Operational excellence transcends metrics

Senior performance manager employs a unique model for training facilitators.

August 21, 2019

Maureen St. John has been described as “tenacious with a smile.”

She’s known for being professional, personable—and driven to optimize operational performance and create the best possible member experience.

She joined $345 million asset Infinity Federal Credit Union in Westbrook, Maine, in March 2018 as its senior performance manager.

As a “reformed banker,” St. John brought more than 20 years of experience in financial services to her new position, including expertise in training, performance management, and career development.

“I had come to a point in my career where I needed a change and wanted to make more of a direct impact on my community,” she says. “That was when I decided to leave commercial banking and explore the world of credit unions. When I saw the job description at Infinity FCU, I thought to myself, ‘that’s me!’”

Since joining the credit union, “Maureen has grabbed the reins of several priorities and delivered results,” says Infinity Federal President Elizabeth Hayes. “Believing that ingenuity and collaboration can make the impossible possible, Maureen has succeeded in getting results that benefit the organization, our members, and employees.”

Case in point: St. John recently launched a performance management action plan that involved meeting with each department and identifying opportunities for improvement. “It’s so rewarding to work with people at all levels within the organization who are committed to delivering an extraordinary member experience,” she says.

She’s also excited about the direction the credit union is going with training and development.

“Our culture is rich in collaboration, innovation, and positive energy,” says St. John. “Our unique model for training facilitators is working well. Employees are asking to get involved, and see it as a professional development opportunity. Word is getting out that Infinity FCU has a fantastic training program. We look at this as a compliment, as well as a competitive edge.”

The most important lesson she has learned at Infinity Federal is to walk in other people’s shoes. Whether it’s a member’s story of hardship or a training situation with a challenge, she knows there’s a person with a story who needs to be heard and understood.

“This is not a new concept, but at Infinity FCU we live it every day,” she says. “It has helped me broaden my vision and makes me stop and be more deliberately thoughtful—both at work and at home.

"It’s another way we are empowered to do what is right.”

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