What are the responsibilities and job description for the Chief Retail Officer position at Notre Dame Federal Credit Union?
PRIMARY FUNCTION:
The Chief Retail Officer (CRO) is responsible for the successful and efficient operations of all retail branch operations. Critical duties of this position include: operational and sales training, performance monitoring, staff development, compliance/audit, and coaching and building an internally-collaborative and member-focused culture. As a member of the Executive Team, the CRO will also be expected to work collaboratively with other members of the Executive Team to help chart the future course of the Credit Union to ensure its sustainability and relevance to its membership.
ESSENTIAL DUTIES & RESPONSIBILITIES:
This individual must effectively carry out the essential duties of this position in a manner that consistently demonstrates the Core Values of the Credit Union in a positive manner. The essential duties and responsibilities include the following, however other duties many be assigned as needed.
- Develop and direct all retail functions of the Credit Union resulting in the attainment of long and short range strategic objectives, operating business plans, policies, budget and programs for optimum return to the membership while strengthening the Credit Union’s brand.
- Closely monitor the workflow of the branches and ensure that each branch is adequately staffed with qualified and well-trained partners.
- Ensure that adequate written procedures are effectively in place for the daily operations of the branches.
- Plan, organize, and monitor the activities of the branch teams.
- Review and distribute relevant reports on retail performance including operations, productivity measurements, sales activities, service metrics and sales pipeline results/statistics.
- Manage and motivate team members to ensure consistent and maximum member service and performance level; handle any escalated member calls or complaints in a timely manner.
- Regularly travel to each branch office and department to observe operations and traffic flows to determine the best usage of staff resources, office equipment, computers, and office furnishings.
- Direct the sales and service initiative for the sales teams which include: goal setting, measuring, incentivizing, compensation payouts, and final evaluations.
- Proactively manage the recruitment process through a community-wide “top talent” identification program to ensure high quality recruitment prospects are always available in the event of staffing needs.
- Responsible for the designing, planning, controlling, and tracking the budgeting process for the assigned departments. Also, includes corporate credit card and stringent expense controls for strategic initiatives and offsite travel and events.
- Work with other areas of the Credit Union to ensure the branches are in compliance with all federal regulations and Credit Union Policies.
- Coordinate and lead training initiatives in branch operations and member service.
Compliance/Audit (Internal Controls)
- External auditors from the NCUA and internal branch audits
Coaching & Performance Monitoring (Behaviors)
- Ongoing daily and weekly observations, both formally and informally, to provide strict coaching feedback as it relates to the member service model for new account processing and new loan processing.
Sales (Activities and Measurement)
- Review of pipeline details in relation to input, pending, booked, and declined loans. Monitoring of goals and appropriate behaviors to ensure successful growth of branch and loan production.
Partner Engagement (Attitude)
- Review of weekly survey results to determine the members’ perception and satisfaction with the level of service they receive from our branch partners. Consulting, coaching and performance improvement plans may accompany the success or growth of engagement needs.
SUPERVISORY RESPONSIBILITIES:
This position provides leadership for all managers and directors who supervise the partners in the branches. Also, is responsible for the overall direction, coordination, and evaluation of those departments. In addition, this position carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding, and disciplining employees; addressing complaints and resolving problems.
PERFORMANCE STANDARDS:
This position maintains all personnel functions, reports, records, compliance requirements, in an up-to-date and timely manner.
