Market Operations Lead

POSITION SUMMARY

The Market Operations Lead ensures operational excellence, compliance, and adherence to all policies and procedures across the branches in an assigned market. This role is responsible for monitoring daily operational practices, supporting branch leaders in preparing for internal and regulatory audits, and driving consistency in execution of operational standards. Acting as a subject-matter expert in branch operations and compliance, the Market Operations Lead works closely with Branch Managers, the AVP of Member Experience + Growth, and internal audit teams to maintain exceptional audit results, minimize operational risk, and ensure the highest standards of member service through accurate and compliant processes.

POSITION RESPONSIBILITIES

Operational Compliance & Risk Management

• Conduct regular reviews of branch operational processes to ensure compliance with credit union policies, procedures, and applicable laws and regulations (e.g., NCUA, BSA/AML, OFAC, Reg CC, Reg E).
• Identify operational gaps, risks, or policy deviations and partner with branch leadership to implement corrective actions.
• Monitor cash-handling, vault, ATM, and security controls to ensure accuracy and adherence to policy.

Audit Preparedness

• Coordinate and conduct pre-audit readiness checks for branches in assigned market.
• Support branches in compiling documentation, reports, and evidence needed for internal and external audits.
• Partner with internal audit, compliance, and risk teams to address findings and ensure timely resolution.
• Track audit results and identify market-wide trends or areas for improvement.

Training & Coaching

• Provide on-the-job training and refresher courses for branch staff on operational procedures, compliance standards, and policy updates.
• Coach staff and leaders on audit best practices, record-keeping, and risk mitigation.
• Assist in onboarding new branch team members with operational and compliance training.

Process Improvement

• Recommend, collaborate on, and help implement consistent operational process enhancements to improve efficiency, accuracy, and compliance.
• Share best practices across the market to create consistency in member service and operational execution.
• Collaborate with retail leadership to evaluate new operational tools, systems, or procedures.

Cross-Functional Collaboration

• Work closely with AVPs, Branch Managers, and support departments to align operational execution with enterprise standards.
• Partner with other Market Operations Leads to ensure consistency across all markets.