Retail Operations Specialist

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

Basic Qualifications:

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

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Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

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

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: 

• Generous paid time off including parental leave 
• Medical, dental, and vision health insurance coverage starting on day one 
• Retirement plans with university contributions 
• Wellbeing and mental health resources 
• Support for families and caregivers 
• Professional development opportunities including tuition assistance and reimbursement 
• Commuter benefits, discounts and campus perks 

Learn more about these and additional benefits on our Benefits & Wellbeing Page. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.