Job Description

To be effective, an individual must be able to perform each job duty successfully. Member Focus

• Proactively identifies opportunities to improve the member experience and collaboratively works to create, implement, and execute strategies to improve the member experience.
• Consistently implements Member Service Team and Credit Union member experience strategies across area of responsibility.

Leadership Development

• Hires, develops, and leads Regional Managers.
• Articulates a compelling vision, creating a strong connection between their vision and the member experience.
• Ensures Regional Managers understand their roles and allows the Regional Managers to execute on the vision and Member Service strategy.
• Establishes performance requirements that are consistent with the Credit Union and Member Service Strategy. Creates personal development plans for themselves and Regional Managers.
• Monitors performance of the Area, Regions, and Regional Managers, and coaches for continuous improvement and development.
• Fosters a culture of coaching as the primary means to scale and improve leader and team performance.
• Provides leadership and works with Regional Managers to develop and retain highly competent, member service-oriented staff through selection, compensation, training and day-to-day management practices which support the credit union\'s philosophy and values.
• Creates and models a culture that inspires, motivates, and reinforces accountability of development that is mirrored by Regional Managers and Managers.
• Maintains pipelines of "ready now" talent to fill future leadership roles through active succession plans.
• Conducts regular branch visits with the Regional Manager, conducts frequent one on one visits with direct reports, regularly shadows peers and establishes a regular schedule of two down one on one interactions.

Strategic Leadership

• Participates in the Member Service strategic planning process. Champions strategic initiatives and assists/oversees the implementation of the project plan(s) in support of short and long-term organizational goals.
• Identifies opportunities for continuous improvement and collaborates with others within the credit union to move those projects forward. Monitors key metrics to gauge actual performance against expected results and reports back to senior leadership
• Stays abreast of, evaluates, proposes, and implements new/enhanced technology, services, or product offerings to enhance the member experience and/or branch performance.

Organizational Partnership

• Collaborates with peers and represents the Member Service team on committees and task forces to develop or improve the credit union\'s technology, product or service offerings or work processes.
• Assists the marketing department in the development and implementation of branch marketing strategies and promotions.
• Acts as liaison to various corporate teams. Represents Member Service in communicating changes to their assigned departments.
• Works in conjunction with the other Member Service VP\xe2\x80\x99s to ensure consistent policies, procedures, and best practices are shared across all branch and contact center teams.

Branch Operations

• Communicates operational changes to Regional Managers to ensure consistent application throughout the branch network.
• Works with each Regional Manager to establish annual branch staffing, expense budgets and business plans and monitors and evaluates their performance in each area.
• Responsible for consistency in following credit union policies and procedures in the full-service branch environment.
• Responsible for ensuring that operational, sales and service training is provided to all branch staff.
• Assists in planning, developing and construction of new full-service branch facilities and in remodeling of existing facilities.
• Ensures the credit union\'s professional image and atmosphere is conducive to a sales and quality service culture.
• Ensures that branch security and operations meet credit union and regulatory standards.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES
The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Experience
10+ years\xe2\x80\x99 experience in financial industry required, which includes 7+ years of progressive leadership experience. Education
Bachelor\xe2\x80\x99s Degree in Leadership, Business Administration, Finance, Sales/Marketing or similar or equivalent experience required. MBA preferred. Other Skills and Abilities

• Ability for highly complex conceptual thinking and considerable working knowledge of other major areas of the credit union.
• Ability to articulate a compelling vision and can communicate effectively in highly critical one-on-one and group situations.
• Thorough knowledge of coaching and team member development techniques and practices.
• Thorough knowledge of credit union policies and procedures.
• Ability to provide effective leadership and guidance to \xe2\x80\x9cleaders of leaders\xe2\x80\x9d.
• Ability to analyze and interpret complex data and develop short- and long-term strategies/business plans accordingly.

Licenses, Certificates, Registrations, Trainings N/A Computer/Office Equipment Skills

• Basic computer operating skills
• Beginner to intermediate skills in Microsoft Office (Outlook, Word, Excel)
• Type a minimum of 35 words per minute preferred

Managerial Responsibility Has managerial responsibility for a large group of employees (generally more than 15) or more than one group of employees with diversified functions. Policies and practices usually implemented through subordinate supervisors. Language Skills Must have the ability to read, understand and carry out instructions in written and oral form. Ability to present and train in large and small group environments. Excellent oral and written communication skills required. PHYSICAL ABILITIES / WORKING CONDITIONS Physical Demands Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently. Ability to stand, walk, kneel and crouch occasionally. Vision Requirements Close vision (clear vision at 20 inches or less) Distance Vision (clear vision at 20 feet or more) Weight Lifted or Force Exerted Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally Environmental There are no unusual environmental factors Noise Environment Moderate noise (business office with computers and printers, light traffic)