Chief Operating Officer; COO

Title:

Chief Operating Officer

Reports To:

President/CEOFLSA:
ExemptSUMMARYThe Chief Operating Officer (COO) is responsible for leading the credit union's daily operations and executing strategies that support organizational growth, operational excellence, financial performance, regulatory compliance, and an exceptional member experience. As a member of the Executive Leadership Team, the COO provides leadership for multiple operational departments, drives process improvements, and ensures the efficient delivery of products and services in alignment with the credit union's strategic goals.

CORPORATE COMPETENCIES Member Service and Value –Deliver exemplary service internally and external in accordance with the credit union’s service standards and in a professional manner that projects confidence, knowledge, and ability to provide options and solutions to meet member needs within established policies and procedures. Interactions with members provide value and generate goodwill and a positive image of MCCU as a trustworthy financial institution.

Accountability/Accuracy/Efficiency – Maintain a superior level of attention to detail and ensure accuracy in all transactions and activities performed. Organized and thorough in completing duties and a reliable team member. Ensure established processes and procedures are complied with and are consistently executed. Display self-motivation. Accept responsibility for own actions and hold others accountable to maintain appropriate levels of performance in accordance with established policies and procedure.

Team Player
- Possess exceptional collaborative skills to work cross functionally with various departments and operational areas to solve problems and advance ideas and innovation. Maintain positive working relations with all credit union team members to achieve corporate and departmental goals and objectives. Treat people with respect; keep commitments; inspire the trust of others.

Decision Making - Consistently apply superior data driven decision-making techniques pertaining to job duties, inquiries, approvals, and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as a tool for development. Exercise good judgement in making decisions, ensuring appropriate supervisory approvals are obtained.

Communication – Exhibit strong communication skills with internal and external stakeholders. This includes appropriate collaboration and engagement of staff and other higher-level executives in information gathering and sharing, projecting management, and implementation of projects and other assignments. It also includes communication with vendors, members, and other external parties. Respond to inquiries or refer inquires to the appropriate department or person and exhibiting the necessary follow through with members and/or staff involved.

ESSENTIAL DUTIES Performance Responsibilities – Responsibilities and duties related to this function are:

Executive Leadership & Operational Oversight Provides executive leadership and direction for the credit union's daily operations by overseeing multiple areas, including branch operations, member experience, contact center, digital banking and other assigned departments.

Directs the work of leaders to ensure operational excellence, consistent service delivery, and achievement of organizational goals.

Evaluates organizational structure, workflow, staffing, infrastructure, and service delivery to improve efficiency, member experience, productivity, and sales performance.

Financial & Operational Performance Responsible for achieving short- and long-term financial and operational objectives that support the credit union's strategic plan and financial strength.

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