ZR__JOB

Jacksonville, United States | Posted on 10/02/2026

The Principal Lead for Operations Transformation will play a key role in the design and implementation of a future-state operating model for a multi-credit-union shared-services organization. This individual will serve as the Lead and primary bridge between business operations, technology, data, AI/automation teams, and project leadership.
Previous Credit Union experience is a MUST HAVE. Understanding of regulatory and legal issues regarding US financial services and data security requirements affecting credit unions. In particular, please describe your ability to comply with:

- Gramm-Leach-Bliley data security and privacy requirements;

- SSAE 18, SOC 2 Type 2; 10 | Page - ISO 27001;

- NCUA Regulation 748 A &

B. Knowing specific software made for credit unions like "Keystone" is must have

The Senior Lead will have 12-15+ years experience and have led 2-3 previous projects in business transformation one of which must have been for a credit union. You will lead current-state discovery, process analysis, requirements definition, KPI baselining, future-state process design, and benefits validation, with an initial focus on Deposit Operations
. The role will help identify opportunities to improve efficiency, service quality, scalability, control, and member experience through workflow orchestration, automation, artificial intelligence, and improved use of institutional knowledge.

The ideal candidate combines strong business analysis and process transformation capabilities with hands-on experience in credit unions, retail banking, or regulated financial-services operations
.

• Lead structured discovery sessions with credit union and shared-services subject matter experts to understand current business processes, systems, controls, data flows, handoffs, exception paths, and manual activities.
• Document end-to-end current-state processes using process maps, workflows, business rules, requirements, and supporting analysis.
• Analyze processes across participating credit unions to identify common workflows as well as institution-specific policies, configurations, and exceptions.
• Identify process bottlenecks, duplicate activities, manual workarounds, control gaps, rework, and opportunities for standardization or automation.
• Facilitate interviews and workshops in a manner that encourages candid input from employees and stakeholders impacted by future process changes.

• Lead detailed analysis of Deposit Operations processes, including areas such as:
  • ACH and share-draft exception processing
  • Returned deposits
  • ACH research and reclamations
  • Manual payroll processing
  • Card and member-account support processing
  • Remote/mobile deposit review
  • Exception and research workflows
• Evaluate opportunities to automate, augment, or redesign activities using workflow orchestration, AI, document intelligence, robotic process automation, and related technologies.
• Develop recommendations for prioritizing automation opportunities based on business value, implementation complexity, risk, volume, and readiness.
• Ensure future-state workflows appropriately address exceptions, escalations, human review, and audit requirements.

• Translate business needs into clear, testable business, functional, data, workflow, integration, reporting, and control requirements.
• Develop user stories, acceptance criteria, business rules, process models, and requirements traceability documentation.
• Partner with solution architects, developers, AI specialists, security teams, and business SMEs to ensure proposed solutions address operational requirements.
• Support the design of configurable workflows capable of accommodating multiple credit unions, operating models, systems, policies, and approval structures.
• Help distinguish requirements best addressed through commercial technology from capabilities that should be incorporated into the strategic orchestration layer.
• Ensure business requirements consider scalability to additional business lines, including Lending and Collections, and to future participating credit unions.

• Establish and validate baseline operating metrics for targeted business processes, including:
  • Transaction and work volumes
  • Manual…