Retail Operations Specialist

Requirements

• Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.
• 3+ years of experience in retail banking or credit union branch operations
• High School Diploma or Equivalent
• Additional Qualifications and Skills:
• The following qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.
• Experience conducting branch audits or operational reviews
• Experience in compliance, control testing, or quality assurance
• Experience creating training materials, job aids, and process documentation
• Experience with reporting, data validation, or incentive tracking
• Strong ability to coach staff and reinforce operational standards
• Excellent attention to detail with strong follow-through
• Effective written and verbal communication skills
• Proficiency in Microsoft 365 (Outlook, Excel, Word, Teams)
• A successful candidate will have:
• Strong operational discipline and accountability
• Coaching and development mindset
• Process improvement and problem-solving skills
• Ability to influence and build relationships across teams
• Strong organizational and prioritization skills
• High level of professionalism and discretion
• Working Conditions: Onsite work is performed in an office setting
• Standard Hours/Schedule: 35 hours per week - Onsite 3 Days Per Week
• 35 hours per week, split between branches, office, and remote work. Regular local travel required. Schedule may vary based on audits, training, and operational needs
• Must be able to travel regularly between branch locations in Boston, Cambridge, and Somerville
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Credit, Criminal, Education, Identity, Prohibited Parties (OFAC - Office of Foreign Assets Control).
• Other Information:
• This position has a 90-day orientation and review period.
• Please include a cover letter with your application
• #LI-BT1
• Work Format Details
• Salary Grade and Ranges
• This position is salary grade level 054. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits

Additional Information

The Retail Operations Specialist is responsible for driving operational consistency, strengthening controls, and supporting frontline execution across all Harvard FCU branches. This position conducts branch audits, reinforces policies through coaching and training, and partners with cross-functional teams to ensure procedures are clear, aligned, and effective in the branch environment. This role plays a critical part in identifying process gaps, reducing operational risk, improving staff performance through targeted coaching, and ensuring compliance with established standards. The Retail Operations Specialist also supports incentive validation and participates in cross department collaboration and projects that enhance retail operations. Job-Specific Responsibilities: Conduct planned and surprise branch audits to ensure consistency in processes, controls, and documentation Identify operational gaps, risks, and inconsistencies; document findings and track corrective actions to completion Provide real-time coaching to branch staff (MSRs, Leads, ABMs, and BMs) to reinforce policies and improve performance Develop and deliver training, job aids, checklists, and branch-ready procedures Support rollout of new processes and ensure consistent adoption across branches Partner with Compliance, Operations, Training, IT, and other teams to align branch-impacting changes Identify process improvement opportunities and recommend practical solutions Validate and support retail incentive reporting, tracking, and payout processes Serve as a resource for branch teams on workflow questions and operational clarification Provide occasional in-branch support or coverage as needed Participate in cross-functional projects impacting retail operations

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