Under the general guidance of the Executive Vice President of Member Delivery, the Vice President of the Branch Network is accountable for the Branch Network, ATM, and the Sales and Service Department. This includes leading a team of Directors to ensure a memorable member experience in the branch delivery channel. Areas of accountability include employee engagement, operational soundness, compliance, ensuring organizational goals are met or exceeded, member and loan growth, and holding branches accountable for sales and service that align with the credit union's mission, vision, values, and strategic goals. The Vice President will also participate in formulating the strategy that will drive the credit union towards a high-performance culture and maximum productivity.
Key Drivers in This Role:
Participates in the credit union's Strategic Planning process. Champions strategic initiatives as assigned and assists with the implementation of the project plan(s) in support of short and long-term organizational goals. Collaborates with other departments to move strategic projects forward.
Proven ability to deliver sales and service results with a large Branch network. In-depth knowledge of selling strategies and methods, as well as employee motivation techniques.
Responsible for developing and executing sales strategies that drive revenue, monitoring and reporting on sales goals, and adjusting tactics as needed to reach them.
Demonstrated experience with new branch builds, ATM/ITM infrastructure and implementation.
Drive the Branch Delivery Channel Deployment Plan to ensure the future of the branches remains relevant. This includes recommendations for new branch sites, acquisitions, and relocation/closures, via extensive market research, monitoring industry, and economic trends conducting competitive analysis, and recognizing potential opportunities.
Responsible for oversight of all processes and procedures; continually coming up with areas for continuous improvement. Provides feedback on new/existing procedures, programs, and processes.
Demonstrated ability to present to senior executives, board members, and vendors.
Oversees the daily operation and administration activities of branch operations and sales and service.
Develops direct reports by providing strategic direction, coaching, and guidance. Prepares them for next-level leadership and succession planning.
Approves in collaboration with Branch Directors, the recruitment, training, and development of branch management. Ensures adequate staffing levels are maintained within the approved operating plan and assists with and monitors promotions and internal transfers.
Reviews performance evaluations written by Branch Network Directors and provides feedback on strengths and opportunities for improving content and messaging. Verifies Directors are conducting regular 1-1 sessions with staff (documented).
Provides analysis and guidance in the ATM program and business operations across the Branch Network.
Audits and approves monthly expense reports, submitted by Directors; assess and document monthly budget variances and shares key data with EVP.
Shares sales data and related recognition information regularly with the SVP to coordinate awards and incentives.
Sets tone for branches and oversees central aspects of employee management (direct and indirect reports), including workforce planning tasks, FTE counts, hiring, staff development, and performance feedback, consistency in the application of relevant organization policies, job design, and pay alignments, and employee engagement.
Establishes positive employer-employee relationships, and promotes a high level of employee morale, trust, and integrity.
Handle branch emergencies, ensuring all groups are completing tasks necessary for a quick resolution. Responsible for escalated notification to Executive Management.
Responsible for annual budgeting process for Branch Network, Sales, and ATM Departments and makes recommendations for Capital Expenditures budget.
Communicates with branch management to effectively facilitate both upward and downward feedback. Ensure procedural and policy changes are communicated timely and are clear and understood. Recognize and celebrate sales and service successes to motivate employees to support growth and reach strategic goals.
Addresses and resolves member complaints and issues, as needed.
Ensure Branches, ATM, and Sales departments are adequately prepared for an audit and comply with credit union policies, procedures, and regulatory requirements to minimize losses to the credit union. Oversee Internal Audit and Compliance corrective action plans for the Branch Network and Sales departments.
Responsible for meeting/exceeding Branch Network production and service goals monthly and annually.
Conducts other special projects as determined by the SVP.
Supervisory responsibilities:
This position reports to the Executive Vice President, Member Delivery. The following position reports directly to this role: Senior Director, Branch Network, Senior Director, Sales, Service and Support, Director, Branch Network. All branch and float management and staff are indirect reports.
NATURE & SCOPE:
This is a fast-paced, high-profile position for a strategic Vice President of Branch Network. This role will challenge you to push boundaries, break from tradition and recommend ways to solve the toughest business problems. A large part of the job will be to strategically develop, drive and manage the branch delivery channel initiatives, making recommendations to update processes and systems to ensure they are member-centric while balancing operational objectives and organizational risk tolerance. You will work collaboratively with senior management, subject matter experts, and department and branch managers to orchestrate the resources required to achieve the organizational goal.
Other Education, Skills, and Abilities
A Bachelor's degree in Business/Financial Services is preferred or up to 10 years of equivalent financial industry experience.
Five or more years of recent experience are required as a Branch AVP or higher position.
Requires working knowledge of National Credit Union Administration (NCUA) regulations, California Credit Union Law and Rules and Regulations, and other applicable federal and state laws and regulations. Knowledge of California basic employment law.
Ability to develop trusting relationships to gain support and achieve results at all levels of the organization. Experience in coaching, training, and developing employees in a high-performance culture.
Adept at managing and motivating people
Demonstrates advanced skills in data gathering and analysis methods; displays a strong ability to spot trends, draw insights, and communicate findings through data visualization methods.
Excellent communication (written and verbal), and presentation skills. Experience in creative problem solving, influencing, change management, and eliminating barriers at any organizational level.
Demonstrated skills in conflict management, negotiation, and critical thinking
MAJOR ACCOUNTABILITIES
Visit branches and listen to the voice of the member and frontline staff. Share learnings with EVP.
Manages, motivates, coaches, trains, and mentors direct reports to excel at achieving sales and service goals.
Champions strategic initiatives as assigned and assists with the implementation of the project plan(s) in support of short and long-term organizational goals. Collaborates with other departments to move strategic projects forward.
Manage the Branch Delivery Channel Deployment Plan to ensure the future of the branches remains relevant. This includes recommendations for new branch sites, acquisitions, and relocation/closures, via extensive market research, monitoring industry, and economic trends conducting competitive analysis, and recognizing potential opportunities
Oversees the daily operation and administration activities of branch operations and sales. To include audit preparation and response, handling of emergencies, member complaints, sales tracking, budget variance, rate matches/negotiations, overrides, and support to Branch Directors.
Participate in credit union committees.
PHYSICAL REQUIREMENTS
Excellent ability to communicate, both verbally and in writing; ability to tolerate periods of continuous sitting. Occasional travel may be required.
ENVIRONMENTAL CONDITIONS
Work is primarily performed within an enclosed office setting. Subject to standard background noise found in an office environment and during travel time, subject to variable weather and traffic conditions.
Note: Staff is expected to perform various tasks, projects, and administrative duties as assigned.
Management reserves the right to assign or change duties and tasks to this position at their discretion.