SVP/CHIEF OPERATIONS OFFICER

REPORTS TO: PRESIDENT/CEO

SUPERVISES: VP/RISK MANAGEMENT VP/OPERATIONS/AVP IS

CLASSIFICATION: EXEMPT

This role will be based in our Merrimack, NH Operations Center but will have space in our Headquarters in Manchester, NH as well

General Summary

Reporting to the Chief Executive Officer, this position is responsible for the management, direction, and evaluation of the organization's operational activities including information technology; loan, deposit and card operations; fraud management; data security; enterprise risk management and project management and business planning. This position also assumes oversight responsibility for the management of external vendors and third-party professional service providers.

Essential Functions

1. Collaboratively establish Credit Union goals and objectives to grow the credit union while enhancing profitability and managing expenses. Lead, coach, and build consensus, and gain support for Credit Union goals and objectives, while cultivating teams who excel both from a cost savings and internal service delivery perspective. Explain complex concepts and ideas to all levels of the credit union, while modeling a high degree of personal integrity; and demonstrating strong decision-making and leadership skills.

1. Work in partnership with the AVP/Information Systems to effectively oversee a strategic information technology roadmap inclusive of information security, information systems, data analytics and third-party relationships. Research and recommend current and future technology solutions to support the strategic business goals of the Credit Union. Calculate the cost benefit of IT/IS investments and overall cost of ownership. Negotiate third-party agreements related to implementation and maintenance. Serve as chief liaison between the credit union, technology, or telecommunications vendors. Keep abreast of innovation both inside and outside the banking industry, best practices, trends and new technologies.

1. In partnership with the AVP/Information Systems, manage a strategy around data collection, storage, dissemination, and analytics. Develop organization capabilities to support data-driven decision making and performance insights. Ensure data processing applications are utilized to the fullest capability to deliver timely information required to support sound business decisions.

1. Create and manage a foremost information security program including: governance, compliance, awareness, vulnerability management, threat monitoring, situational awareness and assessment. Ensure a robust framework of risk management procedures, policies, testing and monitoring both internally and extending to third- and fourth-parties relationships. Serves as the Senior Executive and Team Leader on any execution of the Credit Union's Disaster Recovery Plan, Business Continuity Plan or Incident Response Plan.

1. Through the VP/Risk Management, oversee enterprise risk management, compliance, business continuity, corporate insurance coverage, litigation, contract review, and vendor management.

1. Through the VP of Operations, oversee BSA/OFAC reporting administration, fraud mitigation, safety and security, and appropriate controls and risk mitigation for both retail and business accounts for ACH, wires, digital channels and debit and credit cards.

1. Oversee enterprise project management (with or without an IT component) to ensure appropriate alignment of projects with the Credit Union's key strategic initiatives and timely execution of projects and optimal utilization of key resources. Responsible for annually building the two-year business plan and monthly monitoring of the project calendar.

1. Develop, implement, and manage programs, procedures, systems, personnel and metrics to effect operational improvements. Conduct financial analysis of services designed to maximize profits and broaden services. Interpret operating results to implement cost reduction and operating efficiency changes.

1. Partner with Executive Team members to lead the LOTT and Mid-Management groups, looking for ways to engage and grow promising leaders within the organization. Mentor and actively participate in personal development plans for each direct report.

1. Remain current on changes within the legal, regulatory, economic and competitive environments, which may affect the operations functions. Ensure compliance with credit union policies and procedures. Respond to all audit exams including NCUA, State Banking Department, internal and external audits.

1. Serve as representative for the Credit Union on professional committees and public organizations.

1. Understand and comply with all Bank Secrecy Act regulations.

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

Job Specifications

1. Strong operational and financial management skills. Ability to track and monitor metrics across all business lines, refining strategy as appropriate.

1. Demonstrated experience developing and defining business goals and aligning the appropriate resources to ensure success.

1. Must be able to identify industry opportunities, develop innovative business strategies and implement them in a timely manner. Strong understanding of and the ability to leverage trends in consumer behavior and consumption, technology and internet advancements, and human resource management.

1. Exceptional interpersonal skills including both written and verbal communication skills; ability to successfully utilize active listening consultative sales, coaching, facilitation and mediation techniques.

1. Ability to define problems, establish facts, and draw valid conclusions to successfully assess current performance and determine changes to improve outcomes.

1. Strong presentation skills; ability to effectively present information to executives, management, Board of Directors and the general public. Capacity to professionally interact with Community Leaders, Business Leaders, Media, and Vendors.

1. Capacity to deal with abstract and concrete variables and combine data, knowledge and intuition to make complex decisions.

1. Minimum of 10 years leadership and management experience with in-depth knowledge of IT security, operations including small business operations, the financial services industry (credit unions, banks, etc) General knowledge of consumer and business financial industry concepts, products, policies and regulations is essential.

1. An undergraduate degree in IT, Business or a related discipline is required; an advanced degree is preferred.

1. Position requires sitting the majoring of the day and occasional bending and reaching.

1. Professional, well-developed interpersonal skills necessary for supervising staff and communicating with top management and other Credit Union employees.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.