Director of Strategic Business Operations

The Director of Strategic Business Operations is a leadership role responsible for driving a culture of innovation by identifying opportunities for technology, process, and workflow improvements. Recommend and implement technology-enabled business processes and initiatives that enhance the experience for both members and employees while elevating operational performance, strategic alignment, and organizational efficiency. 

Working under the strategic direction of the VP of Innovation & Credit Union Operations, the Director ensures organizational priorities are translated into coordinated implementation plans and successfully delivered across departments. The Director leads the Strategic Business Operations function, oversees Operational Strategy Analysts and related staff, and is accountable for initiative sequencing, operational readiness, and measurable execution results.

This role focuses on enterprise execution leadership, cross-functional coordination, and operational excellence. The Director ensures initiatives move from concept to implementation efficiently, consistently, and with minimal disruption, strengthening operational performance, employee experience, and member service delivery.

Here's a little about us:

Heritage Financial Credit Union is a member-owned financial institution that is committed to helping our members achieve their financial goals and building a stronger community. We believe that everyone deserves access to affordable financial services, and we are dedicated to providing our members with the tools and resources they need to achieve their financial dreams. Our vision is to be the leading financial institution in the communities we serve, and we are committed to creating a culture of excellence where our employees can thrive. We believe in creating a workplace where everyone feels valued and respected, and where we can all work together to achieve our goals. We recognize that our employees are our most important asset, and we are committed to providing them with the training, development, and opportunities they need to succeed. Our values are at the heart of everything we do. We believe in:

• Integrity: We are honest and trustworthy in all of our dealings with our members, employees, and the community.
• Excellence: We strive to provide our members with the best possible service.
• Teamwork: We believe that we can achieve more together than we can alone.
• Respect: We treat each other with dignity and respect.
• Community: We are committed to giving back to the communities we serve.

If you are looking for a challenging and rewarding career in the financial services industry with a company that is committed to its Mission, Vision and Values, we encourage you to apply and see below for more about the position. We offer a competitive salary and comprehensive employee benefits package, company 401(k) match and generous Paid Time Off.

Salary Range: $84,000 - $105,000 annually, based on experience

Essential Functions and Responsibilities:

1. Lead Execution of Enterprise Initiatives

a. Direct implementation of cross-functional initiatives impacting core banking systems, digital banking platforms, loan origination    workflows, document management systems, automation tools, and operational reporting processes.

b. Translate strategic priorities into actionable implementation plans with defined milestones, ownership, and success metrics.

c. Ensure initiatives are delivered on schedule, aligned across departments, and operationally sustainable after rollout.  

2. Oversee the Credit Union’s Operational Ecosystem

a. Coordinate delivery and optimization across enterprise systems such as core banking, online and mobile banking, lending platforms, document management, contact and voice technologies, and internal workflow tools.

b. Ensure systems work cohesively to support member onboarding, servicing, lending, deposits, digital engagement, and internal operations.

c. Guide execution of system upgrades, integrations, new modules, and process changes impacting these platforms.

3. Lead and Develop the Strategic Business Operations Team

a. Manage and develop Operational Strategy Analysts and related staff responsible for platform optimization, workflow design, and operational system support.

b. Establish team priorities and execution standards.

c. Ensure strong documentation practices, cross-training, and continuity of system knowledge.

4. Manage Initiative Intake, Prioritization, and Sequencing

a. Evaluate incoming requests affecting systems, workflows, or operational processes.

b. Coordinate sequencing of initiatives based on organizational priorities and operational readiness.

c. Provide leadership recommendations regarding timing, dependencies, and delivery impacts.

5. Ensure Operational Readiness and Successful Rollouts

a. Confirm initiatives meet readiness requirements before launch, including workflow validation, testing, access controls, documentation, and communication plans.

b. Coordinate implementation with affected departments.

c. Monitor post-launch results and ensure expected operational improvements are achieved.

6. Partner Across the Organization

a. Work closely with Operations, Lending, Retail, IT, Compliance, Data & Analytics, and other teams to ensure initiatives are adopted effectively.

b. Serve as the operational coordination point for system or workflow changes.

c. Resolve delivery challenges and escalate strategic decisions when necessary.

7. Coordinate with Vendors and Technology Partners

a. Work with system vendors during implementations, upgrades, and enhancement initiatives.

b. Ensure vendor timelines and deliverables align with organizational needs.

c. Provide operational input on system performance and enhancement opportunities.

8. Drive Workflow Improvement and Automation

a. Lead initiatives to streamline workflows, reduce manual processes, and improve operational efficiency.

b. Support adoption of automation tools and standardized processes.

c. Track measurable improvements resulting from operational changes.

9. Monitor Performance and Outcomes

a. Ensure initiatives deliver measurable improvements in efficiency, system utilization, service delivery, or user experience.

b. Partner with analytics teams to define reporting and track results.

c. Provide leadership updates on initiative progress and outcomes.

10. Additional Responsibilities

a. Complete recurring reporting, governance activities, or operational reviews as assigned.

b. Serve as a trusted operational advisor to the VP on execution feasibility, sequencing, and delivery risks.

c. Perform additional duties as assigned.

Experience Required: 

• Minimum of 5–7 years of progressively responsible experience in financial services, credit union operations, banking technology delivery, operational transformation, or business process improvement roles.
• Demonstrated experience leading cross-functional initiatives involving enterprise systems, digital platforms, workflow redesign, or operational automation.
• Prior leadership or supervisory experience managing teams responsible for system optimization, process improvement, or operational delivery strongly preferred.
• Experience working with core banking systems, digital banking environments, loan origination platforms, document management solutions, or comparable enterprise operational systems preferred.
• Experience coordinating vendor implementations, system upgrades, or platform integrations highly desirable

Education/Certification: 

• Bachelor’s degree in Business, Information Systems, Finance, Technology, Operations, or a related field required, or equivalent combination of education and relevant experience. 
• Advanced degree (MBA, MS, or similar) in Business, Operations, Information Systems, Analytics, or related discipline preferred. 
• Relevant professional certifications such as PMP, Lean Six Sigma, Business Analysis (CBAP or similar), or Change Management (Prosci or equivalent) are preferred.

Knowledge: 

• Strong understanding of how enterprise systems support financial institution operations across member onboarding, servicing, lending, deposits, digital engagement, and internal workflows
• Working knowledge of operational controls, data accuracy considerations, and regulatory expectations affecting financial institution systems and processes
• Understanding of system implementation lifecycles, workflow validation, testing practices, and organizational rollout considerations

Skills/Abilities: 

• Proven ability to lead complex operational or technology-enabled initiatives from planning through successful implementation
• Strong organizational leadership and prioritization skills, with the ability to manage multiple initiatives and competing deadlines
• Excellent cross-functional coordination skills and ability to build effective working relationships across departments and leadership levels
• Strong analytical and problem-solving abilities with a focus on operational outcomes and continuous improvement
• Ability to communicate clearly and effectively in both written and verbal formats, including presenting operational updates or recommendations to leadership
• Ability to maintain confidentiality and exercise sound professional judgment
• Strong documentation, planning, and execution discipline
• Professional demeanor and ability to represent the organization positively with staff, vendors, and external partners

Equal Opportunity Statement

Employment at our Credit Union is based upon merit, ability, and qualifications. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.