Vice President of Branch Operations chez UHFCU

DO YOU WANT TO MAKE A DIFFERENCE?

Join a spirited, dynamic team with Hawai`i’s leading credit union as we make a difference in our community – providing financial value, exceptional service, and state-of-the-art convenience to our members.

As the Assistant Vice President, Member Experience, you’ll play a key leadership role overseeing the daily operations of multiple UHFCU branches. This position is hands-on and deeply involved in ensuring each branch delivers consistent, high-quality service and efficient operations. You’ll support and guide branch managers, streamline processes, and drive initiatives that enhance the end-to-end experience for our members — from the moment they walk in to the moment their financial needs are met. While you’ll visit and support multiple branches, this role requires a strong presence at our main branch to lead by example, collaborate with your team, and stay connected to the heart of our member experience.

Position Title:              Assistant Vice President, Member Experience 

Department:                Administration 

FLSA Classification:  Exempt

Reports to:                  Senior Vice President, Image & Experience

Employee Benefits

One great perk of working at UHFCU is we offer on-demand pay through our financial wellness provider. With the on-demand pay benefit, you can have the money you've already earned when you need it, so your time and money can work better for you. Get early access and get paid without waiting for your paycheck.

In addition to competitive pay, we are proud to offer a comprehensive benefits package.

• Medical Insurance which Includes Drug and Vision; Company pays 100% of Employee's Self-Coverage; PLUS, a Company Paid Subsidy Towards Family-Coverage
• Dental Insurance; Company Pays 100% of Employee's Self-Coverage and Employee Pays for Low Cost Family-Coverage  
• Medical and Dental Plan Premium Waiver Option
• 401(k) Retirement Plan with Employer Match and Non-Elective Contribution (NEC)
• Eligible to Earn Thirty-Five (35+) Paid Days Off a Year
• Vacation Cash-Out Program
• Flexible Spending Accounts: Healthcare and Dependent Care (Pre-Tax Benefit)
• Company Pays for Employee Group Basic Life With AD&D Insurance
• Company Pays for Employee Long Term Disability Insurance
• Voluntary Accident Recovery, Critical Illness + Cancer, and Hospital Insurance
• Employee Assistance Program (EAP)
• Employee Loan Discount
• Company Subsidizes 50% for Adult Monthly Bus Pass 
• Cash Reward Employee Referral Program
• Workiversary Cash Reward and Gifts
• Internal and External Professional Development Opportunities
• And Many More!

Position Purpose:

This position will institutionalize and scale branch operations best practices across all locations by developing, overseeing and executing operational strategies and developing a program for service excellence in the retail environment.  This individual is expected to meet or exceed branch sales and service goals for deposit growth and consumer lending through coaching team members to build and enhance member relationships.  This position serves as part of the leadership team and is responsible for demonstrating strong leadership in support of the credit union’s vision and mission, ensuring that members are provided with exceptional service.

Essential Functions: 

• Responsible for the implementation and sustainability of member satisfaction initiatives to improve member experience in alignment with the strategic and operational objectives of the Credit Union.
• Develops and implements key operational strategies to improve service quality, overall member experiences, financial results, and employee engagement at all branches.
• Identify and set goals/metrics and tracks for branch staff.  Manage, coach, and counsel staff to maximize staff performance, including setting and meeting department goals, identifying measurements, and handling personnel issues.
• Develops and measures the effectiveness of all operational processes.  Provides timely, accurate and complete reports on the operating condition of the retail environment.  Recommends solutions to areas that require improvement.
• Develops a strategic plan for the branches and necessary measurements to ensure branches meet their specific goals.
• Supports the budget preparation process by collecting and compiling departmental data and related documentation.
• Establishes department goals and ensures adherence to policies and procedures that support the sales and service culture. 
• Collaborates as a key member of the Senior Management Team on credit union-wide strategic planning initiatives and corporate direction.    
• Ensures compliance with applicable state, federal, and credit union regulations through periodic training of staff and compliance reviews.
• Ensures proper procedures are established and consistently followed at all branches.
• Maintains the security and confidentiality of pertinent information and records.
• Performs other work as needed.

Performance Standards:

• Specific goals and objectives for the branches, in alignment with the Credit Union’s strategic plan, are met in a consistent and timely manner.
• Branches are run in an efficient manner with minimum disruption in member service.
• Maintains regular on-site presence and actively supports branch operations by assisting with transactional and member service needs as required.
• Process improvements are member-centric and foster operational excellence.
• Timely completion of performance evaluations for direct reports as well as staff.

Qualifications:

Education/Certification: 

Bachelor’s degree in business–related major.

Required Knowledge: 

Proficient in MS Office Suite.  

Comprehensive knowledge of bank consumer compliance regulations.

Experience Required: 

Five years financial industry or credit union management experience.

Five years supervisory or management experience.

Skills/Abilities: 

Excellent verbal and written communication skills.

Excellent analytical, creative and problem-solving skills.

Able to develop and motivate staff.  Excellent coaching and mentoring skills.

Able to support a strong member service culture.

Activities and Requirements of this Position:

Repetitive Motion: 

Movements frequently and regularly required using wrists, hands, and/or fingers.

Communication Skills: 

Must frequently convey detailed or important instructions of ideas accurately and quickly.

Visual Abilities: 

Average visual acuity necessary to read, prepare and inspect documents or products.

Hearing: 

Able to hear average or normal conversations and receive information.

Physical Strength:                 

Sedentary work (sitting most of the time).  Able to lift and carry up to 25 lbs. 

Reasoning Ability: 

Able to apply common sense understanding to carry-out detailed instructions and to deal with problems involving variables.

Mathematics Ability:

Able to perform basic math skills including adding, subtracting, multiplying and dividing using a calculator.

Language Ability:

Able to write complex sentences using normal word order with present and past tenses, as well as a command of the English vocabulary.

Working Conditions:

Air-conditioned, smoke-free office setting.  Must be able to travel to meeting sites.

Attendance Requirements:

Please note that scheduled attendance requirements may change due to business needs.

Business Hours:

Monday through Saturday.  Business hours are subject to change. Must be able to work additional hours, weekends, and holidays as needed.