SVP Operations

WHY THIS ROLE EXISTS Metro is bringing together operational execution, risk management, digital innovation, and growth under a leader who understands how a community financial institution works and can see the whole system. The SVP Operations will shape how Metro delivers reliable, forward-looking operations across digital banking, deposits, payments, card services, financial crimes, facilities, risk and compliance, and Metro Contigo.

This leader will turn strategic priorities into executable operating plans, strengthen the controls that protect Metro and its members, and create more scalable, personalized, and efficient member experiences. This role requires more than broad financial-services leadership. It calls for someone who understands the realities of community banking or credit unions, has operated in a highly regulated environment, and brings meaningful experience across payments, risk, and compliance.

Just as important, this leader will stay close to where banking, payments, technology, regulation, products, and member expectations are heading and help Metro translate those changes into smart decisions about what comes next. This is an enterprise leadership role for someone who can modernize complex operations without losing sight of risk, regulatory responsibility, service quality, or the people doing the work. WHAT YOU’LL OWN - The direction and performance of a broad operational portfolio that includes digital banking, card services, payments, rewards and perks, consumer and commercial deposits, financial crimes, facilities and general services, and risk and compliance. - An operating model that connects operational excellence, member experience, risk management, and Metro’s long-term strategic priorities. - Digital and AI-forward transformation that improves processes and experiences while embedding appropriate controls, compliance, data stewardship, and human judgment. - Enterprise risk and compliance oversight across the areas you lead, including governance, internal controls, emerging-risk identification, and regulatory and audit readiness. - The operational performance, governance, and scalability of Metro Contigo across product, retail, operations, compliance, and community engagement. - A strong, future-ready organization of subject matter experts and experienced people leaders, including the leadership depth and succession capability Metro will need as the organization continues to evolve.

WHAT YOU’LL DO - Translate Metro’s strategic priorities into clear operating plans, measurable outcomes, and sustained execution across multiple business lines. - Identify opportunities to simplify work, automate processes, strengthen controls, and improve how members experience Metro. - Lead the continued modernization of operational platforms and practices, ensuring risk and compliance considerations are built into products, processes, and decisions from the beginning. - Strengthen enterprise risk and compliance governance, prepare the organization for regulatory examinations and audits, and ensure emerging risks are identified, understood, and addressed proactively. - Advance Metro’s financial-crimes capabilities across BSA/AML compliance, fraud detection, analytics, reporting, risk assessment, and loss mitigation. - Provide informed leadership across payments and deposit operations, including instant payments, ACH, checks, wires, retirement-account servicing, card services, and digital platforms.

Bring enough firsthand experience to challenge assumptions, understand operational and regulatory implications, evaluate emerging capabilities, and help determine where Metro should invest or evolve. - Oversee facilities, vendor management, records retention, and business continuity planning across Metro’s owned and leased locations. - Turn the vision for Metro Contigo into coordinated execution, clear governance, reliable reporting, and continuous improvement while maintaining accessible, culturally relevant, and compliant member experiences. - Operate as a trusted enterprise leader and thought partner to senior leadership, bringing perspective, judgment, and constructive challenge to complex decisions.

Build alignment across functions when priorities compete, risks are difficult to quantify, or the path forward is not obvious. - Stay informed about developments across community banking, credit unions, payments, digital banking, financial technology, regulation, and emerging products, translating external change into practical implications and opportunities for Metro. - Develop an already-experienced leadership team, strengthening the judgment, enterprise perspective, technical depth, and leadership capability of senior leaders and subject matter experts while intentionally building succession and bench strength across critical functions.

SUCCESS LOOKS LIKE IN 12 TO 18 MONTHS - Established a clear enterprise operating agenda that connects operational performance, risk, member experience, and growth. - Created stronger visibility into performance, risk, service quality, and improvement opportunities across the operational portfolio. - Advanced meaningful automation and process improvements that reduce friction, strengthen consistency, or improve the member experience. - Strengthened risk and compliance governance, internal controls, and readiness for audits and regulatory examinations. - Increased the maturity of fraud-risk assessment, detection, analytics, reporting, and mitigation practices. - Built a scalable operating model for Metro Contigo with clear accountability, cross-functional coordination, reporting, and continuous-improvement practices. - Built greater depth across Metro’s operational leadership bench, with stronger enterprise judgment, clearer succession options, greater accountability, and less dependence on individual leaders for critical knowledge and decision-making. - Established a stronger forward-looking perspective on developments in payments, digital banking, operational technology, risk, regulation, products, and member expectations, with those insights reflected in business priorities and operating decisions. - Built trust across functions by communicating clearly, constructively challenging when needed, making risk-informed decisions, and consistently turning strategy into execution.

