Introduction

Company

HMECU has been serving our healthcare, municipal, fire and police community for 90 years! We value dedication and a commitment to excellent service. Our team members are the heart of our Credit Union, and we are looking for individuals that share in our vision and purpose. We take pride in the service we provide to our members and are looking for an enthusiastic and passionate candidate to join our Operations team.

Our Purpose

Job Purpose & Summary

What you’d be doing:

• Own and maintain HMECU’s operational policies and procedures to ensure they are current, compliant, and practical for front-line teams.
• Lead process reviews and implement improvements that enhance efficiency, reduce risk, and support a consistent member experience.
• Serve as the operational escalation point for procedural issues and branch inquiries.

• Lead the end-to-end implementation of operational changes, product updates, and process improvements.
• Develop change management strategies that include stakeholder engagement, risk mitigation, communication planning, and training delivery.
• Measure success of changes and support sustainable adoption across teams.

• Work closely with leaders and subject matter experts to identify training needs related to operations and product delivery.
• Develop and deliver training materials, job aids, and process documentation for new and existing procedures.
• Support onboarding of new employees by contributing to role-specific operational training content.
• Partner with branch and virtual teams to ensure training translates into consistent service delivery.

• Oversee the operational setup, maintenance, and communication of deposit and investment products, including GICs and registered plans (RRSP, TFSA, RRIF, FHSA).
• Lead HMECU’s registered plan administration, including contribution processing, compliance requirements, and year-end activities (e.g., slips and reconciliations).
• Coordinate implementation of product or system changes across departments.

• Manage the Overdraft Report and oversee follow-up processes to ensure timeliness, consistency, and appropriate member outreach.
• Oversee the creation, review, and maintenance of operational forms and internal documentation to support accuracy and usability.
• Support audit requests and ensure adherence to operational and regulatory requirements.

• Serve as HMECU’s designated Complaints Officer, ensuring complaints are logged, investigated, and resolved in accordance with internal policies and external regulatory requirements.
• Maintain the Complaints Log and report regularly to senior leadership.
• Analyze trends and recommend operational changes or training where recurring issues are identified.
• Support ongoing compliance with Market Code and complaint-handling obligations.

• Own HMECU’s data quality management process from an operational lens.
• Monitor outputs from the credit union’s data quality tool, ensuring timely review and correction of flagged issues.
• Identify patterns or recurring errors and collaborate with staff and leaders to address root causes.
• Use insights from data issues to inform updates to training, procedures, and operational controls.

• Work collaboratively with all departments including Branch Operations, Lending, IT, and Compliance to support cross-functional initiatives and operational readiness.
• Act as a liaison between frontline teams and support departments to ensure effective communication and feedback loops.
• Participate in or lead special projects and contribute to strategic initiatives as required.

Skill Requirements

• 7+ years of experience in operations within a credit union or financial institution
• Bachelor’s Degree (Advanced Degree preferred) in a business or quantitative field, or the equivalent combination of training, education, and experience
• Strong understanding of day-to-day operational functions including registered product administration and year-end reporting
• Demonstrated experience in leading change, with a focus on implementation and staff enablement
• Strong organizational and project management skills, with the ability to manage multiple priorities
• Excellent written and verbal communication skills
• Comfort with cross-functional collaboration and delivering training in both written and live formats
• Must be bondable

• Familiarity with CRA registered product rules, FSRA regulatory requirements, and the Market Code of Conduct
• Experience managing operational training programs or building job aids and reference materials
• Change management certification (e.g., Prosci) or equivalent practical experience
• Process improvement training (e.g., Lean Six Sigma)
• Experience with data quality tools or data reconciliation processes

Please note: