Regional Director, Central Member Center Operations

Wright-Patt Credit Union • Beavercreek, OH

8d

About The Position

The Regional Director, Member Center Network (MCN) has leadership responsibility for WPCU’s retail branch network. This position is the most senior leadership position within their specific region in the MCN structure. This role is responsible for developing and executing comprehensive Member Center strategies, ensuring seamless operations, developing partners and leaders, managing operational and compliance risk, and fostering a collaborative environment thus delivering a dynamic and well-integrated member experience. The MCN Regional Director must be collaborative, a good communicator, hardworking, and a servant leader who is aligned with WPCU’s service orientation and results‐driven culture.

Responsibilities

• Collaborates with members of the Senior Management Team and various business units to develop and execute comprehensive member service delivery strategies and ensure the member experience remains consistent across all channels. Develops and executes strategic retail delivery operations plans and goals to maximize value to members and partners, optimize revenue and growth, and balance risk. Advocate for solutions that are member and partner-centric and measure the impact of implemented changes on member satisfaction and operational outcomes. Provides leadership and ongoing oversight of various operating budgets, staffing plans, goals, and key performance indicators associated with WPCU’s member experience operations. Focuses on critical outcomes associated with member impact – acquisition, retention, loyalty, feedback, and satisfaction measures. (25%)
• Manages the resources of the MCN to foster an exceptional service culture that aligns with the interests of the three WPCU stakeholders and surpasses member-owner expectations. Primary functions include ensuring consistent, efficient, and effective operations and service delivery across the MCN, developing and implementing operational strategies and targets, and ensuring an extraordinary member experience. (25%)
• Develops leaders and partner through training, coaching, mentoring, and feedback, prioritizing leadership skill enhancement. This involves formal succession planning for the Regional Director position and other vital functions within the MCN. Establishes and sustains high-performing teams; recruits, develops, coaches, rewards, and acknowledges partners to foster strong engagement and a positive culture. Engages actively in shaping the vision, strategy, direction, and culture of the MCN operations. Identifies growth opportunities and formulates strategic plans for the credit union to achieve these staffing objectives. (20%)
• Ensures assigned business units are operating efficiently and reliably, are compliant with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing in a safe and sound manner. This includes monitoring and reporting progress on key activities, and engaging with Enterprise Risk Management, Compliance, Legal, and Internal Audit to amend strategies and plans as required by changing circumstances. (15%)
• Oversees projects, initiatives, and community engagement activities for the MCN. Engages in organizational and departmental projects and initiatives as an MCN representative, offering consultation and expertise in both departmental and organizational endeavors. Represents the credit union in the community, at events, on boards, and actively seeks and supports efforts to expand opportunities within the WPCU markets. (10%)
• Performs other duties as assigned. (5%)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees