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AVP Retail Service Delivery

2 months ago

Houston, United States Smartcu Full time

This position is open to current Smart Financial employees only. The AVP Retail Service Delivery is responsible for coaching and developing branch staff in sales and operations. This position supports the Relationship Managers with hiring, training, and staff retention. The AVP Retail Service Delivery will work with the Member Experience team to ensure all policies and procedures are updated. This role will provide feedback and ideas to optimize the member and employee experience and collaborate with other departments to complete improvements. Additionally, this position will work with senior leadership to develop and implement a strategy for building, maintaining, and enhancing member relationships. This role supports marketing promotions, local branch community engagement events, and facilitates branches in meeting all lending, service level, and depository goals. Responsibilities Be a resource to Relationship Managers on coaching and developing their teams in sales and operations, branch growth, and member relationships. Provide necessary support to branches with staffing, meeting sales goals, and operational responsibilities including branch audits and cash operations. Oversee Relationship Managers to ensure they meet the expectations of their role and use Smart Accountability within the guidelines set for the organization. Conduct quarterly check-ins with all managers under purview and address successes and challenges as needed. Work with the Member Experience team to ensure all policies and procedures are updated. Collaborate with other departments to optimize the member and employee experience. Work with the Member Experience leadership team on branch strategy for growth and enhancing member relationships. Support branch marketing and community engagement efforts. Work with Relationship Managers on community engagement strategy and ensure efforts are organized and producing expected results. Experience Five to eight years of similar or related experience, including preparatory experience. Education/Certifications/Licenses A college degree. Interpersonal Skills The ability to motivate or influence internal or external senior level professionals is critical, requiring a significant level of influence and trust. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as professional written communication skills, are essential to the position. Physical Requirements Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off-site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance. Working Conditions Must be able to routinely perform work indoors in a climate-controlled shared work area with minimal noise. Mental and/or Emotional Requirements Must be able to perform job functions independently or with limited supervision and work effectively either on their own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters. Smart Financial Credit Union offers a competitive salary and excellent top-tier benefits. In addition, Smart Financial Credit Union has a tuition reimbursement program; full-time employees can receive up to $4,000 per year in tuition reimbursement. Smart Financial Credit Union was ranked as Houston's Best Places to Work for five consecutive years Source: Houston Business Journal, 2011-2015. Smart Financial Credit Union was ranked USA Top Workplaces (National Award) Source: Houston Chronicle - 2021. Smart Financial Credit Union was ranked Top Workplaces (Regional Award) for five consecutive years Source: Houston Chronicle - 2016-2023. Smart Financial Credit Union was also ranked as Best Companies to Work for in Texas for four consecutive years Source: Texas Association of Business (TAB) and Texas Monthly Magazine – 2014-2017. Applicants must submit a resume in order to be considered for the position. Smart Financial does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits. Smart Financial Credit Union (SFCU) commits to fostering a diverse, equitable, and inclusive workforce and member base where a sense of belonging is evident. Our core values and purpose compel us to invest in our culture, with the objective that all who interact within and with the credit union can be appreciated for their unique individuality and thrive in the environment, with respect for each other and our greater community. #J-18808-Ljbffr