Manager, Retail Simplicity Partner

Municipal Credit Union•New York, NY

22h

About The Position

The Manager, Retail Simplicity Partner is a strategic leader responsible for designing, executing, and optimizing retail operations and contact center programs that align with MCU’s mission to deliver exceptional member experiences. This role drives operational excellence, strengthens service delivery, and fosters a culture of innovation and continuous improvement across member-facing support functions. As a thought leader and change agent, the Manager oversees cross-functional initiatives, ensures compliance with retail and contact center regulations, and develops scalable solutions that simplify workflows, mitigate risk, and enhance member satisfaction. The ideal candidate brings a blend of strategic thinking, operational rigor, and people leadership to elevate MCU’s support capabilities and team performance.

Requirements

Bachelor’s degree or equivalent experience.
Minimum 5 years of management experience in credit operations or a related field.
Proven success in leading cross-functional projects and driving operational results.
Strong analytical, communication, and relationship-building skills.
Demonstrated ability to lead change, manage complexity, and influence outcomes

Responsibilities

Lead the full lifecycle of retail and contact center programs—from ideation and design to implementation and performance optimization.
Identify and evaluate new initiatives that enhance operational efficiency, elevate the member experience, and support MCU’s service strategy.
Serve as the business lead on cross-functional projects, including UAT, case management, vendor management, and issue resolution.
Conduct risk assessments and implement mitigation strategies to safeguard retail branches and contact center.
Analyze workflows across support and card operations to identify gaps, inefficiencies, and automation opportunities.
Develop and implement solutions that streamline processes, reduce manual effort, and improve staff and member adoption.
Collaborate with Technology and Operational Agility teams to align systems (CRM, Core platforms, lending platforms, contact center tools, etc.) with member service goals.
Maintain and evolve policies, procedures, job aids, and knowledge resources to ensure consistency and operational excellence.
Oversee compliance processes related to cash management, member data, payments, fraud prevention, and operational controls.
Ensure programs meet regulatory, network, and internal standards through proactive oversight and documentation.
Lead readiness efforts for audits, exams, and executive reviews related to retail branches, ATM, and Contact Center.
Design and deliver onboarding, training, and readiness programs for retail branches, contact center, and ATM teams.
Create and distribute communications that support learning, engagement, and cross-departmental alignment.
Monitor adoption and performance of initiatives using data-driven insights.
Provide executive-level reporting on service performance, operational metrics, and strategic recommendations.
Ensure data quality and leverage reporting tools to demonstrate operational performance and member impact.