Principal Business Operations Transformation Lead

This is a fully remote position, open to applicants in Florida.

📋 Description

• Create and execute a future-state operational framework for a shared-services organization encompassing multiple credit unions.

• Act as the key intermediary among business operations, technology, data, AI/automation teams, and project leadership.

• Oversee current-state assessments, process evaluations, requirements identification, KPI baselining, future-state process design, and benefits validation, with an initial emphasis on Deposit Operations.

• Facilitate discovery sessions with subject-matter experts from credit unions and shared-services.

• Record comprehensive end-to-end current-state processes, workflows, business rules, requirements, systems, controls, data flows, handoffs, exception paths, and manual activities.

• Examine processes across participating credit unions to uncover opportunities for standardization and automation.

• Identify inefficiencies, redundant activities, workarounds, control deficiencies, rework, and potential areas for process enhancement.

• Conduct interviews and workshops with employees and stakeholders impacted by prospective process changes.

• Analyze ACH and share-draft exception handling, returned deposits, ACH inquiries and reclamations, manual payroll processing, card and member account support, remote/mobile deposit review, as well as exception and research workflows.

• Assess and prioritize automation possibilities utilizing workflow orchestration, AI, document intelligence, RPA, and related technologies.

• Design future workflows that address exceptions, escalations, human reviews, and audit requirements.

• Convert business needs into business, functional, data, workflow, integration, reporting, and control specifications.

• Produce user stories, acceptance criteria, business rules, process models, and documentation for requirements traceability.

• Collaborate with solution architects, developers, AI specialists, security teams, and business subject-matter experts.

• Support adaptable workflows for various credit unions, operating models, systems, policies, and approval processes.

• Ensure scalability to additional business lines such as Lending and Collections and to future participating credit unions.

• Set operating metric baselines, including volumes, FTE utilization, cycle times, throughput, errors, rework, exceptions, cost to serve, and service levels.

• Formulate efficiency and business-benefit estimates, success criteria, benefits-tracking frameworks, and implementation recommendations.

• Act as a liaison among operational personnel, credit union leadership, technology teams, compliance stakeholders, and implementation teams.

• Assist with change-readiness assessments, communications, training, knowledge transfer, and transition planning.

• Integrate 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.

• Monitor requirements, assumptions, dependencies, decisions, issues, and scope alterations.

• Prepare governance and executive/Board decision-gate deliverables and provide updates, findings, risks, and recommendations to project leadership and client stakeholders.

⛳️ Requirements

• Prior experience at a credit union is essential.

• Knowledge of regulatory and legal considerations impacting US financial services and data security mandates for credit unions is necessary.

• Familiarity with Gramm-Leach-Bliley data security and privacy standards.

• Understanding of SSAE 18 and SOC 2 Type 2 requirements.

• Awareness of ISO 27001 standards.

• Knowledge of NCUA Regulation 748 A & B.

• Proficiency with credit-union software such as Keystone is required.

• Over 7 years of progressively responsible experience in business analysis, business process transformation, or operational improvement.

• Proven experience in credit unions, retail banking, banking operations, financial-services shared services, or another highly regulated financial-services setting.

• Experience in analyzing intricate operational processes that involve multiple systems, business units, handoffs, controls, and exception scenarios.

• Capability to lead requirements-gathering and process-discovery workshops with both business and technical stakeholders.

• Experience in 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.

• Background in supporting workflow automation, intelligent automation, RPA, AI-driven transformation, or digital process redesign projects.

• Ability to quantify operational improvement opportunities and assess realized business benefits.

• Strong analytical abilities and proficiency in handling operational, financial, and performance data.

• Excellent facilitation, interviewing, written communication, and executive presentation skills.

• Proficient in bridging the gap between business stakeholders and technical delivery teams.

• Experience with Agile, iterative, hybrid, or structured implementation methodologies is preferred.

• Preferred: Direct involvement with credit union Deposit Operations or equivalent retail banking operations.

• Preferred: Exposure to ACH, deposit exceptions, remote deposit capture, payments, card servicing, disputes, reconciliations, or account servicing.

• Preferred: Experience with CUSOs, shared-service organizations, or multi-entity operating frameworks.

• Preferred: Familiarity with core banking, workflow, document management, payment, and financial-services platforms.

• Preferred: Experience in supporting AI, generative AI, machine learning, document intelligence, workflow orchestration, or automation implementations.

• Preferred: Understanding of multi-tenant operating models and data and workflow segregation across financial institutions.

• Preferred: Knowledge of GLBA and NCUA requirements.

• Preferred: Experience in supporting implementations that require model governance, human-in-the-loop controls, auditability, or explainability.

• Preferred: CBAP, CCBA, PMI-PBA, Lean Six Sigma, or similar business analysis/process improvement certifications.

🏝️ Benefits

• Flexible remote work arrangement with travel opportunities.

• Full-time employment.