Head of Retail Delivery

The Head of Retail Delivery is a senior leadership role responsible for optimizing the retail banking operations and services. This role will be instrumental in driving the growth development and overall strategy of the branch network and member service operations. This person will lead the efforts to enhance the member experience manage retail product offerings and ensure that the credit union maintains a competitive edge in the retail banking sector.

Key Responsibilities:

Strategic Leadership & Vision:

• Develop and execute a comprehensive retail banking strategy aligned with the credit unions goals and values.
• Establish and communicate a clear vision for the retail banking division to enhance member satisfaction engagement and overall profitability.
• Collaborate with executive leadership to shape the overall organizational strategy and business objectives.

Member Experience & Satisfaction:

• Design and implement strategies to improve member experiences at all touchpoints including branch locations digital platforms and member service channels.
• Establish member service standards to ensure consistent delivery of superior service and resolve escalated member concerns.
• Continuously evaluate market trends member feedback and industry best practices to identify new opportunities for service enhancements.

Retail Operations Management:

• Oversee the daytoday operations of the credit unions branch network ensuring efficient and effective delivery of products and services.
• Drive operational efficiency through process improvements technology enhancements and employee development.
• Monitor key performance indicators (KPIs) to evaluate the success of retail banking operations and make adjustments as needed.

Retail Product Development & Profitability:

• Lead the development launch and promotion of retail banking products such as loans savings accounts and credit cards.
• Identify opportunities to crosssell and upsell products to meet members financial needs while ensuring compliance with regulations.
• Set performance targets and financial goals for retail banking products ensuring a focus on growth profitability and risk management.

Team Leadership & Development:

• Lead and mentor a highperforming team of branch managers retail staff and customer service professionals.
• Foster a collaborative inclusive and resultsoriented team culture.
• Provide coaching and development opportunities to ensure staff are equipped to provide exceptional service and achieve professional growth.

Compliance & Risk Management:

• Ensure all retail banking activities comply with federal and state regulations credit union policies and industry best practices.
• Monitor risks related to retail banking operations and implement strategies to mitigate exposure including fraud prevention and operational risk controls.

Community Engagement & Brand Representation:

• Represent the credit union at community events financial literacy programs and member engagement activities to build and strengthen relationships.
• Promote the credit unions brand and values through community outreach and awareness programs.

Technology & Digital Transformation:

• Collaborate with the IT and Digital Banking teams to ensure the integration of cuttingedge technology in retail services such as mobile banking ATM networks and online banking platforms.
• Lead digital transformation initiatives to improve efficiencies enhance the member experience and reduce costs.

Qualifications & Requirements:

Education:

• Bachelors degree in Business Administration Finance Marketing or a related field (required).

• Masters degree or advanced certifications (e.g. MBA CUNA or similar) preferred.

Experience:

• Minimum of 10 years of experience in retail banking or financial services with at least 5 years in an executive or senior leadership role.

• Proven track record in retail banking strategy development operations management and member experience enhancement.

• Experience in managing a multilocation branch network and retail banking teams.

Skills & Competencies:

• Strong leadership skills with the ability to inspire mentor and develop teams.

• Excellent strategic thinking and problemsolving abilities.

• Indepth knowledge of retail banking products services and industry trends.

• Exceptional interpersonal communication and negotiation skills.

• Strong financial acumen with experience in budgeting forecasting and performance management.

• Ability to thrive in a fastpaced dynamic and highly regulated environment.

Compensation & Benefits:

• Competitive salary commensurate with experience.

• Comprehensive benefits package including medical dental and vision coverage retirement plan and paid time off.

• Professional development opportunities.