Is now inviting applications for the following position:
Chief Operations Officer (Ref.
WMCU COO 2025)West-Midlands Credit Union is one of Ireland's largest community Credit Unions and was created following the strategic merger of St Jarlath's Credit Union & Athlone & Castlerea Credit Unions in early 2025.
Our core value is to promote the financial wellbeing of our members, while helping to develop vibrant communities that are socially, economically and environmentally sustainable.
This is a unique opportunity to join a strong, successful and growing financial institution and to shape the Credit Unions future success and strategy, through managing and continually improving the operational function, nurturing a member service culture.
Role location is Tuam or Athlone.
Principal responsibilities of the Role:The Chief Operations Officer (COO) will report to the CEO, be part of the senior leadership team, and will be primarily responsible for the management and leadership of the Member Service Team, across all our offices and supporting, supervising and guiding the team to continually improve how they serve our members.
The COO will instil the highest standard of service in the branch, within our Member Service Centre and across all channels, ensuring continual people development, service and process improvement, and adapting resources and embracing technology for the greatest impact.
The COO will be responsible for Health & Safety across our footprint and ensuring a quality system of operational oversight and measurement is in place to embed control and performance excellence.
Key Responsibilities:Identify process improvements and IT system efficiencies, ensuring the member service experience is efficient, effective to the highest service levels and fully compliant with its regulatory & risk requirements.Enhance team capabilities, coaching member facing teams in service excellence, as they enhance member experience and drive member satisfaction, progressing to a quality advisory service model.Document operational procedures through workflow maps and analysing the same to drive improvement.In collaboration with the Head of Lending, manage and optimise multi-channel member engagement and business onboarding through the branch network and Member Services Centre.Managing the cash operations for the Credit Union across all sites.Responsibility for the management of all front-line employees, ensuring appropriate resource levels to achieve best-in-class member experience, while providing training to ensure required competency.Ensure that "Right First Time" service approach is embedded across all Member Services team members.Working with Member Engagement, Business Development and Marketing functions, cultivate a member centric culture of proactive member engagement, establishing needs and providing solutions.Take the lead on the deployment and roll out of all new products and services from a member facing perspective.Stay abreast of advances and improvements in people, processes, technology, and organisation to achieve continuous growth, performance and member service improvements.Develop and continually enhance an Operations Reporting structure that best informs quality decision making within the function while communicating key strategic metrics/KPIs to all business stakeholders.The successful candidate should have the following:Minimum of QFA qualifiedSignificant Financial Services Operations Leadership experience desired in high volume process environments, managing multiple teams to achieve business wide goalsAbility to focus on target delivery within agreed budgetary constraints.Demonstrable experience in process re-engineering to improve process excellence and efficiency.Quality communicator with the ability to influence in verbal, written, presentation or digital settings.Ability to manage multiple competing workstreams simultaneously and meet deadlines, adhering to high standards of personal and professional integrityStrong Commercial Acumen with an understanding of the evolving credit union model and ethosExperience working in the financial service industry with credit union experience is preferable.Proactive and positive change agent, and a team player who can work with all stakeholders.How to Apply:
Applications including CV and cover letter by email addressed to: ******
Applicants should state clearly the reference number: WMCU COO 2025 Closing Date for receipt of applications is Monday, June 2nd 2025
Shortlisting may apply, and assessment will be undertaken based on the
Information provided in the application
West-Midlands Credit Union Ltd is an Equal Opportunities Employer
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