VP, Retail chez Firstmark Credit Union

 Job Summary 

The Vice President (VP) of Retail provides leadership and management to the Retail and Facilities teams.  Reporting to the Chief Experience Officer (CXO), the VP of Retail is responsible for the overall function of the retail branch network, overseeing all financial center managers and effectively directs sales, service, and community outreach efforts in a consistent and effective manner to achieve financial goals.  They play a critical role to coach, train, and drive sales and service performance in a manner aligned with the credit union’s core values.  Remain active in the community to promote credit union awareness and identify opportunities for membership growth. In collaboration with senior management, build the strategic plan for sales, service, and business development to achieve the credit union’s overall objectives.  

In addition, provides leadership to Financial Center Senior Managers and Managers in accomplishing and achieving growth and performance results through innovative sales and service programs. They direct the facilities team to ensure all locations appropriately represent the Firstmark brand and provide members and staff with clean, comfortable surroundings.   This role will partner with the training team to establish a sound program of employee development to improve performance and maintain a highly motivated, highly trained and sales driven team to continually improve service levels.

Major Responsibilities

• Provides leadership and direction to the Retail team and Facilities teams.
• Effectively positions Firstmark Credit Union for growth. Maintains focus on regulatory compliance, service, profitability, member satisfaction and member retention.
• Develops detailed market strategy and develops plans to ensure that assigned financial centers meet established Credit Union financial and operational goals, including but not limited to, membership growth, lending goals, checking account growth, net promoter score, and profitability goals.
• Directs the Retail team in collaboration with the Senior Managers to ensure the development of processes, procedures, and policies that support effective and efficient service to members; and collaborates with financial center Managers and the appropriate department supervisors on procedures and policies that impact branch performance and member service.
• Collaborates and aligns Retail Banking with Deposit Operations, Compliance/BSA, lending and other partners as appropriate, to create, enhance, and maintain current policies and procedures for retail banking.
• Develops and follows through on action plans to improve sales and service achievement at each branch; ensures a consistent and superior member service experience; improves operational processes and controls; and mitigates Credit Union losses.
• Measures the effectiveness and profitability of each financial center through a retail scorecard and branch analysis reports, and compiling additional reports to ensure that service level objectives and sales goals are met.
• Participates in the Credit Union’s Management ALCO Committee, Credit Committee, and others as assigned.
• Develops plans to ensure that assigned financial Centers meet established Credit Union financial and operational goals, including but not limited to, net promoter score, lending goals, service level goals, sales goals, budget goals, and profitability goals.
• Creates and implements daily huddle guidelines and development guidelines for management.
• Coaches, directs, and leads managers and their teams through focused and targeted performance management and development.
• Prepares and conducts performance evaluations on each Financial Center Manager; provides ongoing performance feedback and communicates performance results regularly; holds Managers accountable for meeting and exceeding their goals.
• Develops and follows through on action plans to improve service and ensures a consistent superior member service experience; improves operational processes and controls; and mitigates Credit Union losses.
• Prepares the annual budgets for the Retail department in coordination with the CXO and makes ongoing adjustments to ensure expense control and profitability.
• Builds and maintains relationships with strategic partners of the credit union.
• Ability to effectively communicate verbally and in written documentation with members, prospects, project managers, developers, system users, testers, and at community events.
• Other projects and responsibilities may be added at the supervisor’s discretion.
• Performs other job-related duties as needed.

Job Requirements and Qualifications

•  Bachelor’s degree in business administration or related field, and/or five years of applicable business experience to include process improvement, project management, or business analysis is preferred.
• Must have Five (5) plus years of experience in business development and team leadership.
• Must have Five (5) plus years of progressive financial institution management experience, involving direct member contact, with demonstrated sales and service management, leadership, and organizational skills.
• Thorough knowledge of credit union regulations, services, products and marketing principles.
• Strong leadership skills and the ability to motivate, develop and evaluate staff.  Ability to exercise superior judgment when handling problems pertaining to members and staff. 
• Demonstrates sound judgment in decisions regarding branch operations, goal attainment, and member problem resolutions.
• Travels frequently to financial centers and Credit Union events, business functions, or to attend other business development activities.
• Comprehensive understanding of credit union strategy and priorities.
• Strong interpersonal and relationship skills necessary to build and expand business relationships externally.
• Ability to perform job responsibilities honestly and ethically.
• All members of the Firstmark Credit Union Management Team are expected to:
  • Fully execute Strategic Initiatives on time, as assigned.
  • Role model our “High Five” shared values and appropriate behaviors to staff.
• Hold employees accountable for exhibiting our “High Five” shared values and meeting performance expectations through continuing dialogue and performance management feedback, including delivering evaluations on time.