Chief Retail Officer
About The Position
The Chief Retail Officer (CRO) is a member of the Executive Management Team and provides strategic leadership and executive oversight for FirstLight Federal Credit Union's retail banking organization. The CRO develops and executes an integrated retail strategy that advances the credit union's mission of helping members achieve financial success while supporting sustainable membership, deposit, relationship, and revenue growth. The role provides executive oversight of retail delivery channels, including Engagement Center Operations, Call Center and Virtual Retail Delivery, Retail Deposit Operations, Insurance, Retirement and Investment Services (IRIS), and other assigned retail functions. The CRO is accountable for delivering a consistent and exceptional member experience across these channels while driving operational excellence, financial performance, organizational growth, innovation and efficiency, and effective risk management. The CRO works collaboratively across the organization to align retail strategies, resources, technology, products, processes, and people with FirstLight's strategic priorities and Member Experience Promise.
Requirements
- Bachelor's degree in Business Administration, Finance, Accounting, Management, Marketing, or a related discipline.
- Ten years of progressively responsible leadership experience within a credit union, bank, or other financial services organization, including relevant senior management responsibility.
- Experience in retail banking, branch and multichannel delivery, deposit operations, digital or virtual delivery, member experience, growth strategies, financial and operational management, organizational change, and talent development.
Nice To Haves
- Advanced degree or relevant executive/professional education.
- Senior management experience leading multiple functions or a complex retail organization.
Responsibilities
- Provide strategic leadership and executive oversight for the retail banking organization.
- Develop and execute an integrated retail strategy that supports member financial success and sustainable membership, deposit, relationship, and revenue growth.
- Oversee Engagement Center Operations, Call Center and Virtual Retail Delivery, Retail Deposit Operations, Insurance, Retirement and Investment Services (IRIS), and other assigned retail functions.
- Deliver a consistent and exceptional member experience across retail delivery channels.
- Drive operational excellence, financial performance, organizational growth, innovation, efficiency, and effective risk management.
- Collaborate across the organization to align retail strategies, resources, technology, products, processes, and people with strategic priorities and the Member Experience Promise.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
