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Job Openings Vice President Operations

Posted Date (December 1, 2015)
POSITION TITLE: Vice President Operations
LOCATION: Kaloko Administrative Building (Kailua-Kona)
REPORT TO: Executive Vice President Member Services


Responsible for the overall supervision, direction, and evaluation of the operations of the Credit Union’s branches, call center, and all internal product and service delivery channels. Carries out the Credit Union’s goals and objectives. Provides direction to branches, call center, and all other areas of responsibility in order to achieve and maintain the highest standards of performance.  Leads teams to achieve excellence in service, sales, and productivity.


  • Directs, coaches, leads and mentors Branch Managers and the Call Center Officer to effectively achieve service and sales objectives and the highest productivity while promoting the Credit Union in the community
  • Directs the efforts of all subordinates toward the achievement of the highest levels of service and sales
  • Implements all programs designed to improve member service and sales
  • Participates in sales forecasting and planning and sets performance goals accordingly by:

                       -Researching, developing, and maintaining long & short range sales and marketing plans;
                       -Preparing periodic reports showing sales results, potential sales, and areas of opportunity;
                       -Maintaining an up-to-date awareness of strategic plans;
                       -Providing input into the development of marketing plans;
                       -Monitoring, analyzing and communicating sales data to contribute to product/service planning; and
                       -Reviewing market analyses to determine member needs, and monitoring and evaluating the activities and products of competitors

  • Maintains the highest levels of internal and external member service by:

                       -Communicating openly, honestly and constructively;
                       -Treating all employees and members with dignity, respect and courtesy;
                       -Implementing all programs dedicated to the improvement of staff morale; and
                      -Maintaining the highest levels of knowledge required to publicly speak of the Credit Union in the manner of an expert

  • Develops and delivers sales/service presentations and close sales in a professional and effective manner by:

                      -Developing sales and marketing proposals for existing or potential members on technical products & services;
                      -Making presentations at various internal and external events
                      -Maintaining up-to-date awareness of local activities, industry trends & government relations; and
                      -Making regular sales calls with the Branch Managers to develop relationships and follow up on leads

  • Develops and directs the Customer Call Center Officer I/II to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through promotional programs and improved employee product knowledge and training.  Implements processes and systems that will generate higher productivity and revenues

Operations Functions:

  • Reviews policies and procedures with supervisors to determine their adequacy and recommends changes as required
  • Establishes operations standards for cost control, waste reduction, quality, and safety
  • Ensures the timely and professional delivery of all products and services to membership
  • Conducts periodic audits of cash-handling procedures
  • Coordinates and directs the activities of the branch office operations, and provides guidance and assistance to supervisors as required
  • Interprets reports and provides statistical information for effective management control
  • Keeps current with the trends in service delivery and makes recommendation on software, systems and delivery channels for our products
  • Participates in the development of new products and/or product enhancements inclusive of designing, monitoring systems, implementation procedures, policy changes, etc.
  • Continually investigates and introduces process improvement measures and makes recommendation to the CEO for consideration
  • Establishes, implements, and administers staff sales incentive programs
  • Approves loans up to prescribed lending limits
  • Ensures proper operation of all branch compliance programs and initiatives
  • Actively seeks opportunities to cross sell appropriate and applicable products and services offered by the Credit Union

Administrative and Maintenance Functions:

  • Builds and develops operations processes and procedures to support strategic direction
  • Builds, develops and manages operations leadership team capable of carrying out needed operations strategies and improving employee relations
  • Provides leadership for problem resolution and facilitates improved working relationships
  • Oversees operations budget to ensure compliance with organizational expenditure requirements
  • Manages work performance and completes appraisals of all managers under his or her control, and submits, when called for, recommendations to the President on matters such as training, self-development programs and supplies, equipment and other properties
  • Administers all systems used by branches, call center, and other internal delivery channels
  • Maintains working knowledge of all applicable rules and regulations
  • Ensures the proper maintenance and operation of all branch security plans and procedures

Personnel Functions:

