Regional Vice President - Branch Operations - San Antonio

Randolph Brooks Federal Credit Union•San Antonio, TX

About The Position

The Regional Vice President (RVP) develops and oversees branches within the region, ensuring high-quality member service in alignment with the Credit Union’s strategic plan and compliance with applicable laws, regulations, and internal policies and procedures. The RVP motivates, coaches, and develops branch leaders, advances productivity initiatives, and manages collaboration and implementation of projects that improve branch staff effectiveness, processes, and member interactions. The role collaborates with other departments on operating policies and procedures, analyzes statistical data, and recommends training and procedural changes. Periodic travel to different RBFCU sites is required.

Requirements

High school diploma or GED.
At least eight years of progressive retail credit union or banking leadership and management experience.
Demonstrated responsibility for leadership development, branch sales and member (customer) experience metrics, mentoring, and conflict resolution.
Good organizational, communication, and interpersonal skills; ability to multitask and manage time effectively with close attention to detail.
Ability to apply common-sense understanding to carry out written, oral, and diagram-based instructions.
Ability to solve problems involving several concrete variables in standardized situations.
Planning and analysis skills and ability to structure and implement a strategic plan.
Teamwork and dedication to building strong relationships with team members, coworkers, and other departments.
Motivation to meet and strive to exceed regional goals.
Territorial management and presentation skills.
Ability to emphasize excellence, be results-driven, objectively evaluate situations, and make difficult decisions when warranted.
Good attendance and punctuality.
Valid driver's license and ability to drive a car, or reliable transportation, for branch visits and required meetings.

Nice To Haves

College degree.
Experience leading multiple branch locations simultaneously.

Responsibilities

Work with Branch Managers to enforce state and federal laws and regulations, as well as RBFCU policies and procedures, while monitoring productivity and quality.
Manage regional CFPB complaint resolution, including investigations and coaching or training to prevent future complaints.
Review and resolve escalated member concerns and incidents, identify patterns, and determine proactive service improvements while maintaining compliance.
Review, evaluate, and implement policy and procedure changes to meet compliance standards.
Collaborate with Branch Managers to develop and refine a regional strategic plan with goals aligned to corporate objectives and priorities.
Mentor and develop branch management through training, coaching, accountability, performance monitoring, and staff development.
Monitor regional economic developments and encourage collaboration with Business Development to cultivate membership opportunities.
Strengthen professional relationships between branches and other departments by sharing information and member concerns and resolving issues.
Identify process improvements and inefficiencies or risks; lead or participate in pilot projects and contribute to best practices for new systems, programs, products, and services.
Ensure new initiatives and operational improvements are integrated across branches.
Analyze branch and individual scorecards and MXP surveys to assess performance and coach Branch Managers.
Review and revise scorecards and develop in-branch training content to promote operational excellence.
Conduct on-site management meetings to review branch, team, and management performance at least quarterly, with twice-quarterly visits preferred depending on branch needs.
Visit branch staff in person quarterly to maintain relationships, encourage communication, address challenges, and recognize strengths and improvement areas.
Develop curriculum and lead Leadership and Management Development programs.
Plan, coordinate, and host department-wide manager meetings.
Perform other duties as assigned; responsibilities may change or be added at any time with or without notice.