Market Operations Lead

POSITION SUMMARY

The Market Operations Lead ensures operational excellence, compliance, and adherence to all policies and procedures across the branches in an assigned market. This role is responsible for monitoring daily operational practices, supporting branch leaders in preparing for internal and regulatory audits, and driving consistency in execution of operational standards. Acting as a subject-matter expert in branch operations and compliance, the Market Operations Lead works closely with Branch Managers, the AVP of Member Experience + Growth, and internal audit teams to maintain exceptional audit results, minimize operational risk, and ensure the highest standards of member service through accurate and compliant processes.

POSITION RESPONSIBILITIES

Operational Compliance & Risk Management

• Conduct regular reviews of branch operational processes to ensure compliance with credit union policies, procedures, and applicable laws and regulations (e.g., NCUA, BSA/AML, OFAC, Reg CC, Reg E).
• Identify operational gaps, risks, or policy deviations and partner with branch leadership to implement corrective actions.
• Monitor cash-handling, vault, ATM, and security controls to ensure accuracy and adherence to policy.

Audit Preparedness

• Coordinate and conduct pre-audit readiness checks for branches in assigned market.
• Support branches in compiling documentation, reports, and evidence needed for internal and external audits.
• Partner with internal audit, compliance, and risk teams to address findings and ensure timely resolution.
• Track audit results and identify market-wide trends or areas for improvement.

Training & Coaching

• Provide on-the-job training and refresher courses for branch staff on operational procedures, compliance standards, and policy updates.
• Coach staff and leaders on audit best practices, record-keeping, and risk mitigation.
• Assist in onboarding new branch team members with operational and compliance training.

Process Improvement

• Recommend, collaborate on, and help implement consistent operational process enhancements to improve efficiency, accuracy, and compliance.
• Share best practices across the market to create consistency in member service and operational execution.
• Collaborate with retail leadership to evaluate new operational tools, systems, or procedures.

Cross-Functional Collaboration

• Work closely with AVPs, Branch Managers, and support departments to align operational execution with enterprise standards.
• Partner with other Market Operations Leads to ensure consistency across all markets.

EDUCATION AND EXPERIENCE

• Associate's degree in business, finance, or related field required; Bachelor's degree preferred.
• Three years of experience in retail banking operations, branch support, or compliance-related role.
• A combination of education, training, and experience may be considered.
• Must have a valid driver's license and reliable transportation for regional travel.

KEY COMPETENCIES

• Strong understanding of operational controls, branch procedures, and regulatory requirements.
• Experience coaching or training others in operational and compliance processes.
• Excellent attention to detail and organizational skills.
• Strong problem-solving and analytical skills; ability to identify root causes and recommend solutions.
• Effective communication and coaching skills, with the ability to work across multiple branch teams.
• Ability to manage multiple priorities and travel regularly within the assigned market.
• Proficiency in Microsoft Office and familiarity with core banking systems.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office, the noise level in the work environment is usually quiet to moderate.
• Physical Requirements: Ability to sit or stand at a desk the majority of the day; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard, and phone. May occasionally reach with hands and arms; stoop, kneel, and crouch.

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively