AVP of Branches- Western Region

Gesa Credit Union•Renton, WA

13d•Hybrid

About The Position

As the Assistant Vice President (AVP) of Branches – Western Region at Gesa Credit Union, this role leads branches and their teams in delivering exceptional member experiences and building meaningful relationships that improve the financial well-being of our members and communities. The AVP of Branches provides coaching, development, and hands-on support across the assigned division to ensure operational excellence and the achievement of branch, market area, and organizational goals. This position provides direct leadership to Branch Market Managers and oversees a minimum of four (4) market areas. This leader works closely with teams to elevate performance, promote service standards and foster a culture of accountability and collaboration across the branch network. This role calls for a visionary, people-centered leader who demonstrates innovation, builds strong business and community partnerships, and leads with integrity, teamwork, and diplomacy.

Requirements

Bachelor’s degree required or equivalent job experience will be accepted in lieu of a degree
Minimum of five (5) years of retail branch management experience
Two (2) years of experience leading multiple retail branch locations and managers preferred
Proficient with standard office equipment, MS Office, computer and reporting applications, software, and credit union programs
Regular travel is required within assigned market areas and to other business locations as needed to fulfill leadership responsibilities, support branch operations, and participate in meetings and development opportunities
Excellent written and verbal communication skills
Ability to make quality decisions in a timely manner
Strong organizational, problem-solving, attention to detail and analytical skills
Consistently display interpersonal and leadership skills to relate effectively and professionally to members, the public, team members, and all levels of management
Provide informed, professional and accurate service and support to all members, departments and team members, displaying respect for all areas of diversity and levels of knowledge
Ability to manage constantly changing priorities with versatility, flexibility, and enthusiasm
Ability to perform required work under very limited supervision
Ability to formulate, implement and administer policies and procedures relating to credit union branch operations
Establish, teach, monitor and adjust clearly defined goals (both personally and for your team) to achieve objectives
Display and maintain a well-balanced understanding of credit union or banking functions, including operations and lending
Ability to work with Internal Audit and Compliance to ensure adherence with internal controls and regulations
Understand and perform Bank Secrecy Act (BSA) functions as applicable to job responsibilities

Nice To Haves

Two (2) years of experience leading multiple retail branch locations and managers preferred

Responsibilities

Provide exceptional member service and support service and sales initiatives in alignment with established service standards, performance expectations, and member experience goals
Maintain an up-to-date and comprehensive knowledge of all credit union products, services, policies and procedures, as well as industry regulations
Collaborate with department leaders to maintain a cohesive, highly trained, and motivated staff sufficient to meet member service and department demands
Support, mentor, and lead the development of team members through coaching, consistent one-on-one meetings, on-the-spot coaching, and structured development
Recommend, collaborate, and innovate new models and enhancements for the member experience, products and offerings, branch roles, staff development, metrics and analytics, relationship building, community involvement, and the Member Fulfillment department
Attend training sessions, conferences, and seminars, as approved by the team leader. Maintain awareness of policies and regulations related to the duties and responsibilities of the branch and staff
Ensure full adoption of Salesforce and related member relationship management systems
Create, monitor and execute departmental sales campaigns and promotions
Collaborate with branches to develop, monitor, and support branch staff in delivering exceptional member service and achieving organizational, divisional, and branch sales goals and objectives
Partner with internal business partners (e.g., Mortgage, Commercial, and Gesa Investment Services) to support campaigns, enhance member service and offerings, and increase branch staff involvement and education
Consistently develop and maintain business partner relationships within the community
Collaborate with Community Outreach, Learning & Development and Marketing to ensure the Division is well represented and engaged in the communities served
Oversee employment decisions, the progressive disciplinary process, and timely staff evaluations for direct reports, including assigned Market Managers, and support these processes across the Division
Monitor, address, and report on trends in department and Division operations. Develop recommendations for cost efficiencies and enhancements to products, pricing, policies, procedures, and processes
Prepare and report Division and branch performance results on a monthly and quarterly basis to support informed decision-making and accountability
Recommend, implement and supervise the budget for the Division. Develop recommendations for cost efficiencies and enhancements to products, pricing and processes
Assist branch leaders and staff with complex member, staffing and system challenges
Collaborate with other departments to improve policies, procedures, communication, the member experience, and the user experience on behalf of the Retail department
Regularly work as a resource on various organizational projects as needed
Promote and support a digital-first banking initiative aligned with membership growth strategies to offer convenient and seamless connections to the Credit Union
Provide strong operational oversight as the first line of defense by ensuring branches conduct business in a safe, sound, and consistent manner; proactively identify and mitigate risk; and ensure adherence to all regulations, policies, procedures, and internal controls
Maintain and protect all sensitive data utilizing the highest standard of confidentiality and professionalism
Provide oversight of the security, physical facility and property, including general maintenance and upkeep of the branches
Successfully perform the duties, responsibilities, and job functions of the VP of Branches in their absence
Demonstrate and support credit union values and service standards
Spend a minimum of 60% of the work week in market supporting assigned Market Managers and branch teams, with a focus on sales and service, process improvement, coaching, and staff development