Chief Operating Officer (COO)

Key Responsibilities

• Work with the CEO and Senior Management Team to develop and deliver the credit union strategic objectives.

• Lead and develop multidisciplinary teams across multiple operational functions, including managers and team leaders.

• Ensure the effective, efficient and member-focused delivery of day-to-day operations.

• Ensure members receive accessible, fair and reliable services, using complaints, member feedback and service performance data to continuously improve outcomes.

• Establish clear performance measures, accountability and management information across operational areas.

• Lead organisational change, transformation and continuous improvement programmes that improve operational effectiveness, member experience and organisational performance.

• Oversee operational systems and support improvements in technology, data protection, information security and digital capability.

• Support the development of new products, services and business opportunities.

• Ensure operational risks are identified, assessed, recorded, escalated and addressed appropriately.

• Ensure the organisation meets all regulatory, legal and compliance obligations.

• Manage operational budgets and ensure resources provide value for money.

• Support the CEO and Board through operational reporting, performance information and recommendations.

• Build effective relationships with employees, volunteers, members, regulators, suppliers, partners and sector stakeholders.

Essential Criteria

• At least 5 years experience managing teams of 15 or more people across multiple functions.

• Significant senior management or executive-level experience.

• Experience leading multidisciplinary teams and managers.

• Strong track record of translating strategy into operational delivery.

• Experience leading organisational change and improving operational efficiency.

• Experience within a regulated environment, including compliance, risk management and internal controls.

• Knowledge of the UK FCA/PRA regulatory environment.

• Understanding of operational resilience and business continuity.

Desirable Criteria

• Experience within a credit union, mutual, building society, bank or other financial services organisation.

• Experience of digital transformation and technology-enabled change.

• Experience of working in a member-owned or purpose-led organisation.

• Relevant professional qualification (e.g. MBA, CMI, CIPD or financial services qualification).