About this role
Chief Operating Officer (COO)
Key Responsibilities
- Work with the CEO and Senior Management Team to develop and deliver the credit union strategic objectives.
- Lead and develop multidisciplinary teams across multiple operational functions, including managers and team leaders.
- Ensure the effective, efficient and member-focused delivery of day-to-day operations.
- Ensure members receive accessible, fair and reliable services, using complaints, member feedback and service performance data to continuously improve outcomes.
- Establish clear performance measures, accountability and management information across operational areas.
- Lead organisational change, transformation and continuous improvement programmes that improve operational effectiveness, member experience and organisational performance.
- Oversee operational systems and support improvements in technology, data protection, information security and digital capability.
- Support the development of new products, services and business opportunities.
- Ensure operational risks are identified, assessed, recorded, escalated and addressed appropriately.
- Ensure the organisation meets all regulatory, legal and compliance obligations.
- Manage operational budgets and ensure resources provide value for money.
- Support the CEO and Board through operational reporting, performance information and recommendations.
- Build effective relationships with employees, volunteers, members, regulators, suppliers, partners and sector stakeholders.
Essential Criteria
- At least 5 years experience managing teams of 15 or more people across multiple functions.
- Significant senior management or executive-level experience.
- Experience leading multidisciplinary teams and managers.
- Strong track record of translating strategy into operational delivery.
- Experience leading organisational change and improving operational efficiency.
- Experience within a regulated environment, including compliance, risk management and internal controls.
- Knowledge of the UK FCA/PRA regulatory environment.
- Understanding of operational resilience and business continuity.
Desirable Criteria
- Experience within a credit union, mutual, building society, bank or other financial services organisation.
- Experience of digital transformation and technology-enabled change.
- Experience of working in a member-owned or purpose-led organisation.
- Relevant professional qualification (e.g. MBA, CMI, CIPD or financial services qualification).