Chief Capacity Officer

orsa credit union•Plymouth, MI

11d•Hybrid

About The Position

The chief capacity officer (cco) elevates our impact by leading the design, execution, and evolution of centralized operational capabilities. The cco helps us optimize capacity by delivering with excellence, efficiency, and in compliance with policies, regulations, and governance expectations. Connecting strategy to execution and moving with the pace demanded by our purpose, the cco elevates how we firm up every step as we do. The leader in this role understands that operational excellence elevates the capacity for team members across the credit union to drive human-centered solutions consistently, bringing a continuous improvement mindset always. As an integral member of the executive team (eTeam), the cco brings a people-first mindset to operational excellence, fueling innovation, growth, impact for members, and long-term financial strength for the credit union.

Requirements

Education: A bachelor’s degree and/or at least ten years additional years of related experience.
Work Experience: Demonstrated success in leading multiple operational functions. At least five years of dynamic experience developing strategies, leading major initiatives, and delivering results within a sophisticated matrix environment. Proven experience deploying advanced operational models, continuous improvement techniques. Experience presenting directly to a Board of Directors.
Industry Experience: At least five years of outlined work experience in financial services, preferably at a credit union.
Core Adaptive Capabilities; Systems thinking, pattern recognition, scenario planning and learning agility
Human Centered Leadership: Empathy, emotional intelligence, psychological safety, inclusive leadership, purpose-drive motivation
Strategic Thinking & Innovation: Horizon planning, breakthrough thinking, calculated risk taking, experimentation mindset
Execution in Ambiguity: Decisive action despite uncertainty, agile implementation, resource flexibility, change leadership
Technology & Data Fluency: Digital acumen, data literacy, ecosystem thinking, ethical technology use
Continuous Improvement & Process Design Ability to evaluate, redesign, and simplify operational processes to reduce friction, improve consistency, and create better experiences for members and employees. Brings discipline around playbook design, workflow mapping, root-cause analysis, standardization, and continuous improvement.
Operational Planning & Execution Strong capability to translate business priorities into operational plans, capacity models, service standards, and measurable deliverables. Ensure day-to-day operations run smoothly while keeping pace with changing member needs, growth targets, and organizational priorities. Ensuring KPI’s are established to measure success.
Risk, Controls & Regulatory Operations Deep understanding of operational controls, policy adherence, and regulatory requirements within a financial services environment. Builds reliable processes that protect the organization, support audit readiness, and embed compliance into day-to-day operations without creating unnecessary complexity.
Loan Operations Leadership A deep understanding of loan operations across the full product cycle of consumer and business. Expertise optimizing fulfillment, underwriting, servicing, and collections processes that are complaint, efficient, and member-centered, while managing risk and financial priorities. Ability to apply deep understanding to innovative solutions, sometimes without precedent.
Deposit Operations Leadership A deep understanding of deposit operations for consumer and commercial products. Ability to apply deep understanding to innovative solutions, sometimes without precedent.

Nice To Haves

Professional Credentials and/or Certifications: Quality certifications (e.g. Six Sigma Black Belt or Certified Manager of Quality), lending and credit certifications, and facility management certifications (e.g., Facility Management Professional).

Responsibilities

Attend Board and Supervisory meetings as directed by the president & ceo.
Ensure organizational compliance with delegated Board policies.
Support the achievement of all credit union goals and live our culture.
Stay abreast of the general economic conditions, laws, and regulations that may affect the credit union and most specifically, their areas of responsibility.
Coach and lead direct reports elevating our leadership model, model our leadership framework, and embody our leadership philosophy.
Create and execute organizational and team strategies and tactics.
Develop and communicate operating policies in their areas of responsibility.
Oversee third party relationships required to meet organizational needs.
Lead the budgeting effort for their areas of responsibility and ensure their teams and the credit union are operating efficiently.
Be active in our communities.
Lead across the credit union movement and elevate collaboration as an enabler at orsa and for our broader industry to thrive.
Be curious and an active learner.
Embed operational excellence across the credit union, raising our capabilities through people, practices, systems, and technology.
Connect operational capacity to our strategic ends, driving consistent and efficient solutions for lending and deposit operations.
Build operational tenants into our physical infrastructure, ensuring our settings reflect all that is orsa.
Oversee operational areas to maximize the organizational capacity and optimize cost.
Lead teams to strategic execution through meaningful partnerships, risk mitigation, compliance, and cost optimization. Use data-driven decision making to drive outcomes that meet the needs of the organization and membership.
Design and drive operational frameworks to achieve organizational excellence.
Create a mandate for internal service levels that elevates external service levels. Define service level standards across the organizational structure.
Oversee all operational frameworks to meet the needs of internal and external partners and strategic outcomes.
Partner and collaborate with the eTeam and business units.
Collaborate with key operational stakeholders to ensure internal and external experience excellence is met. Define operational standards across the organizational structure.
Oversee the strategic direction of teams to promote innovative and technological advances.
Direct the strategy of the individual teams with focus on innovation and automation, to deliver best in class excellence to the organization and membership.
Develop teams to increase growth and capabilities.
Lead teams through development, pace, and growth mindsets to support the strategic outcomes of the organization.
Oversee, design and execute collections strategy aligned with organizational strategies and financial outcomes.
Set performance targets for recovery and delinquency reduction. Drive continuous improvement initiatives across collections area operations.
Design and execute facility/location strategy aligned with organizational strategies and financial outcomes.
Develop and execute credit union location strategic plans and logistics to align with the organization’s short and long-term strategic and growth goals. Partnering with business units, developing optimal spaces for internal and external experience elevation.
Complete other work as assigned by the president & ceo.