• Works with Head of Member Delivery & Marketing to advise leadership teams on all matters associated with retail strategies. Develops, implements, and maintains appropriate retail policies, procedures, systems, vendors, budgets, products, services, and risk management practices in order to ensure compliance with and support of all Credit Union goals, objectives, policies, and regulatory guidelines.
• Ensures all retail growth and member experience goals are achieved; develops and implements approved long- and short-term retail strategies to appropriately address member experience, member growth and retention, retail loan growth, deposit growth, retail fee income, compliance, and market penetration strategies, goals, and objectives.
• Effectively coaches and develops Team to continually improve member service and meet or exceed other retail related goals.
• Works directly with auditors, regulators, examiners, members, and other senior/department managers as necessary to resolve any related compliance, legal, or member issues/complaints.
• Responsible for the organization’s impact on member experience - orchestrating the end-to-end journey between members and the Credit Union as related to all retail products and services in order to support the Credit Union’s mission statement and core values.
• Works with the Head of Member Delivery & Marketing to resolve all retail member complaints.
• Understands the emotions and needs of the member and what he or she is trying to achieve in order to recommend appropriate solutions.
• Maintains market knowledge of the member experience landscape, competition, and consumer attitudes, proactively assessing, analyzing, and implementing effective actions to sustain growth, increase market share, improve efficiencies, and meet member experience goals.
• Assumes other duties and responsibilities as requested.

• Leads the Head of Business Market Development in the development of strategies for uncovering referrals from existing relationships and works with Heads of Branches to identify and refer business referrals.

• Leads the Head of Area Branches and Heads of Branch in the implementation of retail initiatives.
• Responsible for the talent management of regional retail branch offices and the Call Center (Member Service Center - MSC), including identifying, recruiting and retaining staff, as well as planning for and ensuring adequate staffing levels in each branch/MSC based on member needs and transaction and account activity levels.
• Supports the budget oversight of all branches.
• Manages complex operational, servicing issues that are escalated to a higher level.
• Participates in committees as requested by management; provides recommendations, input, and guidance as appropriate to support the successful achievement of organizational strategic goals and objectives while mitigating any risk.

• Apply for and successfully maintain NMLS registration
• Completion of all assigned trainings per regulations set forth by SAFE Act
• Completion of annual registration renewal process

• Models People’s Credit Union’s values and purpose in all interactions, decisions, and leadership practices.
• Continuously develops expertise and leverages industry trends to strengthen performance and align with the Credit Union’s strategic direction.

• Champions financial literacy and transparency internally, helping all employees understand how their work contributes to PCU’s success.

• Serves as a visible leader and ambassador of PCU’s mission in the community and the credit union movement.

• Communicates organizational updates and initiatives to staff in a timely and effective manner.
• Maintains a positive leadership role with staff and works to foster a culture of trust, collaboration and accountability.
• Effective management in creating highly motivated, well-trained staff.
• Ensures all employees have appropriate training and development plans including the recommendations of appropriate external and internal training as necessary for staff development.

• At least ten (10) years of progressive experience in a banking/credit union leadership role with particular experience in branch/retail operations. Proven success in managing multiple branch locations preferred. Thorough understanding of retail deposit and loan products, services, procedures, and related state and federal regulations required.
• National Mortgage Licensing System (NMLS) registration required.
• Excellent leadership and oral and written communication skills required. Ability to work in a consultative manner, including the ability to lead complex business initiatives and collaboratively partner at all levels.
• Previous experience managing a budget related to all retail functions and goals.
• Working knowledge of Windows, Word, Excel, and member and account origination and maintenance systems. Knowledge of COCC Insight products and services highly recommended but not required.

• Perform primarily sedentary work with limited physical exertion.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day.
• Must be able to work additional hours whenever required or requested by management.
• Must be capable of regular, dependable, and timely attendance.

• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Must be able to prioritize work, maintain engagement and productivity in a remote work environment.
• Must be able to travel to off-site locations; maintain adequate transportation.

An Equal Opportunity Employer, including disability / veterans.