Director of Branch Services

Natco Credit Union•Richmond, IN

11d•Onsite

About The Position

The Director of Branch Services is a key member of the executive leadership team, responsible for the day-to-day retail and operational oversight of the credit union’s branch network, including service standards and performance objectives. Champions a culture of collaboration, service excellence, and employee empowerment to drive member delight and organizational success. This role blends strategic leadership with operational expertise, ensuring our services remain responsive, inclusive, and innovative.

Requirements

Holds a bachelor’s degree in Business, Finance, Organizational Leadership, or a closely related discipline; advanced degree preferred.
Brings 7-10 years of progressive executive leadership experience within the financial services sector, with comprehensive knowledge of retail banking, branch operations, and organizational oversight.
Demonstrates experience managing teams of comparable size and complexity, with a focus on operational excellence and strategic alignment.
Exhibits a proven record of cultivating high-performing teams and leading with a culture-first mindset; experience with the Entrepreneurial Operating System (EOS) is advantageous.
Possesses a deep understanding of credit union philosophy, member-centric service models, and regulatory frameworks; prior involvement with CDFI initiatives is preferred.
Applies strategic thinking and a hands-on leadership style to address challenges, drive innovation, and promote servant leadership principles.
Displays exceptional communication and interpersonal abilities, with the capacity to inspire, align, and collaborate effectively across diverse stakeholder groups.

Nice To Haves

advanced degree preferred
experience with the Entrepreneurial Operating System (EOS) is advantageous
prior involvement with CDFI initiatives is preferred

Responsibilities

Leads and manages the credit union’s branch operations, ensuring regulatory compliance and exceptional member experience.
Oversees, coaches and supports branch operations, through branch managers, to ensure they meet organizational goals and objectives. Monitors member service quality and takes action to resolve problems.
Monitors branch performance through service and sales results relative to credit union goals. Leads branch team training to improve member satisfaction and increase product adoption.
Fosters a values-driven culture that emphasizes teamwork, accountability, and continuous improvement across all operational units.
Promotes high levels of employee engagement by developing leaders, recognizing contributions, and cultivating an environment where staff feel empowered and inspired to serve members.
Translates the CEO’s strategic vision into operational plans and performance benchmarks; oversees implementation with a focus on efficiency, service quality, and member delight.
Collaborates with HR and department leaders to design employee training, coaching, and professional development programs that strengthen the member and employee experience.
Champions operational innovation, leveraging technology and process improvement to streamline workflows, enhance access to services, and improve responsiveness.
Utilizes data and member feedback to assess operational effectiveness and inform continuous enhancements across all channels.
Serves as a visible leader across branches, maintaining open lines of communication with staff and regularly engaging with teams to reinforce strategic and cultural priorities.
Partners with Compliance, IT, Finance, and other departments to ensure operational resilience, risk mitigation, and readiness for growth.
Performs other related duties as assigned.