Job Description

The Retail Operations Specialist is responsible for driving operational consistency, strengthening controls, and supporting frontline execution across all Harvard FCU branches. This position conducts branch audits, reinforces policies through coaching and training, and partners with cross-functional teams to ensure procedures are clear, aligned, and effective in the branch environment.

This role plays a critical part in identifying process gaps, reducing operational risk, improving staff performance through targeted coaching, and ensuring compliance with established standards. The Retail Operations Specialist also supports incentive validation and participates in cross department collaboration and projects that enhance retail operations.

Job-Specific Responsibilities:

• Conduct planned and surprise branch audits to ensure consistency in processes, controls, and documentation
• Identify operational gaps, risks, and inconsistencies; document findings and track corrective actions to completion
• Provide real-time coaching to branch staff (MSRs, Leads, ABMs, and BMs) to reinforce policies and improve performance
• Develop and deliver training, job aids, checklists, and branch-ready procedures
• Support rollout of new processes and ensure consistent adoption across branches
• Partner with Compliance, Operations, Training, IT, and other teams to align branch-impacting changes
• Identify process improvement opportunities and recommend practical solutions
• Validate and support retail incentive reporting, tracking, and payout processes
• Serve as a resource for branch teams on workflow questions and operational clarification
• Provide occasional in-branch support or coverage as needed
• Participate in cross-functional projects impacting retail operations

Qualifications

Basic Qualifications:

• 3+ years of experience in retail banking or credit union branch operations
• High School Diploma or Equivalent

Additional Qualifications and Skills:

• Experience conducting branch audits or operational reviews
• Experience in compliance, control testing, or quality assurance
• Experience creating training materials, job aids, and process documentation
• Experience with reporting, data validation, or incentive tracking
• Strong ability to coach staff and reinforce operational standards
• Excellent attention to detail with strong follow-through
• Effective written and verbal communication skills
• Proficiency in Microsoft 365 (Outlook, Excel, Word, Teams)