VP Branch Operations - #1410971

Purpose

Responsible for delivery of outstanding retail sales and service to members through the provision of effective, efficient and motivating leadership of Retail Services: all Credit Union branches and the contact center.

Primary Duties And Responsibilities

• Reports directly to the SVP Retail Services and sees that he/she is kept fully informed on the condition of retails branches and the contact center.
• Manages all Retail Services training programs to ensure exceptional service for member and facilitate growth in deposits, loans, and all Credit Union services.
• Collaborates with SVP Retail Services to develop meaningful incentives.
• Institutes effective coaching and accountability measures to support and develop team members.
• Collaborates with the executive team to continually improve processes and procedures in an effort to improve efficiencies and service levels, and to reduce fraud and losses.
• Assists SVP Retail Services in generating ideas to enhance the online, mobile and digital experience for members.
• Works closely with Lending to grow direct loan portfolios.
• Ensures individual development plans are meaningful and up to date for all employees.
• Ensures compliance with regulations, policies and procedures related to fraud prevention and risk management.
• Monitors member feedback surveys and formulates action plans to continually improve services levels. Resolves escalated member service issues.
• Participates in professional networking activities and shares industry trends and best practices with the executive team.
• Champions activities that support credit union promotions, campaigns, community events, and business development efforts.
• Collaborates with Facilities to ensure all Retail Services employees are familiar all safety and security procedures.
• Monitors and manages cash and deposit operations at all branch locations. Ensures adequate procedures are in place and all activities are in accordance with laws and regulations.
• Resolves escalated member service issues.
  
  

Other Duties And Responsibilities

• Assures the highest standards for member satisfaction through timely resolution of member service issues, complaints and problems.
• Attends Board Meetings and Strategic Planning Sessions as necessary.
• Carries out other general responsibilities or duties as may be delegated by the SVP Retail Services.
• Corresponds with local and government law enforcement agencies as needed and maintains strong working relationships with service vendors and community businesses.
• Must comply with the Federal Bank Secrecy Act, Anti-Money Laundering and Customer Identification Policy (BSA), the OFAC Policy and the Identity Theft Policy.
  
  

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum level of knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And Training

• Bachelor’s degree in business, finance or equivalent experience.
• Extensive knowledge of retail banking and call center operations. General knowledge and understanding of consumer banking and compliance functions.
• On an annual basis, required to complete mandatory Bank Secrecy Act, OFAC and Red Flag Identity Theft training and all other compliance related programs.
  
  

Prior Experience

• A minimum of 5 years of credit union or banking experience with a minimum of three years in a senior management/leadership role.
• Sales Leadership and Development experience is highly desired.
  
  

Interpersonal Skills

This job requires a high degree of interpersonal skills to deal with a range of complicated problem situations. Ability to interact effectively with all levels of management, legal counsel, law enforcement, regulators and examiners while maintaining strict confidentiality. Contact with others may often be difficult or stressful in nature and involve complex, detailed, and sensitive topics. These interactions often involve gaining the agreement of others.

Other Special Skills And Abilities

• Extensive knowledge of the principles and practices of management
• Maintains knowledge of HR policies and procedures.
• High level of communication skills (both verbal and written) to convey procedures, instructions and objectives effectively.
• Working knowledge of NCUA and other applicable federal/state regulations.
  
  

A high degree of judgment and discretion in developing, applying and interpreting board and internal policies and procedures.