Assistant Vice President of Retail Operations in Odenton, Maryland at Peake Federal Credit Union

At Peake Federal Credit Union, we're committed to building lasting relationships and being an indispensable financial partner for our members. We proudly serve thousands of members through our branches, digital banking services, and contact center. Every interaction is an opportunity to build trust, provide exceptional service, and make a positive difference.

We're equally committed to creating a workplace where employees are empowered to grow, collaborate, and make a meaningful impact. If you're looking for a career with purpose, a supportive team, and opportunities to grow, we'd love to hear from you.

The Assistant Vice President of Retail Operations provides strategic and operational leadership for the Credit Union's branch network and Contact Center. This position is responsible for delivering an exceptional member experience while ensuring efficient, consistent, and compliant operations across all retail channels. The AVP leads and develops retail teams, monitors performance, identifies opportunities for improvement, and partners with executive leadership to advance organizational goals and initiatives.

• Lead branch and Contact Center operations, ensuring efficient, accurate, compliant, and member-focused service delivery.

• Lead, coach, and develop retail staff; ensure appropriate staffing, training, performance, and accountability.

• Establish and monitor operational, service, sales, and production goals and use performance data to drive improvements.

• Promote a consistent member experience and resolve escalated member concerns and operational issues.

• Ensure compliance with applicable laws, regulations, policies, procedures, and internal controls, including BSA/AML, OFAC, and branch security.

• Evaluate and improve retail processes, technology, workflows, and service delivery to enhance efficiency, risk management, and member experience.

• Partner with executive leadership on strategic initiatives, business planning, organizational growth, and operational priorities.

• Provide operational reporting, analysis, and recommendations to support decision-making.

• Monitor industry trends, competitive practices, and member feedback to identify opportunities for improvement.

• Support operational training, budgeting, succession planning, and development of future retail leaders.

This is a full-time exempt position. Leaders are expected to maintain a regular on-site presence during core business hours while exercising the flexibility necessary to meet the responsibilities of their role. Work schedules are determined by business and operational needs and may require occasional early morning, evening, or weekend commitments.

Required Qualifications

• Associate's degree from an accredited college or university.

• Five years of similar or related experience with a financial institution. Supervisory experience is required.

• Equivalent combinations of education and experience may be considered.

• Strong leadership and people management skills

• Excellent communication and interpersonal skills

• Member-focused mindset and commitment to service excellence

• Strong analytical, problem-solving, and decision-making skills

• Knowledge of branch and Contact Center operations

• Knowledge of banking or credit union products, services, and operations

• Understanding of regulatory and compliance requirements

• Ability to analyze performance data and identify opportunities for improvement

• Ability to lead change and implement new processes and initiatives

• Strong organizational and time-management skills

• Ability to build effective relationships and collaborate across departments

• Ability to coach, develop, and hold employees accountable

• Sound judgment and attention to detail

• Proficiency with Microsoft Office and business systems

Preferred Qualifications

• A Bachelor's degree in Business Administration, Finance, Management, or a related field is preferred.

Other Requirements

Travel for meetings, training, conferences, and branch visits is required. Must be willing and able to work at and travel between any of our locations on an as needed basis. Ability to work additional hours as necessary to meet organizational needs is required.

The salary range for this position is $100,700 to $151,000 annually, with a midpoint of $125,800. This range reflects current market compensation data and our commitment to competitive, equitable pay. The starting rate is based on the applicant's relevant experience, qualifications, and internal equity considerations. Most new hires are offered a starting rate between the minimum and midpoint of the range, although placement elsewhere in the range may be appropriate based on the candidate's qualifications and experience.

At Peake, we value our employees and are committed to providing a workplace where you can grow, contribute, and succeed. We offer:

• Competitive compensation

• Meaningful work serving our members and community

• Medical, dental, and vision insurance

• 401(k) retirement plan with employer contribution

• Paid time off and holidays

• Professional development opportunities

• A collaborative and supportive team environment

Benefits and eligibility vary based on employment status and other factors.

Employment is contingent upon successful completion of a background check, including a criminal history review and credit check, as permitted by applicable laws and regulations.

Peake Federal Credit Union is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.