Retail Operations Specialist

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

Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.

• 3+ years of experience in retail banking or credit union branch operations

The following qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.

• 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 discretion

Onsite work is performed in an office setting.

35 hours per week, split between branches, office, and remote work. Regular local travel required. Schedule may vary based on audits, training, and operational needs.

Must be able to travel regularly between branch locations in Boston, Cambridge, and Somerville.

Harvard University is unable to provide visa sponsorship for this position.

Credit, Criminal, Education, Identity, Prohibited Parties (OFAC - Office of Foreign Assets Control).

This position has a 90‑day orientation and review period.

This position can be performed at a non‑Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard‑designated location, employees in hybrid positions must work in a Harvard‑registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process.

Certain visa types and funding sources may limit work location. Individuals must meet work…