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Senior VP Retail
3 months ago
Position Title Senior Vice President, Retail
Department: Retail Operations
Reports To: Chief Operations Officer
FLSA Status: Exempt
This Position:
The Senior Vice President, Retail at Heritage Family Credit Union (HFCU) will oversee Retail Branches, Contact Center Operations, Community Relations/Business Development, and Heritage Way (Wealth Management). Responsible for inspiring and engaging staff with exceptional leadership skills that support HFCU’s culture, mission, guiding principles, and core values.
ESSENTIAL FUNCTIONS AND BASIC RESPONSIBILITIES:
- Develop and implement the retail strategy for Retail Branches, Contact Center and Heritage Way, aligning with organizational goals. Set clear goals and performance metrics to drive strategic initiatives and a member-centric approach.
- Oversee staffing models, recruit and retain top talent, and foster a positive workplace culture. Lead efforts to develop and mentor leaders under the retail umbrella.
- Lead regional managers to ensure effective branch management and operations, ensuring adherence to policies, procedures, and standards, and implementing best practices and continuous improvement initiatives
- Utilize member feedback to identify improvement areas, enhance the branch experience, and ensure consistent service quality. Develop and maintain a comprehensive playbook and standards for branch staff to ensure consistent member experience and service quality, as well as overseeing the design and enhancement of the branch experience.
- Develop and manage the budget for retail branches, identify cost-saving opportunities, and ensure compliance with regulations.
- Develop and present regular performance reports, including key metrics and insights, to the executive leadership team, playing a critical role in driving the success of the credit union’s retail branches and ensuring an exceptional member experience
- Ensure compliance with all applicable laws and regulations. Maintains up to date knowledge on potential legal and regulatory impacts on retail operations.
- Responsible for overseeing community impact and business development, by creating initiatives focused on charitable giving, community education, and driving new business opportunities for the credit union. Promote active community engagement through participation in networking opportunities to connect with local business, leaders and COI’s.
- Maintain reliable and predictable attendance.
JOB COMPETENCIES/REQUIREMENTS:
- Strong ability to develop and maintain comprehensive playbooks and standards for retail staff to ensure consistent member experience and service quality. Expertise in continuous improvement initiatives and best practices.
- Proficiency in budget management, identifying cost savings, and achieving operational efficiencies without compromising service quality.
- Ability to create, design, and implement metrics and accountability measures. Experience in developing and presenting performance reports to executive leadership.
- Ability to teach staff how to identify opportunities for cross-sales, driving deposit growth and market expansion.
- Proven excellent management skills with experience motivating, influencing, educating, and mentoring employee’s success to meet goals and objectives.
- Excellent computer knowledge and experience with Microsoft Office Products required. Experience with financial institution software systems preferred.
EDUCATION/KNOWLEDGE AND EXPERIENCE:
Bachelor Degree in business or related field or a minimum of two years for each year not completed required.
Minimum seven years of management experience in a financial institution, that oversees multiple locations.
Valid Driver’s License, required.
Benefits Include:
- Paid time off in addition to paid federal holidays
- Comprehensive medical, dental, and vision benefits starting first of the month following hire date for employees who regularly work 24+ hours a week
- Health Savings Account with discretionary quarterly employer contributions
- 401k match & additional discretionary contribution
- Opportunities for growth and ongoing learning
- 8 hours of volunteer time with an organization important to you
- Up to $25/month reimbursement for gym memberships
- Up to $25/month reimbursement for hobby purchases
- Up to $25/month reimbursement for fresh foods, on a seasonal basis
WORKING CONDITIONS/ENVIRONMENT:
A typical office setting. This position requires sitting for long periods of time and working primarily at a workstation or desk in an open office environment. Daily tasks include extensive use of a computer performing standard keyboard functions, requiring repeated motion, as well as extensive use of the phone. Some lifting or moving of bags of coin 25+ lbs. in weight. Physical activity as required for cleaning and maintaining buildings including use of various cleaning products.
This Job Description is not a complete statement of all duties and responsibilities comprising this position. Heritage Family Credit Union reserves the right to revise or change the essential functions and employment standards as the need arises. This description does not constitute a written or implied contract of employment.
