Alliant Credit Union
We set the standard for simple and rewarding digital banking.
Chicago, IL

VP, Head of Operations at Alliant Credit Union

| Northwest Suburbs
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Start a Rewarding Career with Alliant

What makes this role rewarding?

You will be responsible forsetting the strategic direction and management of Banking Operations, Member Contact Center, Quality Assurance, Operational Partners/Vendors, Member Support and Digital Care.  Working with internal and external stakeholders, the incumbent is responsible for defining strategy, setting goals, and identifying solutions to achieve productivity and performance objectives.

 

Work involves strategy design and implementation in order to meet sales and service objectives, while creating a strong member advocacy experience.  The Vice President, Operations oversees multiple member channels including phone, email, chat, SMS/messaging, social care, and IVR. Resources to do the job require sound and proven leadership ability, effective written and verbal communication skills, strong and proven analytical ability, advanced systems skills, strong relationship skills, demonstrated ability to collaborate with all levels of the organization, and effective and consistent management capability. General Direction is received from the Senior Vice President, Chief Digital & Marketing Officer.

Responsibilities

Do you see yourself doing this?

 

Strategic Management

  • Design and implement strategies that set direction, expectation, and programs to increase share of wallet, membership, and overall balances among existing membership
  • Design and implement strategies to create and continually evolve an engaging and intuitive self-service support model
  • Responsible for the development of the strategic business plans, budgets, and successful execution of plans
  • Oversee strategy development for the Banking Operations, Member Contact Center, Digital Care, and Quality Assurance functions
  • Ensure standards, expectations, programs, and processes drive high advocacy ratings from membership and internal stakeholders
  • Act as the key driver of advocacy across the organization including development of practices, policies, and reporting relating to fostering support, service level agreements, and related elements
  • Promote visibility of sales and service teams throughout the organization, communicating team accomplishments and new business updates on a regular basis
  • Contribute to division and enterprise level projects and initiatives as needed via thought leadership, expert opinion, and creative solution design
  • Responsible for reducing potential risks to Alliant and its members, ensure all team members adhere to efficient and effective risk and compliance practices
  • Stay abreast of changing legislation and regulatory climate and recommend changes to procedures as appropriate
  • Manage and collaborate effectively in a multi-stakeholder environment

 

Leadership

  • Translate strategic and operating plans into meaningful direction of projects, goals, priorities and activities; deliver on strategy through the right people in the right place at the right time
  • Deliver superior results through quality execution and best practice adaptation
  • Provide business vision by creating imagery and transparency in the possibilities, opportunities and direction of the future
  • Continual assessment, discerning development, insightful coaching and talent utilization / optimization of subordinate leaders of others
  • Capture, analyze, and understand the internal environment, team dynamics, and talent capabilities to address organizational refinement, agility and growth
  • Champion of Employee / Internal Customer Engagement, employee development and all cultural hallmarks through strong leadership
  • Demonstrated courage, ability and agility to understand and address organizational transition in real-time; establish expectations for the unexpected

 

Performance Management

  • Apply strong management practices in leading an engaged workforce
  • Provide an integrated approach to employee growth and development by ensuring that individual development plans are in place and actively worked; deliver meaningful and dynamic coaching and feedback on an ongoing basis
  • Demonstrate strong people leadership and focus on performance through a member centric mindset

 

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with privacy act directives.

Qualifications

What makes you a great fit?

You’ll be a great fit if in addition to Completion of a Bachelor’s degree in Business Management or a related field required, MBA preferred, and you have:

 

  • 15 + years’ experience in operations or sales, preferably in Financial services
  • Excellent relationship building skills and ability to work collaboratively
  • Self-motivated and able to deliver in a fast paced environment
  • Ability to communicate and present at all levels of the organization
  • Experience leading large teams
  • Strong communication, leadership, strategic thinking, and business development capabilities
  • Must have strong line-of-business management skills including planning, budgeting, and goal setting
  • Strong awareness of competitive, economic, technical, and regulatory environment of federally insured depository institutions
  • Strong analytical problem solving and project management skills

 

When you’re happy, we’re happy!

As a thank you for joining our team, you’ll benefit from:

 

  • Casual dress code
  • Competitive medical, dental, and free vision benefits
  • On-site massages and contributions towards gym memberships
  • Generous PTO and banking holidays off
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Where we are

11545 W Touhy Ave, Chicago, IL 60660

Technology we use

  • Engineering
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    • RLanguages
    • SqlLanguages
    • jQueryLibraries
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What are Alliant Credit Union Perks + Benefits

Alliant Credit Union Benefits Overview

Alliant constantly works on improving its Employee Value Proposition. Our Human Capital Group team seeks ongoing employee feedback to continue to raise the bar on employee-focused benefits, making updates to the existing and adding new benefits every year.

