Regional Director of Retail Branches

Overview:

The Regional Director of Retail Branches is primarily responsible for overseeing a portion of the retail network of MCU branches; ensuring an excellent service experience, operational efficiency, and compliance with existing regulations and policies. Focus is placed on balancing retail service and sales goals with risk, compliance and operational processes.

The Regional Director of Retail Branches will coach, inspire, motivate, and evaluate a portion of retail personnel’s performance in achievement of MCU’s vision, mission, values and corporate strategic goals. The Regional Director of Retail Branches will ensure appropriate partnerships with organizational leadership, staff and key vendors to effectively meet organizational strategic goals and objectives.

Responsibilities:

Specific duties include, but are not limited to, the following:

• Develop and implement retail plans consistent with overall organizational strategy. This includes key performance metrics that align with service, sales, and operational goals linked to overall revenue and profitability objectives.
• Implement and allocate production goals across all products and services and communicate direction to a portion of retail employees to ensure clear understanding of metrics, requirements, and overall expectations.
• Develop budget for overall retail operations in conjunction with VP of Member Experience and other Regional Director of Retail Branches as well as specific department locations focusing on fixed, variable, and any other costs of retail delivery (ie. Office occupancy, stationary supplies, personnel).
• Drive people management in accordance with organizational policies and applicable laws, including, but not limited to interviewing, hiring, and training of a portion of retail employees.
• Collaborate with key leaders in the development of training programs to fulfill service and sales goals consistent with MCU’s strategic plan.
• Develop, drive, measure, and evaluate service levels of a portion of retail personnel to ensure a common member experience aligned with the organizational goals and strategy.
• Develop and drive operational initiatives to optimize overall retail performance and achieve strategic goals and priorities for a portion of the retail network.
• Drive the oversight of a portion of retail locations through management of Branch Managers and key leadership staff within the branch network.
• Lead a portion of the retail team in evaluating and setting development priorities through coaching, mentoring, and cross-training.
• Maintain a comprehensive knowledge of key compliance areas for retail ensuring adherence throughout the branch network to security, audit, and compliance standards. (ie. Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, and Fair Lending and Credit Card Act)
• Evaluate credit union policies and procedures related to operations and processes performed by all retail staff including annual review of all policies and procedures with revisions and proper communication as needed.
• Analyze, develop, and modify retail procedures and processes collaboratively to ensure retail operations are effective and in compliance with all applicable federal, NCUA and state regulations, and are applied consistently across the organization
• Other duties as assigned.
• Travel as required

Requirements:

• Strategic thought; forward thinking
• Minimum 7 years’ experience in a retail banking leadership role; preferably with multi-branch management
• At least 5 years’ in-depth experience with a heavy focus in retail operations, lending, and direct member or customer service
• Excellent leadership and development skills.
• Experience working in a fast-paced environment with the ability to multi-task.
• Excellent verbal (including speech and listening), and written communication skills, (including spelling, grammar, punctuation).
• Able to navigate throughout various programs on a computer; able to empathize with members and staff, and prioritize work.
• Able to create a supportive and inclusive atmosphere within the department and team.
• Strong ability to support the team with questions and coach them on how to resolve member issues and respond to members.
• Strong ability to make decisions with minimum information.
• Demonstrate a positive disposition, the ability to work independently or as part of a team and have a genuine interest in people and desire to help.

Competencies:

• Proficiency in Microsoft Office Suite
• Excellent member service skills
• Strong research and problem-solving skills
• Excellent interpersonal, oral and written communication skills
• Ability to multi-task; good time management skills
• Highly ethical.

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

What we can offer you: