Retail Operations Coach

At OnPath Credit Union, we share a passion for delivering exceptional service.

Your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them achieve financial success.

If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you!

Voted twelve years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer:

• Competitive Compensation
• Impressive Benefits Package including Medical, Dental, Life Insurance, and 401(K) Plan
• Paid Vacation, Wellness, Sick Time, and more!

We are looking for a Retail Operations Coach to join our team! The salary range for this position is $58,920.89 to 73,651.12 based on skills and experience. This position is classified as On-site.

As a dedicated member of the OnPath team, the Retail Operations Coach is responsible for training and operational development across all retail channels. They will assess branch operations, evaluate procedural adherence, and provide hands-on coaching to support consistent, compliant, and efficient branch performance. This role serves as a bridge between training and operations - identifying gaps in process execution, developing solutions, and ensuring teams are equipped to deliver an exceptional member experience.

The Retail Operations Coach applies adult learning principles to design and deliver training that connects to the real challenges branch staff face every day.

This is a player/coach role. 70% of time is spent on coaching, training, auditing, and operational development activities. The remaining 30% involves active participation in frontline branch operations - performing member-facing responsibilities to support staffing continuity, service quality, or operational initiatives. This balance may shift based on organizational need.

Travel requirement:
This position requires consistent multi-branch travel across the greater New Orleans metro area. Same-day trips between branch locations are a regular and expected part of this role.

The Retail Operations Coach will own operational onboarding and continuing education for retail team members, with a focus on branch procedures, regulatory compliance, and operational efficiency. They will conduct branch visits to observe, coach, and audit operational practices, and will partner with branch managers and regional leadership to implement improvements. The coach applies adult learning principles to ensure that training is relevant, experience-based, and immediately applicable.

Initiative and sound judgment are required in the absence of specific direction from management.

• Responsible for learning, coaching, and presenting operational procedures, policies, and compliance standards to new and existing employees.
• Provides on-the-spot coaching, training, and support to employees at each branch location. Goes to branches to audit the progress of new and existing team members.
• Audits branches to monitor operational adherence and determine additional training or process improvement needs.
• Responsible for training new hire employees throughout their first 90 days, including scheduling training branches and classroom sessions.
• Makes recommendations for improving operational procedures and workflows; independently develops and implements solutions within scope of authority.
• Ensures compliance with regulatory requirements and internal policies across all branch locations.
• Partners with branch managers and regional leadership to develop and implement operational improvement strategies.
• Monitors and analyzes branch performance metrics; exercises independent judgment to identify root causes and recommend solutions.
• Applies adult learning theory to design training that is relevant, experience-based, and immediately applicable to branch work.
• Temporarily performs frontline responsibilities when needed to support staffing, service continuity, or operational initiatives.
• Holds self and others accountable for professional and ethical behavior as defined by OnPath Federal Credit Union's mission, culture, and values.
• Communicates with clarity and direction; provides frequent exchange of direct, consistent, constructive feedback. Resolves conflict, recommends solutions, and monitors progress.
• Maintains positive relationships, shares credit for accomplishments, celebrates success of others, and takes responsibility for mistakes.
• Adopts the culture of OnPath, which is built around our vision to improve quality of life through financial empowerment.
• Responsible for learning, coaching, and presenting changes in policies, procedures, regulations, and technologies to new and existing employees.
• Monitors branch performance metrics related to operational efficiency and service quality; recommends and implements solutions to address gaps.
• Ensures branches consistently…