Culture
Volunteer in local community
Alliant participates in local volunteer activities such as Fantasy Flight, Plane Pull, Feed My Starving Children & more. In addition, we offer 8 hours of paid volunteer time benefit for all employees.
Partners with Nonprofits
To execute on our mission of Bridging the Digital Divide, Alliant has partnered with PCs for People, Connected Nation, DiGiTunity and the National Digital Inclusion Alliance.
Friends outside of work
Eat lunch together
Intracompany committees
Alliant has Employee Events & Community Engagement team, the ACU Foundation, Brand Journalism/Alliant Reporters team, on-site Toastmasters club & Women's Resource Group.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Alliant provides our leaders and employees with unconscious bias, psychological safety and inclusive mindset training.
Diversity manifesto
Diversity Employee Resource Groups
Alliant supports employee resource groups. At this time, employees created INCLUDE, a women resource group and ALL, an LGBTQ+ employee resource group.
Hiring Practices that Promote Diversity
At Alliant, we ensure that we have a diverse candidate slate for every role for which we hire and that our interview panels are also diverse.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Alliant employees can contribute up to $2750 annually to their medical FSA and $5,000 to dependent care FSA.
Disability Insurance
Dental Benefits
Preventive services covered at 100%, Basic services covered at 80%; Major restorative services covered at 50%; Orthodontics covered at 50%
Vision Benefits
Alliant offers free vision benefits to its employees. The vision benefits plan covers 100% for annual eye exams after $10 copay and $150 for glasses and contact lenses annually.
Health Insurance Benefits
Our insurance policy covers up to 85% of out of pocket expenses.
Life Insurance
Pet Insurance
Wellness Programs
With Alliant's wellness reimbursement program, each employee receives up to $35 per month (non-cumulative) to spend on wellness activities and discounted wellness services through ThrivePass.
Onsite Gym
Mental Health Benefits
Alliant employees get free access to Calm and myStrength apps and services.
Retirement & Stock Options Benefits
401(K)
Alliant matches 100% of employee’s contribution up to 5% of salary
401(K) Matching
Alliant provides employees with a 401(k) matching plan managed by Fidelity. We match 100% of contributions up to 5% of an employee's annual gross pay.
Performance Bonus
In the last years, Alliant’s bonus payouts were above 100%.
Match charitable contributions
The Alliant Credit Union Foundation also matches employee donations made to non-religious, non-political 501(c)(3) organizations up to a total of $200 per person per calendar year.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 6 weeks of parental leave for the primary caretaker. We also provide 2 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Alliant provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Since the pandemic began, all non-essential job functions have been remote 100%.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for up to 26 weeks of family medical leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Our employees receive between 21 and 31 days per year of paid time off based on years of service. Alliant also offers a Flexible Time Off (unlimited time off) policy for Sr. Managers and above.
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Employees can withhold up to $265 per month pre-tax for transit expenses and up to $265 per month pre-tax for parking expenses.
Company Outings
Alliant hosts between 4 and 6 major employee events in a year, including the Annual Volleyball Tournament, annual summer party and employee appreciation day celebration.
Stocked Kitchen
Currently, Alliant offers free snacks, free hot beverages and bottled water during the day, free lunch/food events on occasion and bi-weekly free fruit.
Some Meals Provided
Parking
Fitness Subsidies
Alliant reimburses its employees up to $35 per month for gym, health and fitness services and activities.
Professional Development Benefits
Job Training & Conferences
Alliant offers employees professional development opportunities like Annual individual budget for training, onsite training courses and the ability to attend job-related conferences and seminars.
Tuition Reimbursement
Diversity Program
Lunch and learns
Alliant hosts lunch and learn and hour with the leader meetings once per quarter, giving our employees to hear from our executive and senior leadership teams.
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $5250 annually for continuing education through our tuition reimbursement benefit.
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Alliant constantly works on improving its Employee Value Proposition. Currently, Alliant offers free snacks, free hot beverages and bottled water, free lunch/food events on occasion, personal concierge service, on-site package/mailing service, massage therapy, discounted ticket sales, car wash, dry cleaning, convenience store, vehicle maintenance, banking and a gym at our headquarters location.

Our company works hard to create a work environment that allows our employees to maintain a healthy work/life balance. We encourage our employees to take advantage of flexible hours and offer an option to work remotely. Alliant also offers a very generous PTO package, which starts new employees with 21 PTO days annualized in their first year of employment.

The well-being of our employees and their families translates to productivity and commitment to their jobs. That is why we constantly work on launching new benefits that will help them find the best medical care at the lowest cost and get the help they need with convenience and without unnecessary stress.

An Insider's view of Alliant Credit Union

How would you describe the company’s work-life balance?

Although a lot is expected of us, there is definitely a focus on keeping your life in balance. Alliant’s response to our Coronavirus-prompted switch to working remotely has been exemplary. Senior leadership shares videos with us regularly, and our managers are understanding of family needs and have made huge efforts to keep our team connected and e

Pam Leibfried

member communication specialist

What projects are you most excited about?

All the creative projects I get to work on. I have the tools and resources to do my job. This is not the case at previous employers whose only focus was on cost and not efficiency. A lot of my work is creative, and it requires costly design software.

Kendra Sutter

instructional designer

How does the company support your career growth?

Alliant is the first company that has made it a point for employees to set a development plan for themselves & allow employees to work towards a better ‘me’ – both personally & professionally.

Kate Plata

manager, wholesale consumer lending

How do you empower your team to be more creative?

Alliant and its management have always been very open to creative new ideas on more efficient ways to run our business. Truly the adage “Your opinion matters” is alive and well at Alliant!

Matt Dempsey

manager, consumer loan underwriting and processing

How has your career grown since starting at the company?

I started with Alliant as a temp in the call center and now am in a leadership position within technology, and my story is not unique. If you are looking to grow your career, this is a great place to explore different areas you may be interested in!

Terry Hagio

technical implementation manager

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