Principal Business Operations Transformation Lead

Job Description:

• Design and implement a future-state operating model for a multi-credit-union shared-services organization
• Serve as the primary bridge between business operations, technology, data, AI/automation teams, and project leadership
• Lead current-state discovery, process analysis, requirements definition, KPI baselining, future-state process design, and benefits validation, initially focusing on Deposit Operations
• Lead discovery sessions with credit union and shared-services subject-matter experts
• Document end-to-end current-state processes, workflows, business rules, requirements, systems, controls, data flows, handoffs, exception paths, and manual activities
• Analyze processes across participating credit unions and identify standardization and automation opportunities
• Identify bottlenecks, duplicate activities, workarounds, control gaps, rework, and process-improvement opportunities
• Facilitate interviews and workshops with employees and stakeholders affected by future process changes
• Analyze ACH and share-draft exception processing, returned deposits, ACH research and reclamations, manual payroll processing, card and member-account support, remote/mobile deposit review, and exception and research workflows
• Evaluate and prioritize automation opportunities using workflow orchestration, AI, document intelligence, RPA, and related technologies
• Design future-state workflows addressing exceptions, escalations, human review, and audit requirements
• Translate business needs into business, functional, data, workflow, integration, reporting, and control requirements
• Develop user stories, acceptance criteria, business rules, process models, and requirements traceability documentation
• Partner with solution architects, developers, AI specialists, security teams, and business SMEs
• Support configurable workflows for multiple credit unions, operating models, systems, policies, and approval structures
• Ensure scalability to additional business lines such as Lending and Collections and to future participating credit unions
• Establish operating-metric baselines, including volumes, FTE utilization, cycle time, throughput, errors, rework, exceptions, cost to serve, and service levels
• Develop efficiency and business-benefit estimates, success criteria, benefits-tracking frameworks, and implementation recommendations
• Liaise among operations personnel, credit union leadership, technology teams, compliance stakeholders, and implementation teams
• Support change-readiness assessments, communications, training, knowledge transfer, and transition planning
• Incorporate operational risk, compliance, privacy, security, internal controls, GLBA, NCUA expectations, auditability, third-party risk, explainability, and human-in-the-loop requirements
• Support prototypes, demonstrations, requirements reviews, testing, and user acceptance testing
• Track requirements, assumptions, dependencies, decisions, issues, and scope changes
• Prepare governance and executive/Board decision-gate deliverables and provide status, findings, risks, and recommendations to project leadership and client stakeholders

Requirements:

• Previous credit union experience is a must-have
• Understanding of regulatory and legal issues affecting US financial services and data security requirements affecting credit unions
• Knowledge of Gramm-Leach-Bliley data security and privacy requirements
• Knowledge of SSAE 18 and SOC 2 Type 2
• Knowledge of ISO 27001
• Knowledge of NCUA Regulation 748 A & B
• Knowledge of credit-union software such as Keystone is a must-have
• 7+ years of progressively responsible business analysis, business process transformation, or operational improvement experience
• Demonstrated experience within credit unions, retail banking, banking operations, financial-services shared services, or another highly regulated financial-services environment
• Experience analyzing complex operational processes involving multiple systems, business units, handoffs, controls, and exception scenarios
• Ability to lead requirements-gathering and process-discovery workshops with business and technical stakeholders
• Experience developing current- and future-state process maps, business and functional requirements, user stories, acceptance criteria, business rules, KPI and benefits frameworks, requirements traceability matrices, and process and data-flow documentation
• Experience supporting workflow automation, intelligent automation, RPA, AI-enabled transformation, or digital process redesign initiatives
• Ability to quantify operational improvement opportunities and measure realized business benefits
• Strong analytical skills and proficiency working with operational, financial, and performance data
• Excellent facilitation, interviewing, written communication, and executive presentation skills
• Ability to translate between business stakeholders and technical delivery teams
• Experience working within Agile, iterative, hybrid, or structured implementation methodologies
• Preferred: Direct experience with credit union Deposit Operations or comparable retail banking operations
• Preferred: Experience with ACH, deposit exceptions, remote deposit capture, payments, card servicing, disputes, reconciliations, or account servicing
• Preferred: Experience working with CUSOs, shared-service organizations, or multi-entity operating environments
• Preferred: Familiarity with core banking, workflow, document-management, payment, and financial-services platforms
• Preferred: Experience supporting AI, generative AI, machine learning, document intelligence, workflow orchestration, or automation implementations
• Preferred: Familiarity with multi-tenant operating models and data and workflow segregation across financial institutions
• Preferred: Understanding of GLBA and NCUA requirements
• Preferred: Experience supporting implementations requiring model governance, human-in-the-loop controls, auditability, or explainability
• Preferred: CBAP, CCBA, PMI-PBA, Lean Six Sigma, or comparable business-analysis/process-improvement certification

Benefits:

• Remote work arrangement with travel
• Full-time employment