Job Title: VP, Member Operations – Chatsworth
Overview:
The VP, Member Operations provides strategic oversight for member operations, operational support, technology initiatives, compliance, and process improvement to deliver efficient, compliant, and member-centered service.
The ideal candidate is a senior financial services operations leader with experience leading multi-function teams, strengthening controls, improving efficiency, and advancing organization-wide initiatives.
What You Will Do:
- Own the operational lifecycle of consumer and business member relationships, aligning processes, systems, controls, and service delivery to support compliant, scalable growth.
- Develop and maintain operational policies, procedures, and controls for consumer and business accounts.
- Ensure timely completion of tax, IRA, compliance, and escheatment reporting with appropriate documentation and controls.
- Establish and report operational KPIs for service, productivity, risk, process effectiveness, and strategic progress.
- Partner across business lines, Contact Center, Digital, IT, Fraud, Payments, Compliance, and branches to resolve operational gaps and improve handoffs.
- Identify root causes and service gaps, and implement improvements that reduce risk, strengthen controls, and improve member and team member experience.
- Lead workflow redesign, automation, control enhancements, and measurable improvements in service quality, cycle times, and efficiency.
- Monitor turnaround times, error and rework rates, escalations, complaints, SLA performance, and workflow adoption.
- Ensure compliance with applicable BSA, AML, OFAC, Fair Lending, Regulation E, GLBA, and banking or credit union requirements.
- Lead audits, risk assessments, corrective actions, and operational risk guidance.
- Set ownership, service standards, escalation paths, and performance reporting across operational functions.
- Lead operational transformation and technology initiatives that improve efficiency, quality, scalability, and service delivery.
- Resolve operational issues, support training, maintain procedures, and ensure consistent interpretation of requirements.
- Develop and manage operational budgets, forecasts, and resource allocation.
- Provide operational performance reporting and recommendations to executive leadership.
- Maintain industry relationships to monitor regulatory changes and support timely implementation. Lead top-down risk analysis, real-time control issue detection, escalation, root-cause analysis, and remediation.
- Provide operational risk guidance and analysis for new products, services, and initiatives.
- Demonstrate comprehensive knowledge of IRA requirements and individual and business account vesting and structures.
