Direct Federal Credit Union

Senior Vice President Operations

Direct Federal Credit Union • $130K — $180K *
Oak Ridge, TN 37830In-Person
Finance & Insurance
8 - 10 years of experience
Reposted Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 10+ years in leadership roles within financial services, particularly credit union or banking operations
  • Experience in leading multi-functional operations teams
  • Proven history of managing complex operational projects and system implementations
  • Bachelor's degree in Business, Finance, Operations Management, or similar; Master’s preferred
  • In-depth knowledge of financial institution operations and regulatory requirements

Responsibilities

  • Provide strategic leadership for credit union operations including payments, fraud management, and card services
  • Collaborate with executives to formulate and execute long-term strategies
  • Champion a member-centric culture across all operations
  • Ensure compliance with regulations like NCUA and CFPB
  • Lead operational risk management and business continuity planning
  • Manage key vendor relationships and oversee technology implementation
  • Facilitate employee development and performance accountability

Benefits

  • Hybrid work environment allowing 2-3 days in the office per week
  • Opportunities for professional development and leadership coaching
  • Supportive culture emphasizing innovation and service excellence
  • Direct impact on organizational growth and member satisfaction initiatives
Full 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


About Direct Federal Credit Union

Direct Federal Credit Union is a federally chartered credit union based in Needham, Massachusetts. It was founded in 1953 and has grown to serve over 25,000 members. The credit union offers a range of financial products and services, including checking and savings accounts, loans, mortgages, and credit cards. Direct Federal Credit Union is committed to providing its members with personalized service and competitive rates. The credit union is also actively involved in the local community, supporting a variety of charitable organizations and initiatives.
Learn more about Direct Federal Credit Union
Size
120 employees
Industry
Finance & Insurance
* Ladders Estimates

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