Retail Operations Coach

At OnPath Credit Union, we share a passion for delivering exceptional service.

Your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them achieve financial success.

If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you!

Voted twelve years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer:

Competitive Compensation

Impressive Benefits Package including Medical, Dental, Life Insurance, and 401(K) Plan

Paid Vacation, Wellness, Sick Time, and more!

Interested? Become part of the OnPath team that believes exceptional service defines the core of who we are.

We are looking for a Retail Operations Coach to join our team! The salary range for this position is $58,920.89 to 73,651.12 based on skills and experience. This position is classified as On-site.

SCOPE:

As a dedicated member of the OnPath team, the Retail Operations Coach is responsible for training and operational development across all retail channels. They will assess branch operations, evaluate procedural adherence, and provide hands-on coaching to support consistent, compliant, and efficient branch performance. This role serves as a bridge between training and operations - identifying gaps in process execution, developing solutions, and ensuring teams are equipped to deliver an exceptional member experience. The Retail Operations Coach applies adult learning principles to design and deliver training that connects to the real challenges branch staff face every day.

PLAYER/COACH MODEL:

This is a player/coach role. 70% of time is spent on coaching, training, auditing, and operational development activities. The remaining 30% involves active participation in frontline branch operations - performing member-facing responsibilities to support staffing continuity, service quality, or operational initiatives. This balance may shift based on organizational need.

Travel requirement: This position requires consistent multi-branch travel across the greater New Orleans metro area. Same-day trips between branch locations are a regular and expected part of this role.

PRIMARY FUNCTIONS/ESSENTIAL JOB FUNCTIONS:

The Retail Operations Coach will own operational onboarding and continuing education for retail team members, with a focus on branch procedures, regulatory compliance, and operational efficiency. They will conduct branch visits to observe, coach, and audit operational practices, and will partner with branch managers and regional leadership to implement improvements. The coach applies adult learning principles to ensure that training is relevant, experience-based, and immediately applicable. Initiative and sound judgment are required in the absence of specific direction from management.

* Responsible for learning, coaching, and presenting operational procedures, policies, and compliance standards to new and existing employees.

* Provides on-the-spot coaching, training, and support to employees at each branch location. Goes to branches to audit the progress of new and existing team members.

* Audits branches to monitor operational adherence and determine additional training or process improvement needs.

* Responsible for training new hire employees throughout their first 90 days, including scheduling training branches and classroom sessions.

* Makes recommendations for improving operational procedures and workflows; independently develops and implements solutions within scope of authority.

* Ensures compliance with regulatory requirements and internal policies across all branch locations.

* Partners with branch managers and regional leadership to develop and implement operational improvement strategies.

* Monitors and analyzes branch performance metrics; exercises independent judgment to identify root causes and recommend solutions.

* Applies adult learning theory to design training that is relevant, experience-based, and immediately applicable to branch work.

* Temporarily performs frontline responsibilities when needed to support staffing, service continuity, or operational initiatives.

* Holds self and others accountable for professional and ethical behavior as defined by OnPath Federal Credit Union's mission, culture, and values.

* Communicates with clarity and direction; provides frequent exchange of direct, consistent, constructive feedback. Resolves conflict, recommends solutions, and monitors progress.

* Maintains positive relationships, shares credit for accomplishments, celebrates success of others, and takes responsibility for mistakes.

* Adopts the culture of OnPath, which is built around our vision to improve quality of life through financial empowerment.

* Responsible for learning, coaching, and presenting changes in policies, procedures, regulations, and technologies to new and existing employees.

Monitors branch performance metrics related to operational efficiency and service quality; recommends and implements solutions to address gaps.

Ensures branches consistently apply credit union policies, regulatory requirements, and internal procedures; escalates compliance concerns appropriately.

Keeps the training lab in running order; ensuring that all computers are in working order and all supplies needed are stocked.

Knowledge and Skills

Five or more years of experience in retail branch operations, financial institution management, or a related field. Prior experience in a coaching, training, or supervisory role is required. Familiarity with adult learning principles and instructional design is strongly preferred.

Bachelor's degree in business, education, or a related field preferred; or a minimum of 5 years in a financial or retail institution may be substituted. ATD certification or equivalent adult learning credential is a plus.

A significant level of trust, credibility, and diplomacy is required. Must be capable of making decisions that affect operational outcomes and coaching effectiveness across multiple branch locations. Communications involve motivating, influencing, and coaching staff at all levels.

Strong decision-making skills and high emotional intelligence are required. Proficiency in conflict resolution and effective communication is essential. Exceptional time management and organizational skills, along with a commitment to accountability, continuous improvement, and operational excellence. Valid driver's license and reliable transportation required for regular multi-branch travel across the greater New Orleans metro area. Bilingual skills are a plus.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 5 pounds and frequently lift and/or move up to 25 pounds.

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Must be able to routinely perform work in a variety of environments including offices, branch locations, and training facilities. Position requires consistent multi-branch travel; same-day trips across the greater New Orleans metro area are a regular expectation of this role. Work schedules may vary based on branch assignments, training events, operational needs, and travel requirements. Occasional early morning or evening work may be required.

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

DISCLAIMERS AND WORK ENVIRONMENT Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.