AVP Operations chez Capital Credit Union

Position Purpose

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” and plays a key strategic and leadership role in advancing the credit union’s operational excellence, member experience, and risk management. Reporting directly to the SVP of Operations, the AVP oversees Support Services, Deposit Operations, and Fraud/Card Services. This leader ensures operational integrity, drives innovation and efficiency, and partners cross-functionally to support the credit union’s strategic initiatives, growth, and long-term sustainability.

Essential Responsibilities

Strategic Leadership

• Partner with the SVP of Operations to shape and execute the credit union’s operational strategy in alignment with organizational goals.
• Lead continuous improvement initiatives to enhance member experience, streamline processes, and reduce operational risk.
• Provide thought leadership on emerging trends, technologies, and best practices in payments, fraud prevention, and operations.

Team Leadership & Development

• Directly manage three operational teams: Support Services, Deposit Operations, and Fraud/Card Services.
• Build, coach, and mentor high-performing leaders and staff, fostering a culture of accountability, innovation, and member focus.
• Establish clear performance goals, metrics, and professional development plans.

Operational Excellence

• Ensure effective oversight of deposit operations, including account maintenance, item processing, and compliance with applicable laws and regulations.
• Oversee fraud and card services to safeguard members’ assets, mitigate losses, and enhance fraud detection and prevention capabilities.
• Lead support services to deliver accurate, timely, and efficient back-office functions across the credit union.
• Implement process improvements and technology solutions to increase efficiency, scalability, and resilience.

Risk Management & Compliance

• Monitor and manage operational, compliance, and fraud-related risks within assigned areas.
• Ensure policies, procedures, and controls align with regulatory requirements and internal standards.
• Collaborate with Risk, Compliance, and IT teams to strengthen governance and safeguard organizational assets.

Collaboration & Influence

• Partner with department leaders to deliver seamless end-to-end member experiences.
• Serve as a trusted advisor and thought partner to the SVP of Operations and leadership team. 
• Collaborate with vendors and industry partners to optimize systems, services, and security.

Necessary Experience and Qualifications 

• Bachelor’s degree in Business, Finance, or related field required; advanced degree or professional certification (e.g., AAP, NCP, CCE, CSME, PMP, Lean Six Sigma) preferred.
• Minimum 5 years of progressive leadership experience in financial services operations; credit union or banking experience strongly preferred.
• Demonstrated success leading multiple operational functions and teams.
• Strong knowledge of deposit operations, fraud/card services, payments, and financial services regulations.
• Proven track record of strategic planning, process improvement, and change management.
• Exceptional leadership, communication, and interpersonal skills.
• Ability to navigate complex challenges, drive innovation, and inspire cross-functional collaboration.

Core Competencies

• Strategic Thinking & Execution
• Leadership & Talent Development
• Operational Excellence & Process Improvement
• Risk Management & Compliance Expertise
• Member-Centric Mindset
• Collaboration & Influence
• Innovation & Change Leadership

Work Environment and Physical Requirements

• Office environment with moderate level of noise
• Frequent use of telephone, copier, computer, fax machine and other office machines
• Prolonged sitting or standing
• Frequent mental and visual concentration
• Minimal lifting of up to 25 pounds

The above statements are intended to describe the general nature and level of the work being performed in this position.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.