Vice President Branch Experience

Description

POSITION TITLE: Vice President Branch Experience 

DEPARTMENT: Operations

CLASSIFICATION: Exempt 

APPROVED BY: CEO

WAGE GRADE: 17 

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Chief Experience Officer

POSITIONS SUPERVISED: Regional Branch Managers

POSITION PURPOSE

Responsible for the leading service, growth, and member relationship deepening in the branch channel. Organizes, plans and leads branch service and member growth efforts to ensure sustained and profitable membership via organic membership, lending, and deposit growth. Ensure consistent delivery of exceptional experience across the branch network. Working closely with stakeholders across the credit union, the Branch Experience VP ensures consistent execution of sales strategies and service standards. The role will lead strategic initiatives that enhance member service, acquisition, retention, and deepening in the branch network. Directs and appraises the activities of subordinate managers and ensures all services are professionally delivered and members are served with excellence.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assists with the development and implementation of effective strategies that drive service and growth.

• Assists Chief Experience Officer with long and short-term department strategic planning.
• Executes established goals and ensures that corporate-wide plans are complemented and supported.
• Develops and implements service and sales plans, tactics, and goals that further strategic objectives.

Assumes responsibility for service and sales experience leadership.

• Ensures service and sales experience is consistently delivered in accordance with established 4Front Credit Union member experience standards. 
• Lead performance coaching for branch leadership, focusing on effective consultative sales, relationship deepening, and referrals to other lines of business.
• Monitor sales performance metrics and pipeline activity; analyze trends and adjust tactics accordingly.
• Ensures that applicable laws and regulations are strictly adhered to. 

Ensures formulation and execution of service and experience strategy.

• Champions a culture of excellence in service delivery across all branches.
• Sets and maintains member experience standards, ensuring a consistent, welcoming, and solution focused environment.
• Reviews service metrics (e.g. Total Experience and NPS) and implements continuous improvement in the branch network.

Assumes responsibility for ensuring the effective administration of branch service and sales functions.

• Oversees branch properties and collaborates with Facilities for grounds keeping, utility updates, building improvements and maintenance. 
• Keeps Chief Experience Officer informed of branch service and sales activities, progress toward established objectives, and of any significant problems.  
• Attends and participates in meetings and committees as required. Completes required reports and documents.

Effectively supervises personnel, ensuring optimal performance.

• Provides leadership to branch personnel through effective objective setting, delegation, and communication. Conducts staff meetings as required. Directs, schedules, and coordinates department functions.
• Ensures personnel are well trained, effective, and optimally used. Instructs personnel regularly regarding policy, procedure, and program changes.
• Identify high potential talent internally and externally to contribute to leadership succession planning within the branch network.
• Conducts performance appraisals as required. Formulates and implements development plans and corrective actions as needed. Recommends changes in the status of branch staff, including promotions, transfers, and salary adjustments.
• Ensures staffing levels are appropriate and human resources are effectively utilized. Assists with interviews, hiring and terminating personnel as needed.
• Reviews and ensures the maintenance and accuracy of position descriptions and salary structures.
• Assists and supports personnel as needed.

Assumes responsibility for ensuring professional business relationships are established and maintained with customers, vendors, the business community, and trade organizations.

• Ensures 4Front’s professional reputation is maintained throughout the organization and the community.
• Ensures internal and external member requests, needs, and questions are promptly resolved.  
• Promotes and participates in community outreach 
• Supports community and business development activities by branch teams, including going on external member/prospect visits, assisting with financial wellness seminars, and attending community events on 4Front’s behalf.

Assumes responsibility for related duties as required or assigned.

• Ensures work area is clean, secure, and well maintained.
• Stays informed of trends and changes in Operations, the CU industry and financial, economic and social sectors.
• Completes special projects as assigned.

Provides strategic leadership to drive organizational impact through effective planning, execution, and performance management.

• Lead the development, prioritization, and execution of strategic initiatives aligned with organizational goals
• Translate company vision into actionable departmental objectives and long-term plans.
• Identify high-impact priorities and allocate resources effectively.
• Establish, track, and interpret key performance metrics that measure success and drive continuous improvement.
• Facilitate cross-functional collaboration to drive innovation and deliver on critical business initiatives.
• Regularly assess internal and external trends to anticipate challenges and uncover new opportunities for growth.
• Manages financial performance ensuring cost efficiency and alignment with organizational financial goals.  
• Remain informed on industry trends and emerging strategies to contribute to/inform the credit union’s strategic plan.

PERFORMANCE MEASUREMENTS

• Member service, growth, production, and deepening targets are being achieved.
• Branch functions are well coordinated and collaborative with member experience operations, communication center, lending, and peer departments. Good communication exists and assistance is provided as needed.
• Property management and maintenance are well planned and implemented.
• Branch personnel are effective, efficient, and optimally utilized. Good communication exists and collaborative DEI initiatives and support is provided as needed.
• Executive Management is appropriately informed of branch activities and of any significant problems. Suggestions for improved efficiency or effectiveness are provided. Required reports and records are accurate and timely. 
• 4Front’s professional reputation and financial service excellence are maintained.
• Good working relationships, DEI and collaborative initiatives exist with CU personnel.  

Requirements

QUALIFICATIONS

EDUCATION/CERTIFICATION: 

• Bachelor’s Degree preferred

REQUIRED KNOWLEDGE: 

• Knowledge of financial institution service and sales strategy and tactics.
• Strong leadership acumen.
• Understanding of related legal and regulatory requirements.
• Knowledge of Company products and services.

EXPERIENCE REQUIRED: 

• Ideal candidate will have five to ten years demonstrated management experience, preferably multi-unit experience.

SKILLS/ABILITIES: 

• Excellent communication, compliance, interpersonal, and leadership skills.
• Strong project management skills.
• Ability to motivate or influence, obtain cooperation and facilitate conflict resolution.
• Well organized and able to consistently meet deadlines  

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTION: Movements frequently and regularly required using the wrists, hands, and/or fingers.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions (such as in a typical office). Travel may be required across the regions supervised.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: 

• Ability to apply logical or scientific thinking to a wide range of intellectual and practical problems.
• Able to deal with very difficult concepts and complex variables.

MATHEMATICS ABILITY: 

• Ability to compute discount, interest, profit, and loss; commission markup and selling price; and ratio, proportion, and percentage.
• Able to perform very simple algebra.

LANGUAGE ABILITY: 

• Able to read scientific and technical journals, abstracts, financial reports, and legal documents.
• Ability to prepare articles, abstracts, editorials, journals, manuals, and critiques.
• Ability to prepare and make comprehensive presentations, participate in formal debate, communicate extemporaneously, and communicate professionally before an audience.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.