Retail Operations Manager

Sikorsky Credit Union•Stratford, CT

6d•$80,000 - $92,000

About The Position

The Retail Operations Manager provides operational leadership, administration, and performance optimization for Sikorsky Credit Union’s retail branch network. The role ensures consistent operating standards, regulatory compliance, service excellence, risk management, and process efficiency across branch locations. The manager develops and implements procedures, monitors branch performance, oversees operational audits, and supports a culture of member service, employee development, and continuous improvement. The position also serves as a resource for Branch Managers and frontline staff, works to improve branch efficiency and service delivery, and maintains relationships with operational vendors. The role requires evening and weekend availability, responding to alarm calls and ATM servicing needs, and travel of up to 80%.

Requirements

High school diploma or equivalent; a bachelor’s degree is strongly preferred, though experience may be considered in lieu of a degree.
At least 5 years of relevant experience in retail banking or a credit union.
Strong knowledge of federal and state banking laws, regulations, and compliance, along with extensive knowledge of banking and lending products and services.
Strong sales, problem-solving, communication, analytical, and organizational skills; ability to prioritize and multitask.
Ability to successfully complete the Nationwide Mortgage Licensing System and Registry (NMLS) registration process as a mortgage loan originator.
Ability to obtain a notary public designation and signature guarantee within 120 days of hire.
Availability to work evenings and weekends and respond to alarm calls and ATM servicing needs.
Ability to travel up to 80%.
Proficiency in Microsoft Office, specifically Word and Excel.
Familiarity with banking and lending software.

Nice To Haves

Bachelor’s degree.

Responsibilities

Manage and oversee day-to-day operational activities across branch locations.
Ensure consistent execution of branch operating procedures, policies, and service standards.
Partner with Branch Managers to identify opportunities to improve operational efficiency and member service delivery.
Serve as the primary operational resource for Branch Managers and frontline staff.
Ensure adherence to internal controls, security procedures, and operational policies.
Monitor branch compliance with federal and state regulations, including BSA/AML, OFAC, Bank Secrecy Act requirements, and consumer protection regulations.
Review branch operational exceptions, losses, fraud incidents, and security events.
Serve as the primary liaison for external vendors, including ATM servicing, armored cash delivery, and debit card printers; research and recommend vendors as needed.
Recommend policy and procedure enhancements to mitigate operational risk.
Identify opportunities to streamline workflows and improve productivity.
Support workforce planning and staffing optimization initiatives.
Maintain compliance with company policies, procedures, and banking and credit union regulations; keep abreast of industry developments, including regulatory and technology changes.
Promote a positive work atmosphere through professional communication and effective collaboration with members, coworkers, management, and vendors.
Demonstrate the Credit Union’s core values of Service, Teamwork, Integrity, and Responsibility.
Perform additional duties as required.