VP of Retail Delivery

The Vice President of Retail Delivery is responsible for leading, planning, organizing, and directing all FirstLight Federal Credit Union's Retail Branch Operations including Branches, Delivery Operations Support, and Investment, Retirement and Insurance Services (IRIS). As an integral part of the Senior Management Team, this leader develops and executes short-term and long-term strategic initiatives that drive best-in-class member experience that leads to member growth. Fosters a retail delivery team of trusted financial advisors to educate members on their personal finances that help them improve their lives and achieve their dreams.

Leads the branch delivery and delivery support teams to achieve retail objectives in line with the credit union's mission, core values, and business objectives including but not limited to creating a best-in-class member experience that results in deepening and expanding the member relationship through the products and services offered by FirstLight FCU.

Drives results through key metrics, key performance indicators, and business plans related to retail delivery operations and credit union strategies. Ensures that branch leadership and its employees are knowledgeable, skilled, and trained for the successful delivery of service that increases member growth, member experience/satisfaction, and member financial education. Determines and budgets staffing levels for both branch and support operations. Analyzes and evaluates system efficiencies, quality, employee ease of use, effectiveness of policies and procedures, and employee training to ensure efficient and effective operations. Proactively solicits and implements suggestions to improve member experience through service delivery, member relationship management, and member financial education. Provides ongoing leadership mentoring and coaching, develops, and appraises the activities of subordinate managers. Represents the Credit Union at community functions and events that help build and foster business development.

Manages branch and department profitability through ongoing management of expenses, operational efficiency, and revenue generation. Jointly develops strategy with Executive and Sr. Management Team and ensures tactical implementation of strategic goals. Performs regular risk assessments and manages to the agreed-upon risk tolerance by providing recommendations and implementing policies, procedures, and practices that meet the Credit Union's strategic objectives dealing with branch delivery.

EDUCATION/CERTIFICATION:

Bachelor's degree in related field or equitable experience and the completion of applicable certification.

Obtain and maintain Texas Department of Insurance individual license in "General Lines of Life, Accident & Health" (must be acquired within first year in position)

Preferred: CUNA Management Certification, CCUE (or comparable)

EXPERIENCE REQUIRED:

Minimum eight (8) years of progressive branch operation experience in a Credit Union or similar financial institution to include five (5) years of management and supervisory experience.