Municipal Credit Union · 1 month ago
Manager, Retail Simplicity Partner
Cortlandt Street, New York, NY, US
Full-time
Hybrid
Mid, Senior Level
$160K/yr - $185K/yr
5+ years expMunicipal Credit Union is a long-established financial institution dedicated to providing affordable financial products and services. The Manager, Retail Simplicity Partner is responsible for leading retail operations and contact center programs to enhance member experiences and operational efficiency.
BankingFinanceFinancial Services
Responsibilities
Lead the full lifecycle of retail and contact center programs—from ideation and design to implementation and performance optimization
Identify and evaluate new initiatives that enhance operational efficiency, elevate the member experience, and support MCU’s service strategy
Serve as the business lead on cross-functional projects, including UAT, case management, vendor management, and issue resolution
Conduct risk assessments and implement mitigation strategies to safeguard retail branches and contact center
Analyze workflows across support and card operations to identify gaps, inefficiencies, and automation opportunities
Develop and implement solutions that streamline processes, reduce manual effort, and improve staff and member adoption
Collaborate with Technology and Operational Agility teams to align systems (CRM, Core platforms, lending platforms, contact center tools, etc.) with member service goals
Maintain and evolve policies, procedures, job aids, and knowledge resources to ensure consistency and operational excellence
Oversee compliance processes related to cash management, member data, payments, fraud prevention, and operational controls
Ensure programs meet regulatory, network, and internal standards through proactive oversight and documentation
Lead readiness efforts for audits, exams, and executive reviews related to retail branches, ATM, and Contact Center
Design and deliver onboarding, training, and readiness programs for retail branches, contact center, and ATM teams
Create and distribute communications that support learning, engagement, and cross-departmental alignment
Monitor adoption and performance of initiatives using data-driven insights
Provide executive-level reporting on service performance, operational metrics, and strategic recommendations
Ensure data quality and leverage reporting tools to demonstrate operational performance and member impact
Qualification
Required
Bachelor's degree or equivalent experience
Minimum 5 years of management experience in credit operations or a related field
Proven success in leading cross-functional projects and driving operational results
Strong analytical, communication, and relationship-building skills
Demonstrated ability to lead change, manage complexity, and influence outcomes
Strategic thinker with a track record of innovation and results
Skilled in managing effective teams that default to action and accountability
Proven ability to build relationships across all levels of the organization
Committed to developing others and fostering inclusive, high-performing teams
Effective communicator and facilitator of change
Benefits
Medical and dental benefits
401K with employer match
Flexible paid time off
Company
Municipal Credit Union
Municipal Credit Union has been serving the financial needs of our members since 1916.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Kyle Markland
Chief Executive Officer
Frank Madeira
Chief Financial Officer
Recent News
2025-05-16
Digital Trends
2025-03-29
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