Senior Vice President, Head of Branch Operations

Overview

Navy Federal Credit Union (NFCU) is the world's largest credit union, serving over 14.3 million members globally. As a member-owned, not-for-profit financial institution, our mission is to put members first, offering financial services tailored to the unique needs of military personnel, veterans, their families, and Department of Defense (DoD) employees.

With 366 branches worldwide, including 178 branches on or near military installations and a network of 30,000+ free ATMs, Navy Federal is committed to ensuring financial accessibility and exceptional service. Our operations are powered by over 25,000 employees, each dedicated to delivering best-in-class financial solutions and member experiences.

The Head of Branch Operations will lead and optimize Navy Federal's global branch network, ensuring the seamless delivery of exceptional member experiences while driving operational efficiency, technology integration, and strategic growth.

This executive will be responsible for branch performance, service excellence, financial growth, and workforce engagement, while ensuring alignment with regulatory standards and organizational values.

Additionally, this role will provide executive leadership for the Overseas Military Banking Program (OMBP), which includes overseeing 60 Military Banking Facilities (MBFs) and 272 ATMs across Department of Defense military installations in Europe and the Pacific. The SVP will ensure seamless financial service delivery to active-duty service members and their families stationed overseas, strengthening Navy Federal's global military banking presence.

Responsibilities

Strategic Leadership & Member Experience

• Develop and execute a branch operations strategy that enhances financial accessibility, efficiency, and engagement across all NFCU locations.
• Align NFCU's in-branch experience with digital banking innovations, ensuring a seamless omnichannel service model.
• Lead branch expansion, relocation, and optimization efforts to strengthen NFCU's footprint in key markets, including military bases, international locations, and underserved communities.
• Champion tailored support for military-affiliated members, ensuring that military families receive exceptional, mission-aligned financial services.
• Ensure that NFCU branches serve as trusted community hubs, providing financial education, resources, and personalized service to all members.
• Work horizontally across departmental and corporate boundaries to develop and co-design large-scale solutions in support of Navy Federal Strategic Initiatives.
• Champion the formulation and successful delivery of financial education aimed at enhancing financial literacy for our members and team members.

Overseas Military Banking Program (OMBP) Executive Leadership

• Oversee 60 Military Banking Facilities (MBFs) and 272 ATMs as part of the DoD's Overseas Military Banking Program (OMBP), ensuring seamless banking services for active-duty military personnel stationed abroad.
• Ensure compliance with DoD financial regulations and operational standards while maintaining high service levels across NFCU-operated MBFs.
• Collaborate with military leadership, government officials, and DoD partners to align banking operations with the needs of service members and their families.
• Strengthen strategic alignment between NFCU and the Department of Defense, enhancing military banking service accessibility.
• Optimize foreign currency services, local ATMs, digital banking accessibility, and financial service offerings for overseas members.
• Represent NFCU in DoD financial policy discussions and military banking forums to advocate for innovation and service enhancements within overseas installations.

Operational Excellence & Financial Performance

• Optimize branch operations, balancing high-touch member service with cost-effective, scalable models to improve efficiency.
• Oversee branch staffing, workforce development, and leadership succession planning, ensuring a high performing, engaged team.
• Implement data-driven decision-making, leveraging analytics, member insights, and key performance indicators (KPIs) to measure success.
• Lead the integration of automation, AI-driven service enhancements, and self-service banking tools into the branch network.
• Drive operational risk management, compliance, and fraud prevention strategies, ensuring adherence to industry regulations and NFCU's high ethical standards.

People Leadership & Talent Development

• Provide visionary leadership to NFCU's branch managers, regional directors, and support teams, fostering a member-centric, performance-driven culture.
• Develop and implement talent retention and upskilling programs to build future-ready branch leadership.
• Partner with HR and Learning & Development teams to enhance training on financial wellness, military-specific banking needs, and member service best practices.
• Drive collaboration between in-branch teams, contact centers, and digital banking channels to ensure a cohesive and aligned service experience.

Cross-Functional Collaboration & Stakeholder Engagement

• Serve as a strategic advisor to the CEO, COO and executive leadership team, influencing enterprise-wide decisions on member experience, digital transformation, and operational strategy.
• Partner with Marketing, Product Development, and Member Experience teams to enhance branch-driven financial product adoption.
• Build strong relationships with military, veteran, and government organizations, positioning NFCU as a trusted financial partner.
• Represent NFCU at industry forums, regulatory discussions, and military town halls, advocating for financial empowerment and community engagement.

Qualifications

• 15+ years of leadership experience in branch banking, retail financial services, or multi-location operations.
• Proven track record of leading large-scale branch operations (100+ locations preferred) with a focus on service excellence, efficiency, and financial growth.
• Experience in omnichannel banking strategies, with a deep understanding of the intersection between physical branches and digital banking evolution.
• Strong business operations and financial acumen with expertise in branch performance metrics, P&L management, and operational cost control.
• Expertise in military financial services, with a passion for providing mission-driven banking solutions for active-duty service members, veterans, and their families.
• Deep understanding of regulatory requirements affecting financial institutions, including NCUA, CFPB, and compliance frameworks.
• Experience in leading change management initiatives, particularly around technology adoption, process improvement, and workforce transformation.
• Extensive experience managing cross-functional, multi-dimensional teams and projects of high complexity.
• Bachelor's degree in a related field, or the equivalent combination of education, training, and experience.

Desired Qualifications

• Prior EVP or SVP-level leadership experience in a credit union, retail banking, or military financial services institution.
• A combined total of 20 years or more of military service, experience working or supporting the military, and executive-level leadership.
• Experience managing international or military base branch networks.
• Familiarity with AI-driven member service technologies and automation strategies.
• Strong public speaking and stakeholder engagement skills, with experience representing organizations at industry events, government forums, and or board meetings.
• Advanced degree in Business, Management, Economics, Finance, or related field.

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180

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