Love what you do.

TITLE: Chief Operating Officer (COO)

REPORTS TO: Chief Executive Officer (CEO)

Are you driven by systems, accountability, and operational excellence? Do you thrive in leading high-performing teams and fostering a people-centered culture? Are you inspired by strategy, debate, and transformative service delivery?

If you answered yes, we invite you to consider joining our team. Our credit union is seeking an exceptional individual to serve as Chief Operating Officer (COO). Reporting directly to the Chief Executive Officer, the COO will play a critical role on our executive leadership team, leading the operational and lending arms of our institution with energy, precision, and purpose.

The COO will be the “how” behind our “why,” creating the infrastructure, systems, and leadership required to fuel our mission and deliver an extraordinary member experience. We are seeking a lifelong learner, passionate about continuous improvement and committed to developing themselves and their teams.

The Chief Operating Officer is responsible for leading and managing all front-end operations and lending functions. This includes oversight of branch operations, lending services, and collections, ensuring systems and services are aligned with strategic priorities and deliver a high-quality, consistent member experience.

Key Responsibilities:

1. Lead and develop departmental leaders in frontline operations and lending, aligning efforts with strategic goals and inspiring team performance.
2. Collaborate with the CEO and executive team to evaluate industry trends, develop innovative products/services, and assess organizational performance.
3. Establish and improve operational and lending policies, systems, and procedures to ensure regulatory compliance, operational efficiency, and member service excellence.
4. Oversee daily operations of branches, lending, and account services, maintaining a consistent, high-quality member experience across all channels.
5. Directly oversee frontline services, lending, and collections, ensuring cross-functional collaboration and accountability.
6. Support new product development and assist in feasibility analysis for strategic initiatives.
7. Identify and mitigate operational and lending risks; advise the CEO on needed procedural adjustments.
8. Collaborate with HR to attract, develop, and retain top talent; oversee performance management through coaching and development planning.
9. Prepare monthly Board reports and actively participate in ALCO and executive meetings.
10. Analyze service, lending, and collections infrastructure to support strategic decision-making.
11. Develop and manage departmental budgets in alignment with organizational goals.
12. Manage vendor relationships and oversee effective use of technology supporting operations and member engagement.
13. Supervise collections and loan servicing to enhance profitability, minimize delinquencies, and uphold service standards.
14. Monitor lending performance metrics (e.g., loan volume, cross-sales, insurance/GAP/MRC) and ensure achievement of goals.
15. Ensure readiness and compliance in the rollout of new loan products and services.
16. Foster collaboration and accountability through regular leadership meetings, training, and performance tracking.
17. Serve as a senior contact for complex member situations, providing solutions and support, and resolving escalations.
18. Stay informed of industry developments and regulatory changes, ensuring continued competitiveness and compliance.

Who We Are:

We are a fast-growing, community-focused credit union committed to delivering a high-touch, personalized member experience. We thrive on innovation, meaningful service, and the belief that our people are our greatest asset. If you’re a problem solver with vision, passion, and the ability to lead through growth and complexity, we want to hear from you. We hire, promote, and lead according to our values. We expect you will too.

• Primary Value: SERVE
• Practice open, honest communication
• Assume positive intent and give the benefit of the doubt
• Acknowledge mistakes and learn from them
• Engage in productive debate
• Fully commit
• Hold ourselves and others accountable
• Remove barriers
• Deliver measurable results

Required Qualifications:

• Embodies and models all core values
• Builds and sustains a culture that people want to be part of
• Provides clear, constructive feedback
• Uses root cause analysis (“ask why five times”)
• Acts with urgency and accountability
• Makes data-driven decisions
• Demonstrates strong strategic planning and execution abilities
• Possesses excellent analytical, decision-making, and problem-solving skills
• Committed to personal and professional growth
• Minimum 3 years of credit union operations leadership
• Minimum 3 years of team management experience
• Minimum 3 years of project management experience
• Proficiency in managing team workflows and resource allocation
• Exceptionally organized, detail-oriented, and proactive
• Skilled in systems development, SOP creation, and KPI measurement
• Strong interpersonal and collaborative skills

Why Employees Love Our Credit Union:

• Competitive compensation- Starting at $95,000
• Paid training, events, and conferences
• Generous Paid Time Off
• Free dental and vision coverage
• Free Long-Term Disability Insurance
• Free Life Insurance
• 401(k) with 6% employer match
• Partial health insurance coverage
• Birthday holiday
• Employee loan rate discount
• Annual and holiday performance bonuses

PI Assessment Link:

If interested in applying, please complete the PI link to move forward with the hiring process.

https://assessment.predictiveindex.com/bo/3hL/ChiefOperatingOfficer_Jun2025_141857

Next Steps:

Once PI is complete, please submit your cover letter and resume to our HR Director at hr@goodneighborscu.com.