Job Description

*Amazing Opportunity with San Antonio Citizens Federal Credit Union*

Chief Operating Officer

San Antonio Citizens Federal Credit Union

San Antonio, FL (just north of Tampa)

Role Description

The Chief Operating Officer (COO) is a senior executive responsible for leading the credit union’s operational strategy and ensuring the delivery of exceptional member experiences across all service channels. This role provides executive leadership for the branch network, call center, deposit operations, facilities oversight, and BSA/compliance functions, ensuring operational excellence, regulatory compliance, and strong member engagement.

The COO plays a key role in driving relationship-based service and sales by developing operational strategies that support employees in deepening member relationships and expanding the use of credit union products and services. Working closely with the CEO and Executive Leadership Team, the COO translates strategic priorities into operational initiatives that support sustainable growth, operational efficiency, and outstanding member service.

KEY AREAS OF RESPONSIBILITY

Contribution to Credit Union Goals

Support the credit union’s strategic growth and long-term sustainability by ensuring operational excellence across all service channels. Through strong leadership of the branch network, operational teams, and service delivery channels, strengthen member relationships, support membership growth, and promote service excellence. Ensure operational processes, controls, and compliance programs support safe, sound, and efficient operations while advancing the credit union philosophy of people helping people.

Essential Duties

Operational Leadership

• Provide strategic and operational leadership for the credit union’s service delivery channels and operational functions.
• Ensure efficient, scalable, and well-controlled operational processes.
• Establish performance metrics and accountability standards for operational teams.
• Identify opportunities to streamline processes, improve productivity, and enhance service delivery.
• Ensure operational teams support organizational goals related to member experience, operational efficiency, and regulatory compliance.

Branch Network Leadership

• Provide leadership and direction for the credit union’s branch network.
• Develop strategies that promote relationship-based sales and member engagement.
• Ensure branches deliver consistent, high-quality member experiences.
• Coach and develop branch leaders to build strong teams and drive performance.
• Monitor branch performance and implement initiatives that support growth and service excellence.

Member Relationship and Sales Development

• Foster a culture focused on deepening member relationships rather than transactional service.
• Implement strategies that encourage employees to identify and meet broader member financial needs.
• Monitor key performance indicators related to member engagement, product adoption, and service quality.
• Collaborate with marketing and lending teams to support growth initiatives.

Call Center/Member Contact Center

• Oversee call center operations to ensure responsive, knowledgeable, and member-focused service.
• Establish performance standards including service levels, response times, and call quality.
• Ensure the call center functions as a relationship-building channel that supports member needs and credit union growth.

Deposit Operations

• Provide leadership for deposit operations including transaction processing, account services, and payment systems.
• Ensure operational processes are efficient, accurate, and compliant with applicable regulations.
• Identify opportunities for process improvements and automation.

BSA / Compliance Oversight

• Provide executive oversight of the credit union’s Bank Secrecy Act (BSA) and compliance programs.
• Ensure effective monitoring systems, reporting procedures, and internal controls are maintained.
• Support the BSA Officer and compliance team in maintaining strong regulatory compliance in accordance with expectations from the National Credit Union Administration.
• Promote a culture of compliance throughout the organization.

Facilities Oversight

• Oversee the management and maintenance of credit union facilities to ensure branches and offices provide safe, functional, and welcoming environments for members and employees.
• Manage vendor relationships related to facility maintenance, security, and capital improvements.
• Support strategic planning related to branch expansion or optimization.

Risk Management and Controls

• Ensure operational risks are identified, monitored, and mitigated.
• Maintain strong internal controls across operational areas.
• Support internal and external audits and ensure corrective actions are implemented.

Culture and Leadership

• Foster a collaborative and high-performing culture focused on member service and employee engagement.
• Develop and mentor operational leaders.
• Encourage cross-department collaboration to enhance organizational effectiveness.
• Promote the credit union’s mission and values throughout operational teams.

Strategic Leadership

• Participate in strategic planning and organizational leadership discussions.
• Translate strategic priorities into operational plans and initiatives.
• Identify opportunities to improve technology utilization and service delivery.
• Participate as an active member of the Executive Leadership Team, contributing to organizational strategy, decision-making, and the overall leadership of the credit union.

Required Skills and Competencies

Successful candidates must demonstrate the following skills and capabilities:

• Strategic operational leadership
• Strong understanding of credit union service models
• Ability to drive relationship-based sales
• Commitment to exceptional member experience
• Collaborative leadership style
• Strong communication and relationship-building skills
• Operational efficiency and process improvement mindset
• Risk management and regulatory awareness

Education

• Bachelor’s degree in business, finance, management, or related field required.
• Advanced degree or Executive Leadership training preferred.

Experience

• 10+ years of leadership experience in financial services, preferably in a credit union or community financial institution.
• Significant experience managing operational functions and service delivery channels.
• Experience overseeing branch networks and member service teams.
• Knowledge of financial institution regulatory requirements.

Work Environment

• Professional office environment.

About Saltee Co ^ Talent

Saltee Co ^ Talent is the talent division of Saltee Co. Our expertise in identifying top talent for organization is only built and supported through crisp execution and an unwavering commitment to excellence. Additionally, Saltee Co serves banks and credit unions to deliver growth, talent and advisory services. Go check out to learn more.

Job Tags

Similar Jobs