Director, Retail Administration en Municipal Credit Union

About MCU: 

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:

To help hard-working New Yorkers build better tomorrows

Our Vision:

Be New York's most loved financial institution by helping our members build their best financial futures

Overview: The Director of Retail Administration is responsible for leading and optimizing the operational, service, and compliance performance of the retail branch network, Contact Center, and ATM Operations. This role ensures alignment with organizational strategy, drives member experience excellence, and fosters a culture of accountability and continuous improvement across all these channels. The Director will partner closely with senior leadership, managers, and cross-functional teams to deliver on strategic goals and ensure member experience and operational consistency, along with regulatory compliance.

Key Responsibilities:

• Strategic Leadership & Planning

• Develop and implement retail focused strategies aligned with corporate objectives, focusing on service excellence, operational efficiency, and revenue growth.
• Set and monitor performance metrics across branches, contact center, and ATM operations to ensure achievement of service, sales, and compliance goals.
• Lead annual budgeting and forecasting for retail and ATM operations, including fixed and variable cost planning.

• Operational Oversight

• Oversee daily operations of the member experience and operations teams, ensuring adherence to policies, procedures, and regulatory standards.
• Drive operational initiatives that enhance productivity, reduce risk, and improve the member experience.
• Ensure consistent execution of retail processes and service delivery across all channels.
• Oversee daily operations of the ATM delivery team, ensuring adherence to policies, procedures, and regulatory standards

• People Management & Development

• Lead, coach, and develop a team of Member Experience & Operations Specialists and the ATM Operations Manager.
• Foster a high-performance culture through mentoring, performance evaluations, and succession planning.
• Collaborate with HR and Learning & Development to design and implement training programs that support staff growth and service excellence.

• Compliance & Risk Management

• Maintain up-to-date knowledge of regulatory requirements (e.g., BSA, CIP, USA PATRIOT Act, OFAC, ATM).
• Ensure all retail and ATM operations comply with internal audit, security, and risk management standards.
• Partner with Compliance and Risk teams to proactively address issues and implement corrective actions.

• Cross-Functional Collaboration

• Serve as a key liaison between Retail, ATM, Member Engagement, Operations, and other departments.
• Represent Retail Administration in enterprise-wide initiatives, pilots, and technology rollouts.
• Build strong relationships with internal stakeholders and external vendors to support strategic initiatives.

Requirements:

• Bachelor’s degree in Business Administration, Finance, or related field (Master’s preferred).
• Minimum 10 years of progressive leadership experience in retail banking or financial services.
• Proven track record of managing multi-site operations and leading large teams.
• Strong knowledge of banking regulations, compliance, and risk management.
• Exceptional leadership, communication, and strategic planning skills.

Competencies:

• Strategic thinker with a track record of innovation and results.

• Skilled in managing effective teams that default to action and accountability.
• Proven ability to build relationships across all levels of the organization.
• Committed to developing others and fostering inclusive, high-performing teams.
• Effective communicator and facilitator of change

Why you'll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

What we can offer you:

Competitive compensation, medical and dental benefits.

401K with employer match

Flexible paid time off

Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including, but not limited to knowledge, skills and abilities, as well as geographic location. Incentives and/or benefits packages may vary depending on the position.

Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.