Job Purpose
The Chief Operations Officer participates in corporate strategy development as part of Cascadia Credit Union’s (CCU) executive team, in accordance with policies, goals and objectives established by the CEO and the Board of Directors. Overseeing and leading the overall branch operations of CCU’s member service teams, the COO manages various teams, including Retail, Commercial, Marketing, and Subsidiary departments, and supports the leadership team in executing strategic goals ensuring the quality and consistency of the member experience. This position establishes and implements plans and strategies to drive fiscal responsibility, ensuring the organization is positioned to sustainably balance corporate goals; continually engaging with external partners and networks to identify business opportunities and best practices to achieve member service excellence and management; identifies short and long-term objectives and contributes to the design and development of policies and programs for member service and corporate marketing strategies.
This position role models leadership, promoting and living CCU values, and fostering a culture where members are at the centre of our decision making, employees are knowledgeable, and CCU is recognized as a committed community partner.
Key Duties & Responsibilities
· Fosters relationships through service excellence and knowledge to support staff and provide leadership to ensure operating efficiency through design and implementation of effective business strategies, plans, and procedures.
· Collaborates with executive leadership to develop corporate strategies and policies; identifies and meets short and long-term objectives and areas of risk, pricing, and marketing.
· Provides direction and leadership to various personnel, resolves operational and administrative problems, and monitors the external environment for potential impacts on CCU performance.
· Analyzes available information, balances operational and strategic considerations, and makes decisions that further CCU's organizational goals.
· Accountable for the successful execution of operational projects and initiatives in support of CCU's strategic and business objectives.
· Develops appropriate channels for the delivery of product lines and services to best meet member needs, including branches, call centres, mobile teams, and partnerships.
· Provides overall management and direction of member service policies, procedures, and objectives.
· Initiates plans and actions to maintain and improve membership growth and seeks new business opportunities to strengthen credit union market presence.
· Develops appropriate systems and structures to best meet the operational needs of the credit union.
· Provides overall management and direction of operational policies, procedures, and objectives.
· Initiates plans and actions to maintain and improve operational performance.
· Leads the organization’s marketing function in the development of corporate wide marketing strategies and initiatives; identifies short and long-term objectives and contributes to the design and development of policies/programs while supporting and preserving the corporate brand.
· Oversees implementation of strategic and market imperatives and initiatives in each business line, monitors results, evaluates, and facilitates operational changes required to ensure they meet changing market and competitive conditions.
· Identifies opportunities for new products and services and oversees related development and implementation activities, as well as developing strategies related to competitive, environmental, and industry trends that may impact market position and member satisfaction.
· Supports employees' development through a demonstrated commitment to coaching and other development activities.
· Builds and leads a high performing team to execute on strategies and to meet current needs and future demands.
· Promotes CCU in the community through active participation in community events and professional associations.
· Provides direction and leadership to various personnel, resolves operational and administrative problems, and monitors the external environment for potential impacts on CCU performance.
Skills & Attributes
· Demonstrates excellent knowledge and high aptitude for computer-based literacy skills and technology, including MS Windows and Office program environments, as well as Anti-Money Laundering and Enterprise Risk Management systems.
· Demonstrated commitment to applying relevant and applicable policies and procedures in the day-to-day performance of the functions of this position.
· Committed to personal growth and development; responsible for ensuring skills and knowledge are up to date to meet industry and position requirements.
· Takes a proactive and respectful approach in addressing problems, issues, or conflict with a positive view to reaching new and better solutions.
· Gains the confidence and trust of others through honesty, integrity, and thoughtful, clear, and open communication.
· Team player, driven to ensure that the whole team is successful in meeting organizational needs.
· Strong leadership, analytical, and problem-solving skills.
· Demonstrates strong attention to detail and accuracy in completing work and providing information.
· Demonstrates strong interpersonal skills and the ability to communicate effectively both verbally and in writing.
· Exceptional time management & organizational skills.
Qualifications
· Minimum four (4) years’ Post secondary education; diploma or degree an asset in business, finance, or a related field.
· Minimum of five (5) years’ experience in management or leadership role.
· Minimum three (3) years’ experience in the credit union sector is considered an asset.
· Combined experience and post-secondary education in areas that directly relate to the financial industry will be considered.
· Demonstrates relevant knowledge and understanding of the external credit union environment.
