Senior Director of Retail Banking

SAN FRANCISCO FEDERAL CREDIT UNION•San Francisco, CA

5d•$160,000 - $180,000•Onsite

About The Position

The Senior Director of Retail Operations plays a key leadership role in shaping and enhancing the performance of the credit union’s retail operations network and branch support functions. This position is responsible for driving operational excellence across all branch locations by leading continuous improvement initiatives, strengthening operational efficiency, and ensuring a seamless, high-quality member experience. Working closely with branch leaders and executive management, the Senior Director provides strategic direction in areas including operational performance, compliance, process optimization, records oversight, and service delivery. This leader will champion consistency, elevate organizational standards, strengthen internal controls, and help ensure the credit union remains aligned with regulatory requirements, business objectives, and its commitment to exceptional member service.

Requirements

8+ years of progressive experience in retail banking or credit union operations.
3+ years of experience supporting or overseeing multi-branch retail operations.
Strong knowledge of banking regulations, operational controls, compliance standards, and retail banking procedures.
Proficiency with Microsoft Office and banking or credit union operating systems.
Ability to work flexible hours as needed, including Saturdays, holidays, and overtime when required.

Nice To Haves

Experience with operational audits, file maintenance review, internal controls, and regulatory compliance oversight preferred.
Demonstrated ability to lead operational improvement initiatives and manage organizational change.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Outstanding communication and interpersonal skills.
Excellent analytical, problem-solving, and decision-making abilities.
Proven ability to build collaborative relationships across departments and branch teams.

Responsibilities

Lead and optimize operational processes across branch locations to improve efficiency, consistency, risk management, and service delivery.
Ensure compliance with banking regulations, internal policies, record retention standards, and operational procedures.
Review operational reports, file maintenance activity, and internal records to ensure accuracy, compliance, and adherence to established controls.
Develop and enhance retail delivery procedures to strengthen operational effectiveness and support regulatory readiness.
Lead operational readiness efforts for new systems, products, and process implementations.
Conduct onsite operational reviews to identify opportunities for stronger controls, improved documentation, and procedural consistency.
Partner with executive and branch leadership to address operational and risk-related matters and recommend practical solutions.
Support business continuity planning, operational risk initiatives, and executive reporting as needed.
Identify operational training needs and collaborate with branch leadership and training teams to support employee development and process adoption.
Promote ongoing operational education that strengthens performance, compliance, and service quality across the branch network.
Establish and monitor operational performance metrics and analyze trends to identify opportunities for continuous improvement.
Conduct branch operational assessments and audits to ensure efficiency, consistency, and adherence to policies and procedures.
Champion initiatives that enhance member service, operational consistency, and overall satisfaction across all branch locations.
Support high service standards and assist in resolving escalated operational and member service issues in a timely, professional manner.