Role

The Chief Operating officer (COO) will report to the CEO and will have primary responsibility for the supervision of member services business units, including branch operations, Call Center, Card Services, Digital Experience, Facilities, and special projects, while promoting excellent customer service. The COO will be part of the executive team and will hold one of the key roles within AltaOne. The COO will be responsible for services to members as well as the support and development of operational staff across AltaOne branches, in compliance with the strategic plan and operational business goals. The COO will act within the policies as directed by the board, the governance and the rules of the Credit Union, the Credit Union Act 1997 (as amended) and within the ethos /philosophy with minimum possible risk to the business of the AltaOne.

Major Duties and Responsibilities

Serve as principal advisor to Ceo and board of Directors on all issues associated with operational strategies by providing overall direction and leadership in the management of the operations of AltaOne to ensure that the necessary targets set out in the strategy are achieved

Direct and monitor Branch Network, Contact Center and Branch operations, through subordinate managers, to ensure they meet and exceed organizational goals and objectives.

Oversee operations of the company. Directs the management teams of multiple core departments, including branch administration. Assesses workflow and structure to implement efficiencies with personnel, customer service and sales.

Implements a service and sales culture throughout the credit union to promote membership growth, product penetration and member satisfaction.

As a key part of the executive team, contribute to and champion the credit union's annual strategic plan, and monitor the plan performance throughout the year.

Establish policies that promote company culture and vision. Recommend and implement operating policies and objectives, or make changes in existing policies and objectives; ensures compliance with and implementation of approved policies and objectives.

Comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, Patriot Act, and the Office of Foreign Assets Control.

Develops, proposes, and implements deposit program strategy and policy; leads activity related to new product development with respect to deposit programs and ancillary products. Encourage and support initiatives that will constantly improve services to members

Promotes member service, advice & advocacy and community involvement, as well as engaging and developing the member-facing team.

Overall responsibility for resolving member complaints and inquiries.

Knowledge and Skills

Experience

Working knowledge of data analysis and performance/operation metrics Ten plus years' experience in the administration of financial institution operations, branch management Excellent critical thinking skills Excellent communication and problem solving skills

Education/Certifications/Licenses

BSc/BA in Business Administration or relevant field; MSc/MBA is a plus

Interpersonal Skills

The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental And/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

AltaOne Federal Credit Union

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