Director of Retail Sales & Service - Pensacola

Gulf Winds Credit Union•Pensacola, FL

14d•$77,500 - $97,000•Onsite

About The Position

The Director of Retail Sales and Service oversees the development, performance, growth, and profitability of assigned branches. The role works with Branch Managers and branch teams to expand member relationships and achieve goals for asset growth, loan growth, membership growth, and service. It is responsible for sustaining a high-quality service culture and ensuring members can rely on Gulf Winds as a partner in achieving financial success. The Director holds branch leaders accountable for improving member service in alignment with Gulf Winds’ One Scoreboard and the credit union’s strategic and budgetary objectives. The role works directly with the VP of Member Experience on short- and long-term plans for assigned branches and collaborates with other Retail Sales and Service Directors to support the success of the credit union. The position is based in-office in the Pensacola market and primarily operates in an office setting. It requires travel to assigned branches in the Director’s region, regular collaboration through meetings and conference calls, and use of standard office equipment. The normal schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m.; early, late, and Saturday hours, as well as after-hours work or travel for deadlines and events, are expected.

Requirements

Three to five years of similar or related experience.
A two-year college degree, a specialized certification or license, specialized vendor training, job-specific skills acquired through an apprenticeship, or equivalent related experience.
Ability to collaborate extensively, motivate, influence, or train others, and foster relationships with outside entities; requires trust, diplomacy, courtesy, and tact.
Change readiness; ability to embrace change and adapt behavior as necessary.
Collaboration and teamwork skills to work cooperatively with people inside and outside the organization.
Effective communication skills and ability to select an appropriate communication method for the situation.
Commitment to continuous learning and improvement.
Creative thinking and problem-solving skills, including analyzing data, weighing alternatives, and selecting an action plan.
Ownership and accountability, including taking responsibility for decisions and objectives and demonstrating initiative.
Ability to travel to assigned branches within the specified region.
Ability to file, open filing cabinets, and bend or stand as necessary; reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Consistent in-office presence and participation in meetings and conference calls.
Ability to work early, late, and Saturday hours, and after-hours work or travel when needed for deadlines, conferences, seminars, or meetings.
Adherence to safety rules and regulations.

Responsibilities

Drive growth in members, shares, loans, and overall profitability for assigned branches; ensure branches meet or exceed service-level agreements and budget goals.
Coach and lead assigned branch leaders and team members, provide oversight of member service, and compile and report performance and growth metrics to management.
Design, implement, and lead strategies to improve production and growth across assigned branches and support their long-term success.
Maintain knowledge of financial markets, external contacts, and market conditions to inform strategy.
Monitor progress and report to the VP of Member Experience and Executive Leadership team as needed.
Work with Branch Leaders and Human Resources to recruit and hire high-performing team members aligned with Gulf Winds’ culture.
Ensure branch leadership coaches team members who meet expectations and documents performance issues; communicate proactively with Human Resources about potential disciplinary actions.
Address escalated issues in assigned branches, identify preventive solutions, and work with other Retail Directors and the VP of Member Experience to implement solutions across the Retail division.
Meet or exceed monthly branch and regional growth goals and ensure direct reports achieve their individual goals.
Manage branch budgets and implement growth plans.
Recommend operational improvements involving personnel management, facilities, products, pricing, policies, and processes.
Build community relationships and coordinate branch participation in community impact initiatives.
Promote relationship-oriented practices and monitor member survey and NPS results for assigned branches.
Implement strategies for restoring operations after emergencies and comply with recovery times in business constraints or disaster recovery plans.
Ensure adherence to applicable rules, regulations, policies, and internal controls, including BSA, OFAC, and physical security requirements.
Perform other job-related duties as assigned.