Director of Retail Operations

FedChoice Federal Credit Union

10001 Willowdale Rd

Lanham, MD


Position Description


As FedChoice continues to grow, we are seeking a talented and experienced Director of Retail Operations to join our leadership team.


What you'll be doing...


FedChoice is looking for a Director of Retail Operations who will be responsible for overseeing all retail Financial Service Centers, cultivating member relationships, maintaining brand integrity, and embodying our mission, vision, and values.  You will direct branch operations, implement sales & service strategies in line with the Credit Union's Sales & Service model, and enforce policies and procedures to drive efficiency. 


Key areas of focus...


  • Develops and implements strategic and operational initiatives to drive sales activities and optimize Center performance.
  • Aligns Center goals and objectives with the Credit Union's strategic plan, ensuring a cohesive approach to achieving organizational objectives.
  • Ensures Retail Operation related goals, including member service levels, are aligned with the Credit Union’s Strategic objectives, and are achieved.
  • Reviews and evaluates industry trends and keeps service centers up to date with standardized systems and capabilities for delivering member services.
  • Assists in the development and implementation of new products and services for the improvement of Center operations and credit union profitability, along with work processes and the enhancement of delivery channels.
  • Develops and implements strategies to motivate and hold employees accountable for achieving sales and service targets.
  •  Drives sales and service activities across all Centers, setting clear targets and performance metrics. 
  • Develops and implements strategies to motivate and hold employees accountable for achieving sales and service targets.
  • Develops and monitors Center budgets and business performance. Manages and oversees expenses. Pursues cost-saving measures.
  • Ensures products and services are sold and delivered in accordance with established standards and procedures while maintaining the integrity and quality of all programs. Establishes and monitors staff goals, and coaches staff to help them achieve their goals.
  • Conducts performance appraisals on Center Managers and other direct reports. Assists Center Managers in developing performance appraisals and suggests changes as needed. Suggests and implements corrective actions as needed. 
  • Ensures staffing levels are appropriate and staff are efficiently and effectively managed.
  • Provides back-up services as the FSC Manager when needed. 
  • Any other duties as assigned.




You should have:


  • Bachelor's degree in finance, business administration, or a related field.
  • Minimum of 8 years of experience in retail banking, credit union, or financial services with at least 5 years in a leadership role.
  • Understanding of all branch operations and functions.
  • Knowledge of legal and regulatory requirements. 



  • Experience overseeing multiple branches
  • Knowledge of Symitar
Job Position Type
Application Deadline
Jun. 21, 2024