VP of Operations

Role:
By emphasizing ONE Park, ONE mission, ONE team, the VP of Operations impacts organizational success by directing key operational functions that support member service, risk management, compliance, and internal
operational effectiveness. This role provides strategic oversight for card services, payment services, deposit operations, lending operations, and digital products, ensuring these areas are aligned with credit union objectives, regulatory expectations, service standards, and organizational priorities.

The VP of Operations is responsible for implementing strategies, improving processes, strengthening vendor and internal partner relationships, and ensuring operational teams deliver accurate, timely, compliant, and efficient support across assigned areas. This role also provides leadership for loan operations and servicing functions, including post-origination support, loan system administration, process consistency, and ongoing operational improvements across lending delivery channels.

Essential Functions & Responsibilities:

• Oversee the operations of payment services, card services, deposit operations, digital products, and lending operations. Responsibilities include ensuring regulatory adherence, monitoring and analyzing operational trends, reviewing processes for accuracy and timeliness, identifying opportunities for efficiency, and keeping management informed of key issues or changing trends. Provide recommendations that support organizational goals, improve the member and internal partner experience, strengthen operational controls, mitigate risk, maintain effective vendor relationships, and ensure operational and financial resources are aligned to support current and future business needs. Develop and manage departmental budgets, monitor expenses, and ensure organizational objectives are achieved within approved budget parameters. Establish and monitor key operational performance indicators, service standards, staffing needs, and resource allocation to ensure departments achieve strategic and operational objectives.
• Provide leadership and oversight for lending operations, including loan processing, underwriting support functions, servicing, post-origination support, loan administration systems, documentation processes, and operational service delivery. Monitor operational performance, productivity, quality, and compliance to ensure efficient and consistent member experiences across all lending channels. Partner with lending leadership and cross-functional teams to support loan quality, operational efficiency, member retention, and implementation of lending-related initiatives.
• Serve as lead or operational partner on projects related to assigned areas of oversight, including new products, product enhancements, system improvements, vendor implementations, process changes, efficiency initiatives, and risk mitigation efforts. Identify and implement operational improvements that streamline workflows, improve member and employee experiences, enhance scalability, and reduce operational risk. Participate in planning; coordinate testing, training, documentation, implementation, and evaluation; and provide final approval on projects owned by the department.
• Stay abreast of laws, regulations, industry trends, and emerging operational risks that affect assigned areas of oversight. Promote a strong culture of compliance and operational risk management by ensuring effective controls, monitoring practices, and remediation efforts are in place. Serve on assigned committees and task forces as designated and ensure implementation of approved initiatives and objectives.
• Hire, direct, coach, and develop employees and managers responsible for assigned operational areas. Provide ongoing feedback, complete performance reviews within required timeframes, support leadership development, and address performance or conduct concerns according to credit union policy and expectations.
• Perform other duties as assigned.

Performance Measurements:
1. To be an ambassador of Park's culture supporting the credit union's mission to build thriving communities together ensuring words and actions align with the Park VIBE that defines our Core Values: Vibrant Connections Inclusive Excellence Bold Compassion Endless Empowerment
2. To provide friendly, professional and accurate service and support to all members and coworkers.
3. To ensure assigned operational areas effectively support organizational goals through accurate processing, timely completion of work, strong internal controls, and consistent service delivery.
4. To provide effective oversight of payment services, card services, deposit operations, and lending operations, ensuring processes are efficient, compliant, well-documented, and aligned with credit union policies and regulatory requirements.
5. To ensure loan operations and servicing functions support a consistent post-origination member experience, maintain loan quality, and comply with applicable lending policies, procedures, laws, and regulations.
6. To keep management informed regarding key operating issues, service concerns, compliance risks, staffing needs, process gaps, system issues, and trends affecting assigned departments or operations.
7. To follow the credit union's Bank Secrecy Act and anti-money laundering policies and procedures, including running OFAC searches, completing investigative reports of suspicious activity and currency transaction reports timely and without error.
8. To maintain a professional work environment, promote teamwork, and build respect among coworkers.
9. To follow all security policies and procedures and report discrepancies or suspicious activity to manager immediately.

Knowledge and Skills:
Experience Minimum five years of similar or related experience.
Education (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).
Interpersonal Skills Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other Skills

1. Strong knowledge of deposit operations, payment services, card services, and lending operations, including applicable regulations, operational controls, and industry best practices.

2. Demonstrated ability to analyze operational data, identify trends, solve complex problems, and implement process improvements that enhance service, efficiency, accuracy, and risk management.

3. Ability to lead multiple departments simultaneously, establish priorities, manage competing demands, and execute organizational initiatives while maintaining operational effectiveness.

4. Strong vendor management, project management, and relationship-building skills with the ability to collaborate effectively across departments and with external business partners.

5. Excellent written and verbal communication skills with the ability to effectively coach employees, present information, develop procedures, and communicate operational changes to diverse audiences.

Physical Requirements

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. While performing the essential duties of this position, the employee is regularly exposed to a general office environment and interaction with customers.

PHYSICAL DEMANDS The physical demands described here are representative of those required to successfully perform the essential functions of this position, but do not necessarily constitute an exhaustive list of all essential functions. To the extent required by any applicable law, reasonable accommodations will be made to enable qualified individuals with disabilities to perform essential functions where this can be done without posing a direct threat to self or others. While performing the essential duties of this position, the employee frequently must sit, stand, and walk short distances. The employee frequently uses hands and fingers to count currency and handle, manipulate, and feel objects, documents, and office tools and equipment. Reads, writes, listens, speaks, and uses personal computers, copiers, telephones, and other office equipment and software throughout the work day. The employee is occasionally required to stoop, bend, squat, and reach overhead with hands and arms. Occasionally pushing and pulling of office furniture and other objects. The employee may occasionally lift and/or move up to 15 pounds and on occasion lift and/or move up to 25 pounds.

Pay Range: $176,063.76 - $181,509.03 per year