Toni-Ann Sforza, Chief Operating Officer of Municipal Credit Union (MCU), shares her leadership journey and the strategy behind building a high-performing, people-first organization in New York’s competitive financial services landscape. With nearly two decades of experience, Sforza oversees a wide range of operations. From payments and digital services to human resources and fraud, Toni-Ann drives measurable growth across a workforce of more than 680 employees.
As COO, she reflects on her approach to leadership, placing a strong emphasis on team development, internal mobility, and a robust workplace culture. Sforza discusses the evolution of talent strategy, including the transformation of teller roles into Member Service Representatives to enhance customer experiences and enhance employee growth. She also highlights MCU’s focus on recruitment, retention, and future workforce planning, offering insight into how the organization continues to innovate while staying committed to its members and employees. Learn more here.