YOU’LL LOVE THIS ROLE IF... - You know community banking or credit unions well enough to understand what is different about serving members while balancing growth, service, regulation, risk, and financial performance. - You enjoy leading at the intersection of operations, technology, risk, member experience, and growth. - You see strong controls and innovation as complementary, not competing, priorities. - You can move comfortably between enterprise strategy and the operating detail required to make that strategy real. - You have the credibility to challenge senior leaders thoughtfully, bring different perspectives together, and move important decisions forward without depending on positional authority. - You stay close to where banking, payments, technology, regulation, products, and member expectations are heading and enjoy translating external developments into practical choices. - You want to develop experienced leaders, build succession depth, and make the organization stronger rather than become the answer to every operational question yourself. - You communicate directly, bring structure to ambiguity, and create clarity during periods of significant change.

AI EXPECTATIONS The SVP Operations is expected to help Metro use AI and automation to improve operational speed, quality, insight, consistency, and scale. This includes identifying appropriate opportunities for process automation, analytical decision support, early risk identification, reporting, and more personalized and proactive service. This leader must also ensure AI-enabled practices are implemented responsibly, with appropriate governance, regulatory alignment, risk controls, data stewardship, and human judgment.

PEOPLE LEADERSHIP EXPECTATIONS In addition to the role-specific responsibilities, this position is accountable for leading, coaching, and developing a high-performing team. People managers are expected to create clarity, support strong performance, build employee capability, and model the leadership behaviors expected at Metro. - Build and attract strong talent: Make thoughtful hiring decisions, maintain high standards, and actively contribute to building a strong internal and external talent pipeline. - Set clear expectations and drive performance: Establish clear goals, connect individual work to business priorities, and hold employees accountable for results and behaviors. - Coach regularly and provide meaningful feedback: Hold consistent 1:1 conversations, deliver timely feedback, recognize strong performance, and address concerns directly and constructively. - Develop people for today and tomorrow: Support employee growth through development planning, stretch opportunities, coaching, and career conversations. - Create an engaged and inclusive team environment: Foster a team environment where employees feel respected, informed, supported, and connected to the organization's mission and goals. - Lead through change and model Metro values: Communicate clearly during periods of change, reinforce organizational priorities, and demonstrate the behaviors expected of Metro leaders.

REQUIRED QUALIFICATIONS - Highly motivated self-starter with a growth and results-driven mindset, exceptional energy, and a constant drive to achieve more, improve outcomes, and impact the business. - 10 or more years of progressive leadership experience in banking or credit unions, including meaningful leadership experience within a community bank or credit union. - Demonstrated experience leading complex banking operations and enterprise-level initiatives across multiple operational functions. - Meaningful firsthand experience with payments and deposit operations, with sufficient depth to provide leadership across payment channels, operational processes, controls, risk, and emerging capabilities. - Demonstrated experience operating within risk and compliance frameworks in a regulated financial institution, including operational risk, internal controls, regulatory examinations or audits, and emerging-risk management. - Experience leading and developing experienced people leaders and senior subject matter experts, including intentionally building leadership capability, succession, and bench strength. - Demonstrated ability to influence executive and senior leaders, constructively challenge thinking, build alignment across functions, communicate complex issues clearly, and move consequential decisions forward. - Demonstrated ability to translate strategy into operating plans, priorities, accountability, and measurable results. - Working knowledge of current and emerging developments across community banking and credit unions, payments, digital financial services, regulation, financial technology, products, and member or customer expectations, with the ability to translate those developments into business implications and priorities.

PREFERRED QUALIFICATIONS - Bachelor’s degree in business, finance, or a related field. - Leadership experience across several additional operational areas such as cards, digital banking, fraud, BSA/AML, facilities, vendor management, or business continuity. - Experience leading digital transformation, process automation, member or customer experience innovation, or fintech-enabled operating change. - Experience building or scaling new products, service models, business lines, or cross-functional initiatives. - Experience evaluating or introducing emerging payment capabilities, digital financial products, or technology-enabled operating models within a regulated financial institution. - Experience leading through significant organizational, regulatory, technological, or operating-model change.

Compensation $200,000 - $265,000 annually The salary range listed provides a general expectation for the role. Final compensation is based on a variety of factors, including but not limited to experience, skills, education, certifications, internal equity, and market conditions. Compensation decisions are made in alignment with business needs and the qualifications of each candidate. This position is not eligible for visa sponsorship.

Our Benefits We believe great work starts with supporting our people. That's why we offer a competitive and well-rounded benefits package designed to support your health, financial well-being, career growth, and work-life balance. From medical, dental, and vision coverage to retirement savings, paid time off, learning opportunities, and employee wellness resources, we invest in helping our employees thrive both at work and beyond.

Click here to learn more about our benefits package and employee perks. https://www.metrocu.org/about/careers#benefits Ready to Make an Impact? At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work-life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success.

Join a team where your work makes a real difference in protecting our members and strengthening our community. About Metro Credit Union Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire.

Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program. Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos ("Together We Advance") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers.

Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org http://MetroCU.org.