Regional Operations Excellence Manager

ABOUT THE ROLE

The Regional Operations Excellence Manager (ROEM) is responsible for leading operational excellence across
Bow Valley Credit Union's branch network by driving operational consistency, regulatory compliance,
quality assurance, process standardization, and continuous improvement. 

Working closely with the Vice President, Retail Banking, Branch Managers, and cross-functional departments, the incumbent serves as BVCU's operational subject matter expert, ensuring branch operations are efficient, consistent, compliant, and aligned with organizational objectives.

The position acts as the operational counterpart to the Regional Member Excellence Manager by
translating strategic initiatives into effective operational execution while supporting organizational
growth, risk management, and an exceptional member experience.

RESPONSIBILITIES

Operational Governance & Standards

• Develops, implements, and maintains branch operating standards, standard operating
  procedures (SOPs), and operational governance documentation.


• Ensures operational consistency across all branch locations.


• Monitors adherence to operational standards and recommends improvements as business
  needs evolve.


• Supports regulatory compliance and operational controls.
  

Operational Excellence & Continuous Improvement

• Leads process mapping, workflow reviews, and continuous improvement initiatives.


• Identifies opportunities to improve efficiency, effectiveness, and consistency.


• Supports automation and operational optimization initiatives.


• Measures and reports on operational improvement outcomes.

Quality Assurance & Operational Reviews

• Conducts branch operational reviews and quality assurance assessments.


• Develops operational performance measures and monitors key operational indicators.


• Identifies trends, risks, and opportunities for improvement.


• Supports audit readiness and corrective action planning.

Project & Change Management

• Coordinates implementation of new products, systems, and operational initiatives.


• Supports organizational change management and operational readiness.


• Monitors adoption and sustainability of operational changes.

Training & Knowledge Management

• Develops and maintains operational onboarding standards, procedures, and job aids.


• Coordinates operational training requirements.

Organizational Development & Teamwork

• Collaborates across departments to support operational excellence initiatives.


• Provides recommendations regarding process improvements and organizational effectiveness.


• Promotes a collaborative, member-focused culture.


• Performs other duties consistent with the purpose of the role.

Compliance Responsibilities

• Ensures compliance with BVCU policies, procedures, and applicable legislation.


• Supports operational risk management and internal controls.


• Protects confidential information and promotes sound governance.

REQUIREMENTS

Core Skills & Competencies

• Operational leadership and continuous improvement mindset.


• Project and change management skills.


• Process mapping and workflow analysis.


• Quality assurance and audit experience.


• Strong communication, coaching, and influencing skills.


• Analytical thinking and problem-solving ability.


• High integrity and professionalism.

Education & Qualifications

• 7 - 10 years of progressive financial services experience.


• 3 - 5 years in retail banking operations or leadership.


• Experience developing operational procedures and standards.


• Post-secondary education in Business or related field preferred.


• Lean, Six Sigma, Prosci, PMP, or similar certification considered an asset.

WORKING CONDITIONS:

• Administration (Location TBD), Cochrane, Alberta with regular travel to branches.


• Full-time position in an office environment with periodic travel.


• Moderate physical demands and extended computer use.

Note: This description provides an overview of the position and is not exhaustive. Responsibilities may evolve, and changes may be made at the discretion of Bow Valley Credit Union.