Director of Strategic Business Operations

Heritage Financial Credit Union•City of Middletown, NY

11h•$84,000 - $105,000

About The Position

The Director of Strategic Business Operations is a leadership role responsible for driving a culture of innovation by identifying opportunities for technology, process, and workflow improvements. Recommend and implement technology-enabled business processes and initiatives that enhance the experience for both members and employees while elevating operational performance, strategic alignment, and organizational efficiency. Working under the strategic direction of the VP of Innovation & Credit Union Operations, the Director ensures organizational priorities are translated into coordinated implementation plans and successfully delivered across departments. The Director leads the Strategic Business Operations function, oversees Operational Strategy Analysts and related staff, and is accountable for initiative sequencing, operational readiness, and measurable execution results. This role focuses on enterprise execution leadership, cross-functional coordination, and operational excellence. The Director ensures initiatives move from concept to implementation efficiently, consistently, and with minimal disruption, strengthening operational performance, employee experience, and member service delivery.

Requirements

Minimum of 5–7 years of progressively responsible experience in financial services, credit union operations, banking technology delivery, operational transformation, or business process improvement roles.
Demonstrated experience leading cross-functional initiatives involving enterprise systems, digital platforms, workflow redesign, or operational automation.
Prior leadership or supervisory experience managing teams responsible for system optimization, process improvement, or operational delivery strongly preferred.
Experience working with core banking systems, digital banking environments, loan origination platforms, document management solutions, or comparable enterprise operational systems preferred.
Experience coordinating vendor implementations, system upgrades, or platform integrations highly desirable
Bachelor’s degree in Business, Information Systems, Finance, Technology, Operations, or a related field required, or equivalent combination of education and relevant experience.
Strong understanding of how enterprise systems support financial institution operations across member onboarding, servicing, lending, deposits, digital engagement, and internal workflows
Working knowledge of operational controls, data accuracy considerations, and regulatory expectations affecting financial institution systems and processes
Understanding of system implementation lifecycles, workflow validation, testing practices, and organizational rollout considerations
Proven ability to lead complex operational or technology-enabled initiatives from planning through successful implementation
Strong organizational leadership and prioritization skills, with the ability to manage multiple initiatives and competing deadlines
Excellent cross-functional coordination skills and ability to build effective working relationships across departments and leadership levels
Strong analytical and problem-solving abilities with a focus on operational outcomes and continuous improvement
Ability to communicate clearly and effectively in both written and verbal formats, including presenting operational updates or recommendations to leadership
Ability to maintain confidentiality and exercise sound professional judgment
Strong documentation, planning, and execution discipline
Professional demeanor and ability to represent the organization positively with staff, vendors, and external partners

Nice To Haves

Advanced degree (MBA, MS, or similar) in Business, Operations, Information Systems, Analytics, or related discipline preferred.
Relevant professional certifications such as PMP, Lean Six Sigma, Business Analysis (CBAP or similar), or Change Management (Prosci or equivalent) are preferred.