  • Determines salary adjustments, incentive bonuses, position changes, disciplinary action, and submits recommendation for dismissal of operations staff for approval by the President/CEO or his/her designate
  • Coordinates work schedules and vacation schedules for department staff
  • Coordinates work load and work flow of department staff; makes job assignments or reassignments as required; sets performance standards which ensure completion of work in a timely and accurate manner
  • Coordinates the training and cross-training of department staff
  • As a member of the credit union staff, answers incoming phone calls; assists members and co-workers as needs arise; and performs work on projects as needed
  • Provides training to Operations department personnel, as required


Miscellaneous Functions:

  • Completes the required Bank Secrecy Act (BSA) training and ensures that the BSA policy and procedures is adhered to by the authorized personnel he/she supervises
  • Other duties may be assigned

Community and Public Relations Functions:

  • Assists in coordinating the goals and objectives of the Credit Union
  • Promotes Credit Union services and Credit Union philosophy, and upholds the image of the Credit Union
  • Participates in the activities of the League, Chapter, and other affiliated organizations
  • Assists President/CEO and Vice Presidents with the public relations program of the Credit Union


To perform this job successfully, an individual must be able to perform each essential job function satisfactorily.  The requirements listed below are representative of the mental, physical, knowledge, education and/or experience required.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.


  • Requires attention to details, application of sound decision-making principles, concentration, logical thinking, resourcefulness, good judgment and responsiveness in a timely manner
  • Is familiar with the operations of a credit union including document, policies, procedures, systems, credit union philosophy, legislative requirements, history, organization, and bylaws
  • Is able to establish effective working relationships with members, staff and other organizations
  • Is able to effectively and efficiently supervise employees, handle complaints, and grievances following established procedures; while maintaining necessary confidentiality
  • Ability to handle multiple projects by prioritizing projects and meeting deadlines
  • Is able to work under stressful and pressure filled situations
  • Is able to apply basic mathematical skills
  • Is able to keep abreast of all regulatory and operational matters which affect the Credit Union operations
  • Is able to speak in front of groups of people


  • Is able to show up to work as scheduled
  • Is able to occasionally lift, carry, push, and pull items weighing up to 20 pounds
  • Is able to operate 10-key by touch and type 30-40 words per minute accurately
  • Is able to sit for extended periods of time
  • Is able to communicate clearly in person or over the phone and/or in writing
  • Is able to move around the office, primarily on carpeted surfaces
  • Is available for occasional business travel involved, including land and air travel


  • May be required to use personal car to perform Credit Union business
  • May be required to work at different branches
  • May be required to work beyond normal business hours, including weekends
  • May be required to attend seminars or classes to enhance job skills and knowledge
  • Must be bondable and have a clear credit rating


  • High school graduate / GED equivalent with seven (7) years' of experience with at least four years in sales management or equivalent combination of education and experience in a credit union or other financial institution; or
  • Graduate of an accredited college or university with five (5) years' experience in related field in a credit union or other financial institution; or
  • Business College graduate with three (3) years' experience in related field in a credit union or other financial institution; or
  • Bachelor’s degree in business/finance
  • 5 to 10 years of retail banking experience to include consumer, residential and small business lending
  • Work experience that demonstrates excellent oral and written communication skills to effectively perform feedback, problem resolution, service, and sales
  • Must demonstrate managerial abilities including communication, organization, planning and leadership skills
  • Must have ability to supervise employees, handle complaints and grievances following established procedure
  • Knowledge of the Federal Credit Union Act, Rules and Regulations, Bylaws, Consumer Regulations and other related regulations
  • Knowledge of credit union philosophy, history and organization
  • Must have the ability to speak to groups of people
  • Knowledge of computer system (IBM or IBM compatible), word processing and spreadsheet preferred


  • Work is primarily inside an air-conditioned, well-lighted office setting, and high humidity
  • Will work alone and with others
  • Work environment includes moderate noise level
  • Will have frequent public contact
  • Potential exposure to the threat of violence at any time

This description of duties and qualifications should not be construed to imply that these requirements are the exclusive duties of the position. Employees will follow any other job related instructions and perform any other related duties as may be required by a supervisor.

This description of duties and qualifications should not be construed to imply that these requirements are the exclusive duties of the position. Incumbent will follow any other job related instructions and perform any other related duties as may be required by the supervisor.