Retail Operations Specialist

Company Description

By working at Harvard University, you join a vibrant community that advances Harvard’s world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Harvard University’s Central Administration (CADM) is a 5,000+ employee organization that supports the university’s overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals.

At Harvard FCU, we believe a brighter world is possible, and that together, we can all help create it. That’s why, since 1939, we’ve helped our members build a strong financial future so they can make an impact in life, wherever it may lead. From students to professionals, from in-branch to online, from new beginnings to lifetime milestones, from Harvard Square to around the world, we deliver the accessible financial tools and resources everyone, everywhere needs to thrive.

By coming together to serve, equip, and empower people to make a positive impact in their lives and communities, we’re helping build a more prosperous world for all. Join us! Harvard FCU: (Use the "Apply for this Job" box below)./

The Retail Operations Specialist is responsible for driving operational consistency, strengthening controls, and supporting frontline execution across all Harvard FCU branches. This position conducts branch audits, reinforces policies through coaching and training, and partners with cross-functional teams to ensure procedures are clear, aligned, and effective in the branch environment. This role plays a critical part in identifying process gaps, reducing operational risk, improving staff performance through targeted coaching, and ensuring compliance with established standards.

The Retail Operations Specialist also supports incentive validation and participates in cross department collaboration and projects that enhance retail operations.

• Conduct planned and surprise branch audits to ensure consistency in processes, controls, and documentation
• Identify operational gaps, risks, and inconsistencies; document findings and track corrective actions to completion
• Provide real-time coaching to branch staff (MSRs, Leads, ABMs, and BMs) to reinforce policies and improve performance
• Develop and deliver training, job aids, checklists, and branch-ready procedures
• Support rollout of new processes and ensure consistent adoption across branches
• Partner with Compliance, Operations, Training, IT, and other teams to align branch‑impacting changes
• Identify process improvement opportunities and recommend practical solutions
• Validate and support retail incentive reporting, tracking, and payout processes
• Serve as a resource for branch teams on workflow questions and operational clarification
• Provide occasional in‑branch support or coverage as needed
• Participate in cross‑functional projects impacting retail operations

• 3+ years of experience in retail banking or credit union branch operations
• High School Diploma or Equivalent

• Experience conducting branch audits or operational reviews
• Experience in compliance, control testing, or quality assurance
• Experience creating training materials, job aids, and process documentation
• Experience with reporting, data validation, or incentive tracking
• Strong ability to coach staff and reinforce operational standards
• Excellent attention to detail with strong follow‑through
• Effective written and verbal communication skills
• Proficiency in Microsoft 365 (Outlook, Excel, Word, Teams)

• Strong operational discipline and accountability
• Coaching and development mindset
• Process improvement and problem‑solving skills
• Ability to influence and build relationships across teams
• Strong organizational and prioritization skills
• High level of professionalism and…