streamline workflows, reduce friction for employees and members, and improve turnaround times.
• Strategic Planning & Execution: Collaborates with executive leadership to formulate and execute long‑range strategies aligned with the credit union’s goals. Oversees large‑scale operational projects, including process modernization, system conversions, and digital transformation initiatives. Evaluates emerging trends in financial services to recommend operational enhancements and competitive opportunities.
• Member Experience: Champions a service culture across all operational units. Ensures operations deliver an exceptional, consistent, and accessible experience across all channels. Implements feedback loops and service‑quality programs to measure and improve member satisfaction.
• Risk Management, Compliance & Controls: Ensures operational compliance with NCUA, CFPB, BSA/AML, and all applicable federal and state regulations. Maintains strong operational risk management practices, including business continuity planning, internal controls, and audit readiness. Partners with Compliance, Risk, and Internal Audit to identify and resolve issues proactively.
• People Leadership: Provides strong leadership, coaching, and development for operational leaders and teams. Builds a high‑performance culture emphasizing accountability, service excellence, innovation, and teamwork.
• Vendor & Technology Management: Oversees relationships with key operational vendors, including core processing, card networks, and payments partners. Partners with IT to ensure operational technology supports scalability, security, and efficiency. Supports the evaluation and implementation of new platforms, automation tools, and digital solutions.
• Performs other job-related duties as assigned.

Work Experience:

• Ten or more years of progressively responsible leadership experience in financial services, with significant experience in credit union or bank operations is required.
• Proven track record leading multi-functional operations teams is required.
• Experience managing complex operational projects and system implementations is required.

Education

• Bachelors degree in Business, Finance, Operations Management, or in a related field is required. Masters degree is preferred.

Other skills required:

• Deep knowledge of financial institution operations, regulations, and processes
• Strong strategic thinking, analytical, and problem‑solving skills
• Exceptional leadership, communication, and team‑building abilities
• Ability to manage multiple priorities and drive change in a fast‑moving environment
• Demonstrated commitment to exceptional member service and operational excellence