Retail Transformation Manager

HawaiiUSA Federal Credit Union•Honolulu, HI

21d•$83,680 - $94,140•Hybrid

About The Position

The Retail Transformation Manager is responsible for identifying, designing, implementing, and sustaining process improvements that enhance efficiency, consistency, compliance, operational effectiveness, and member experience across the retail network. This role serves as a strategic partner to Retail leadership and is responsible for leading cross-functional retail projects, process improvement initiatives, system enhancements, and operational change efforts that support the credit union's strategic objectives. The position partners closely with branch leadership, Retail Support, IT, Digital Banking, Risk, Compliance, Organizational Development, and other stakeholders to simplify workflows, reduce friction, and ensure retail processes are scalable, member-centric, and aligned with organizational goals. This position provides direct oversight of the Retail Transformation Officer and is accountable for ensuring retail transformation initiatives are effectively prioritized, executed, and aligned with organizational objectives.

Requirements

Five or more years of experience in retail banking, credit union operations, process improvement, project management, or related operational leadership roles.
Demonstrated success leading complex cross-functional projects and operational improvement initiatives.
Proven ability to successfully manage multiple priorities, project timelines, stakeholders, and implementation of activities simultaneously.
Proven ability to translate strategic objectives into actionable operational initiatives.
Strong executive communication, facilitation, and stakeholder management skills
Process Mapping
Data Analytics
Facilitation
Technical Writing
Banking Regulations
Planning and Organizing
Achievement Orientation
Problem Solving
Product and Technical Knowledge
Business Acumen
Analytical Thinking
Information Gathering and Processing
Stakeholder Management
Decision Making

Nice To Haves

Supporting technology implementations, digital transformation initiatives, or system conversions
Project Management Certification
Six Sigma
Lean
Business bachelor's degree or related field preferred
Driver's license and personal vehicle to travel to branches preferred.

Responsibilities

Analyze existing retail processes to identify inefficiencies, risks, redundancies, and member pain points.
Design and implement streamlined, standardized retail workflows that improve service delivery and operational effectiveness.
Lead continuous improvement efforts using Lean, Six Sigma, or similar methodologies.
Partner with frontline teams to ensure processes are practical, intuitive, sustainable, and aligned with business objectives.
Develop future-state process designs that improve efficiency, scalability, and consistency across the retail network.
Facilitate process mapping sessions and root cause analyses to identify opportunities for operational improvement.
Establish governance and documentation standards for retail processes.
Lead and manage cross-functional retail projects from initiation through implementation, stabilization, and post-implementation review.
Develop and maintain project charters, business requirements, project plans, timelines, resource plans, risk assessments, and implementation schedules.
Serve as the Retail Division project lead for strategic initiatives, technology implementations, operational enhancements, regulatory changes, branch transformation efforts, and member experience improvements.
Coordinate project activities across retail, operations, technology, compliance, risk, training, and vendor partners.
Facilitate project meetings, stakeholder discussions, executive updates, and decision-making sessions.
Monitor project scope, timelines, risks, dependencies, milestones, and deliverables to ensure successful execution.
Lead operational readiness activities, implementation planning, pilot programs, user acceptance testing (UAT), and post-launch support efforts.
Drive accountability and timely resolution of project issues, barriers, and competing priorities.
Establish project success metrics and evaluate outcomes against expected business results.
Support strategic planning efforts by identifying opportunities to improve processes, systems, member experience, and retail operational performance.
Ensure retail processes support a seamless, consistent, and member-focused experience.
Balance policy and compliance requirements with employee usability and member convenience.
Actively seek feedback from branches to understand operational challenges and improvement opportunities.
Serve as a champion for simplifying processes that create unnecessary friction for members and employees.
Incorporate employee and member feedback into process and project design decisions.
Evaluate the operational impact of process and project changes on the frontline experience.
Work closely with Retail Support Services, IT, Digital Banking, Risk, Compliance, Organizational Development, Operations, and other business units.
Support system rollouts, upgrades, and procedural changes impacting retail operations.
Translate operational needs into clear business requirements for system enhancements and process improvements.
Act as a liaison between retail operations and enterprise project teams.
Facilitate collaboration among stakeholders to ensure alignment between business needs and project objectives.
Ensure retail priorities are represented and incorporated into enterprise initiatives.
Lead change initiatives using a structured approach that considers branch capacity, operational impacts, and learning styles.
Develop communication plans, implementation strategies, job aids, and procedural documentation for process and project changes.
Partner with Organizational Development to support training design and delivery.
Assess organizational readiness and develop mitigation strategies to support successful implementation.
Reinforce adoption of new processes, systems, and operational practices.
Monitor change effectiveness and drive continuous improvement following implementation.
Establish key performance indicators (KPIs) and success metrics for retail process and project initiatives.
Analyze operational data, performance trends, and root causes to identify opportunities for improvement.
Develop dashboards, scorecards, and executive reporting to communicate project status and operational results.
Prepare business cases, cost-benefit analyses, and return-on-investment assessments to support decision-making and prioritization.
Provide recommendations and progress updates to retail and executive leadership.
Support audit readiness and regulatory compliance through process documentation and reporting.
Ensure retail processes and projects comply with applicable regulations, policies, and internal control requirements.
Partner with Risk and Compliance to proactively identify and mitigate operational risks.
Support audit findings resolution, corrective action planning, and process remediation efforts.
Evaluate project risks and develop mitigation strategies to minimize operational disruption.
Maintain documentation to support governance, compliance, and regulatory requirements.
Supports by identifying opportunities to improve operational effectiveness, scalability, and retail service delivery.
Maintain project governance documentation and provide regular status reporting to retail and executive leadership.
Provide direct leadership, coaching, development, and performance management for the Retail Transformation Officer.
Establish priorities, goals, and performance expectations to ensure alignment with Retail Division strategies and transformation objectives.
Oversee the Retail Transformation Officer's workload, and execution of process improvement and transformation initiatives.
Foster professional growth through mentoring, training, and continuous development opportunities.
Promote collaboration and accountability while serving as an escalation point for project risks, issues, and resource constraints.

Benefits

100% of employees’ single medical, drug, vision, and dental monthly health insurance premiums covered
Paid volunteer time
Pay it forward program
Tuition assistance for higher education
Paid Time Off
11 Paid Holidays
401(k) and 3% Employer Contribution
Health insurance
Vision insurance
Dental insurance
Prescription drug insurance
Life insurance
Flexible spending account
Disability insurance
Opportunities for advancement
Employee assistance program
Referral program
Retirement plan
Employee discount
Paid training
Professional development assistance
AD&D insurance
Credit union membership
Paid orientation