VP Branch Operations

VP Branch Operations

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 :

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 :

Prior Experience :

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 :

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