Position Description:

As the Vice President of Member Experience and Retail Banking, your primary responsibility will be to enhance and redesign the member journey for Signal's consumer members across physical and digital channels by removing friction, improving products, and optimizing processes. You will provide strategic leadership and oversight of our branches, digital call center, products, and ATM network. Your focus will be on improving retail and digital delivery to our members to cultivate relationships, align physical and digital branch experiences, drive digital adoption, and increase organizational efficiencies.

Your role will involve executing sales and service initiatives that meet or exceed performance targets for retail banking services. You will also be directly involved in the development and implementation of new products and services. Additionally, you will direct and coordinate all member experience activities of the credit union's branches and digital call center.

In this position, you will ensure compliance with credit union policies, assist in the development of policies, and manage member experience through all member touch points in order to meet credit union goals and objectives. You will play a key role in enhancing the overall member experience, driving consumer growth, and contributing to the long-term success of the credit union.

Position Responsibilities:

Implement policies, procedures, and programs to ensure access to training, promotion, employee development, and other opportunities for subordinates in a management climate of equal opportunity.

• Develop and manage staffing strategy to include proper hiring, assignment, training, supervision of employees, periodic evaluation on job performance, appropriate use of discipline, compliance with termination policy, and development of successors for key positions.
• Plan, organize, control, and review all member experience channels, which primarily include the credit union's branches and digital member support center. Incorporate means of including member feedback across all member facing channels.
• Direct the compilation and analysis of statistics necessary for efficient operations and growth across all member facing channels.
• Represent the credit union well and maintain strong working relationships with representatives of the community and inform the CEO and COO of any member or public relations items deserving attention.
• Review, manage, and recommended salary, personnel actions, and equipment or resources requests for employees under your supervision.
• Provide liaison and guidance to all managers under your supervision to ensure effective workflow between these areas and all divisions of the credit union.
• Responsible for physical and virtual branch strategy including facilities, improvements, and upgrades.
• Attend regular staff meetings and conduct meetings with personnel under direct supervision whenever necessary to disseminate pertinent information to discuss outstanding matters.
• Engage with the Board of Directors on a consistent basis to represent credit union matters via the Member Experience Committee.

Position requirements:

• College degree or equivalent experience required. Advanced degree preferred.
• Minimum of ten years of similar or related experience, with proven leadership, call center/branch, client relationship management, and organizational skills are required
• Prior experience in a banking or financial services company required.
• Excellent interpersonal engagement, leadership, and presentation skills, attentiveness, information retention, tact and diplomacy in dealing with both members and employees required.
• Work involves motivating or influencing others.
• Strong organizational skills including the ability to prioritize functions and meet multiple deadlines in a timely and accurate manner
• Ability to conduct research and possess strong resolution skills
• Strong verbal and written communication skills
• Proficiency with Microsoft Office Suite (Teams, Word, Excel, PowerPoint) required

The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.

We are proud to be an Equal Employment Opportunity (EEO). Signal Financial Federal Credit Union does not discriminate against any applicant or employee based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws.