Senior Director of Retail Banking

Who Are We?

With an "A" health rating and solid year-over-year growth, San Francisco Federal Credit Union's (SFFedCU) membership is now over 43,000 with assets surpassing $1.3 billion and branches located in San Francisco and San Mateo County. Continuing along it highly successful growth trajectory, SFFedCU is seeking a Senior Director of Retail Banking for our Golden Gate Branch in San Francisco.

The Position

The Senior Director of Retail Operations plays a key leadership role in shaping and enhancing the performance of the credit union's retail operations network and branch support functions. This position is responsible for driving operational excellence across all branch locations by leading continuous improvement initiatives, strengthening operational efficiency, and ensuring a seamless, high-quality member experience.

Working closely with branch leaders and executive management, the Senior Director provides strategic direction in areas including operational performance, compliance, process optimization, records oversight, and service delivery. This leader will champion consistency, elevate organizational standards, strengthen internal controls, and help ensure the credit union remains aligned with regulatory requirements, business objectives, and its commitment to exceptional member service.

Key Responsibilities Operational Oversight

• Lead and optimize operational processes across branch locations to improve efficiency, consistency, risk management, and service delivery.
• Ensure compliance with banking regulations, internal policies, record retention standards, and operational procedures.
• Review operational reports, file maintenance activity, and internal records to ensure accuracy, compliance, and adherence to established controls.
• Develop and enhance retail delivery procedures to strengthen operational effectiveness and support regulatory readiness.
• Lead operational readiness efforts for new systems, products, and process implementations.
• Conduct onsite operational reviews to identify opportunities for stronger controls, improved documentation, and procedural consistency.
• Partner with executive and branch leadership to address operational and risk-related matters and recommend practical solutions.
• Support business continuity planning, operational risk initiatives, and executive reporting as needed.

Training & Development

• Identify operational training needs and collaborate with branch leadership and training teams to support employee development and process adoption.
• Promote ongoing operational education that strengthens performance, compliance, and service quality across the branch network.

Performance Management

• Establish and monitor operational performance metrics and analyze trends to identify opportunities for continuous improvement.
• Conduct branch operational assessments and audits to ensure efficiency, consistency, and adherence to policies and procedures.

Member Experience & Service Excellence

• Champion initiatives that enhance member service, operational consistency, and overall satisfaction across all branch locations.
• Support high service standards and assist in resolving escalated operational and member service issues in a timely, professional manner.

Who Are You?

Requirements, Skills, and Abilities

• 8+ years of progressive experience in retail banking or credit union operations.
• 3+ years of experience supporting or overseeing multi-branch retail operations.
• Strong knowledge of banking regulations, operational controls, compliance standards, and retail banking procedures.
• Experience with operational audits, file maintenance review, internal controls, and regulatory compliance oversight preferred.
• Demonstrated ability to lead operational improvement initiatives and manage organizational change.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Outstanding communication and interpersonal skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Proven ability to build collaborative relationships across departments and branch teams.
• Ability to work flexible hours as needed, including Saturdays, holidays, and overtime when required.
• Proficiency with Microsoft Office and banking or credit union operating systems.
• Success in this role requires an active onsite presence across branch locations, with approximately 60%-80% of time dedicated to in-branch leadership, operational support, and team collaboration.

Why You'll Love It Here

You'll work alongside a passionate team in a mission-driven organization, get exposure to executive decision-making, and grow your skills across a broad range of functions. No two days will be the same-and that's exactly how you like it.

The compensation package includes an excellent benefits program including health insurance plans, generous PTO, 401(k) Plan, profit sharing, competitive base, bi-annual bonuses, as well as tuition reimbursement.

SFFedCU is an Equal Employment Opportunity Employer. In accordance with federal and state laws, SFFedCU does not discriminate in employment because of race, color, religion, sex, national origin, age, physical and mental disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition (associated with cancer, a history cancer or genetic characteristics), veteran or military status, sexual orientation, gender, gender identity or gender expression, HIV/AIDS status, genetic information or any other characteristic protected by law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.