Chief Operating Officer

Arsenal Credit Union•Arnold, MO

2d•Onsite

About The Position

Founded in 1948, Arsenal Credit Union is a thriving, federally insured, state-chartered financial cooperative with $420 million in assets. We are passionate about helping our members take charge of their finances through exceptional service delivered across our branch network and powerful digital banking tools. Our mission is to equip members with the confidence, resources, and technology they need to achieve their financial goals — and crush them! As a proud recipient of the St. Louis Post-Dispatch Top Workplace award in both 2024 and 2025, we celebrate a workplace culture built on unity, trust, and respect. We recognize that our employees are our greatest asset, and we are committed to fostering a welcoming, supportive, inclusive, and inspiring work environment. At Arsenal, you will find fair treatment, open communication, and opportunities for personal growth. Together, we empower our employees to advocate for our members, deliver exceptional service, and make a meaningful difference in our community. We have an opening for a Chief Operating Officer at our Arnold headquarters. We are seeking a forward-thinking, results-driven Chief Operating Officer (COO) to lead strategic initiatives that enhance member engagement, drive operational performance, and foster a culture of service innovation aligned with organizational values. This role oversees branch operations and the Member Solutions and Payments Center, ensuring consistency, efficiency, and excellence in service delivery. This key member of our leadership team is responsible for shaping and delivering an exceptional member experience across all physical and digital touchpoints. developing and executing operational strategies that support organic growth in membership and assets—while maintaining current staffing levels. The ideal candidate will bring a strong background in monitoring performance metrics and operational efficiency, optimizing resources, and implementing process improvements with a clear focus on member satisfaction, engagement, and loyalty.

Requirements

Minimum of seven (7) years of senior-level management experience within a financial institution, with a specific focus on branch and call center operations
Experience with successful optimization and conversion of core, online and mobile banking, account opening, and call center technology platforms
Familiarity with digital banking platforms and experience-driven technologies.
Excellent interpersonal and change management skills
Strong analytical, communication, and problem-solving skills, with the ability to clearly communicate to all levels of the organization, including the Board of Directors
Proficiency in Office365, digital banking tools, call center management tools, and financial institution core software
Exceptional diplomacy, tact, and professionalism

Nice To Haves

Experience successfully growing a credit union from $500 Million to $1 Billion in assets is preferred

Responsibilities

Direct all branch and contact center operations, ensuring consistent service delivery, operational excellence, and adherence to defined service standards.
Map and optimize the end-to-end member journey, using data, feedback, and industry insights to identify pain points, improve processes, and enhance the omni-channel experience.
Define and enforce service level standards, partnering with operational leaders to ensure performance meets or exceeds expectations.
Cultivate a strong sales/service culture that enhances member experience while driving financial metrics for the organization.
Drive digital transformation, implementing tools, technologies, and training that improve accessibility, efficiency, and member convenience.
Lead, mentor, and develop operational leadership teams, fostering a culture of accountability, collaboration, and continuous improvement.
Foster a culture of accountability, transparency, and continuous improvement.
Serve as a role model for the credit union’s mission, vision, and values.