Senior Vice President, Head of Branch Operations

Navy Federal Credit Union (NFCU) is the world’s largest credit union, serving over 14.3 million members globally. As a member-owned, not-for-profit financial institution, our mission is to put members first, offering financial services tailored to the unique needs of military personnel, veterans, their families, and Department of Defense (DoD) employees.

With 366 branches worldwide, including 178 branches on or near military installations and a network of 30,000+ free ATMs, Navy Federal is committed to ensuring financial accessibility and exceptional service. Our operations are powered by over 25,000 employees, each dedicated to delivering best-in-class financial solutions and member experiences.

The Head of Branch Operations will lead and optimize Navy Federal’s global branch network, ensuring the seamless delivery of exceptional member experiences while driving operational efficiency, technology integration, and strategic growth.

This executive will be responsible for branch performance, service excellence, financial growth, and workforce engagement, while ensuring alignment with regulatory standards and organizational values.

Additionally, this role will provide executive leadership for the Overseas Military Banking Program (OMBP), which includes overseeing 60 Military Banking Facilities (MBFs) and 272 ATMs across Department of Defense military installations in Europe and the Pacific. The SVP will ensure seamless financial service delivery to active-duty service members and their families stationed overseas, strengthening Navy Federal’s global military banking presence.

Strategic Leadership & Member Experience

• Develop and execute a branch operations strategy that enhances financial accessibility, efficiency, and engagement across all NFCU locations.
• Align NFCU’s in-branch experience with digital banking innovations, ensuring a seamless omnichannel service model.
• Lead branch expansion, relocation, and optimization efforts to strengthen NFCU’s footprint in key markets, including military bases, international locations, and underserved communities.
• Champion tailored support for military-affiliated members, ensuring that military families receive exceptional, mission-aligned financial services.
• Ensure that NFCU branches serve as trusted community hubs, providing financial education, resources, and personalized service to all members. 
• Work horizontally across departmental and corporate boundaries to develop and co-design large-scale solutions in support of  Navy Federal Strategic Initiatives.
• Champion the formulation and successful delivery of financial education aimed at enhancing financial literacy for our members and team members.

Overseas Military Banking Program (OMBP) Executive Leadership

• Oversee 60 Military Banking Facilities (MBFs) and 272 ATMs as part of the DoD’s Overseas Military Banking Program (OMBP), ensuring seamless banking services for active-duty military personnel stationed abroad.
• Ensure compliance with DoD financial regulations and operational standards while maintaining high service levels across NFCU-operated MBFs.
• Collaborate with military leadership, government officials, and DoD partners to align banking operations with the needs of service members and their families.
• Strengthen strategic alignment between NFCU and the Department of Defense, enhancing military banking service accessibility.
• Optimize foreign currency services, local ATMs, digital banking accessibility, and financial service offerings for overseas members.
• Represent NFCU in DoD financial policy discussions and military banking forums to advocate for innovation and service enhancements within overseas installations.

Operational Excellence & Financial Performance

• Optimize branch operations, balancing high-touch member service with cost-effective, scalable models to improve efficiency.
• Oversee branch staffing, workforce development, and leadership succession planning, ensuring a high performing, engaged team.
• Implement data-driven decision-making, leveraging analytics, member insights, and key performance indicators (KPIs) to measure success.
• Lead the integration of automation, AI-driven service enhancements, and self-service banking tools into the branch network.
• Drive operational risk management, compliance, and fraud prevention strategies, ensuring adherence to industry regulations and NFCU’s high ethical standards.

People Leadership & Talent Development

• Provide visionary leadership to NFCU’s branch managers, regional directors, and support teams, fostering a member-centric, performance-driven culture.
• Develop and implement talent retention and upskilling programs to b