Director of Operations

Description

Position Summary

  The Director of Operations is one who can lead, engage, and develop people; one who can inspire people to perform at their best. This individual must possess a spirit of optimism, hold self and others accountable to service and performance goals, and value both results and relationships. This position will report directly to the President and CEO and shall have oversight responsibility for leading and optimizing Credit Union of Atlanta’s operational functions, including lending (consumer, real estate, and commercial), collections, contact center, branch operations, BSA/Compliance, security, systems infrastructure, and delivery channels. This role ensures exceptional service delivery, operational excellence, and regulatory compliance while driving strategic growth and innovation.

Requirements

Essential Functions and Responsibilities

Key Responsibilities

  · Lead, build, coach, and develop a management team.

· Hold all staff accountable to meeting performance and service goals. 

· Serve as a member of the Senior Management Team, contributing to strategic planning and execution.

· Oversee lending, collections, contact center, ATM/shared branch operations, BSA/Compliance, and retail branches.

· Ensure asset quality and loan portfolio performance; support product development and ROI analysis.

· Lead and coach managers and staff to meet performance and service goals.

· Manage vendor relationships, facilities, and security operations.

· Ensure compliance with BSA/AML, OFAC, and other regulatory requirements.

· Develop and monitor budgets, operational KPIs, and divisional P&L.

· Collaborate with Marketing on strategic initiatives and community engagement.

· Drive process improvement, cross-functional integration, and service innovation.

· Represent the credit union in regulatory, community, and industry settings.

Leadership & Strategy

· Uphold Credit Union of Atlanta’s vision of being “a beacon of excellence” internally (across all operational functions) and externally (in the community). 

· Define and communicate a clear vision aligned with multi-channel member access strategies.

· Build high-performing teams through coaching, mentoring, and career development.

· Promote a culture of accountability, cross-selling, and member service excellence.

· Analyze market trends and internal data to refine strategy and improve competitiveness.

  Qualifications

· Bachelor’s degree in business, finance, or related field required.

· Minimum 5 years of financial services experience, including retail operations.

· At least 5 years in a senior management role preferred.

· Strong knowledge of lending, collections, and operational compliance.

· Proven ability to lead change, manage performance, and drive results.

Skills & Competencies

· Strategic planning, project management, and analytical skills.

· Strong communication, interpersonal, and presentation abilities.

· Proficiency in Microsoft Office Suite.

· Ability to manage multiple priorities in a fast-paced environment.

· High integrity, professionalism, and confidentiality.

Physical Requirements

· Ability to sit for extended periods and use a computer.

· Occasional standing, walking, lifting (up to 10 lbs), and travel.