Chief Operating Officer - Castle Community Bank

Location: Edinburgh

Reports to: Chief Executive Officer (CEO)

Role Overview: The Chief Operating Officer (COO) for one of our partner credit unions, Castle Community Bank, is responsible for delivering exceptional member service, overseeing all operational aspects of the credit union, including core banking systems (Mambu, Salesforce, and Modulr to name a few), member engagement, team management, and leading the engagement with and oversight of major third-party outsource providers. The COO will play a pivotal role in ensuring the credit union operates efficiently, complies with all regulatory and legal requirements and delivers exceptional service to its members.

The Credit Union: Amplifi are proud to partner with Castle Community Bank which is a socially minded, purpose led organisation. Working with them you will clearly see your contribution to their members and the sector, helping grow the credit union movement and support financial inclusion. They utilise our cutting edge technology married to a strong purpose. Castle Community Bank aims to make a profit but they don’t profiteer.

The candidate: If you are ready for a challenge, want to join a dynamic and purpose led team then this could be right for you. You may be looking for a change or to take a step up (or down) in your career. Castle Community Bank can help you give back at the same time. If that sounds like you, please get in touch and help shape the next phase of the journey.

Key Responsibilities:

• Exceptional Member Experience: Ensure member services are delivered effectively and efficiently. Monitor member feedback and complaints and implement strategies to enhance member satisfaction. Develop and oversee programs to promote member engagement and retention. Ensure consumer duty and treating customer fairly is at the heart of every member decision and engagement. As we serve the underserved many of members may be vulnerable at the point they engage with ourselves, particularly our borrowers. Therefore, empathy, understanding and ability to make the right decisions for our members and the credit union at all times.
• Core Systems Management: Oversee the implementation, maintenance, and optimisation of core banking systems, including Mambu and Salesforce. Ensure systems are secure, reliable, and scalable to meet the credit union's needs. Collaborate with our technology provider and all other areas to integrate latest technologies and improve system functionalities.
• Team Management: Lead, mentor, and develop the operational team to achieve high performance and professional growth. Foster a collaborative and inclusive work environment. Set clear goals and expectations and conduct regular performance reviews.
• Third-Party Outsource Providers: Lead our engagement with major third-party service providers. Conduct due diligence and risk assessments for all third-party engagements. Ensure third-party services align with the credit union's strategic objectives and regulatory requirements.
• Strategic Planning and Execution: As a core member of the Executive Committee, contribute to the development and implementation of the credit union's strategic plan. Identify opportunities for operational improvements and cost efficiencies. Ensure alignment of operational activities with the credit union's mission and goals.
• Regulatory Compliance: Ensure all operations comply with relevant laws, regulations, and industry standards. Liaise with regulatory bodies and ensure timely and accurate reporting. Implement and monitor internal controls to mitigate risks. FSCS and SCV file.

Qualifications:

• Extensive experience in Operational Management within the financial services sector.
• Strong knowledge of core banking systems, including Mambu and Salesforce.
• Proven leadership and team management skills.
• Excellent communication, problem-solving, and decision-making abilities.
• Familiarity with regulatory requirements and compliance in the financial services industry. The ability to learn and follow credit union legislation and regulation.

Personal Attributes:

• Strategic thinker with a proactive approach.
• Strong interpersonal skills and the ability to build relationships with stakeholders.
• Detail-oriented with a focus on continuous improvement.
• Commitment to the credit union's values and mission.