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Numerica Credit Union · 20 hours ago

VP Retail Experience

Spokane, WA

Full-time

Onsite

Senior Level, Lead/Staff

$158K/yr - $236K/yr

10+ years exp

Numerica Credit Union is seeking a VP Retail Experience to enhance lives, fulfill dreams, and build communities. This role is responsible for planning, organizing, and directing the credit union’s branch network, focusing on profitability, staffing, quality service delivery, and business development.

BankingCreditFinancial Services

Growth Opportunities

Responsibilities

Understand and support credit union philosophy & principles

Actively participate in planning, goal setting and budget processes

Promote and implement pro-active sales culture in branches

Plan for, direct and develop new markets to grow business

Create community engagement strategies and participate in community service projects and build relationships with civic and community leaders

Represent Numerica at community events

Coach Branch Managers on establishing a balanced product mix, ensuring regulatory compliance and optimal member service

Proactively identify opportunities for improvement, recognizing the uniqueness of each branch

Ensure adoption of new technology and effectiveness of sales, services and implementation of new products and services at branch level

Work with other stakeholders in the organization to develop and introduce new products and services to the branch network

Build strong partnerships throughout the organization

Recruit, select, develop and evaluate branch managers

Ensure that branch manager implements professional growth plans

Ensure branch managers are facilitating engaged branch teams

Ensure consistent staffing for quality member service at all branches

Spend at least 50% of time observing branch operations to coach staff and monitor quality service

In absence of branch manager or unforeseen vacancy, serve as temporary branch manager

Provide timely feedback, documentation and performance evaluations

Proactively coach Branch Managers as it relates to leadership development and uphold Numerica’s leadership competencies, core values and CARE principles

Ensure branches are in compliance with company policies & regulatory procedures

Ensure security of branch operations including staff competency in security procedures

Cooperate with Internal Auditor, Supervisory Committee and Examiners

Share information regularly with Retail Experience leadership team

Support and represent Executive management strategy to branches

Maintain positive relationship with membership as well as internal business partners

Maintain professional business relationships with vendor partners

Maintain knowledge and adhere to all BSA regulations and compliance standards on internal and external policies

Effectively incorporate concepts of CARES Principles in daily behaviors and interactions: Connect – Create a welcoming, energized, and warm environment; Ask – Discover and confirm others’ needs to ensure they feel understood and known; Resolve – Take personal and full responsibility for meeting others’ needs; Elevate – Commit to long-term personal and organizational growth and improvement; Strengthen – Invest in our Numerica community and beyond

Qualification

Branch operations managementSales culture developmentCommunity engagement strategiesLeadership coachingRegulatory complianceBusiness developmentStaff recruitmentTrainingSpreadsheet applicationsWord processingDiplomacyTrust-building

Required

Bachelor's degree plus ten to fifteen years related experience and/or training or equivalent combination of education and experience acquired in a credit union, bank or other financial institution operating in a multi-branch environment

Proven success creating a professional sales/service team through recruiting, training, developing and retaining highly skilled professionals

Able to read, analyze and interpret general business periodicals, professional journals, technical procedures and government regulations

Able to write clear, professional business correspondence, reports and procedure manuals

Able to present information clearly and respond to questions from groups of managers, clients, members and the general public

Able to present ideas clearly using respectful language, tone and body language

Capable of motivating and influencing others through diplomacy and building trust

Adept at gaining cooperation from people both internally and externally

Able to operate personal computer including full working knowledge of spreadsheet applications and word processing

Familiar with variety of service delivery systems and products including input and output requirements, system maintenance, upgrading and general operations

Ability to lift up to 25lbs