Regional Vice President - Branch Operations - Austin

Randolph Brooks Federal Credit Union•Austin, TX

About The Position

The Regional Vice President (RVP) develops and oversees branches in 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 through productivity-enhancement initiatives and manages collaborative projects that improve branch staff effectiveness, processes, and member interactions. The role collaborates with other departments to establish and update operating policies and procedures, analyzes statistical data, and recommends training and procedural changes. Periodic travel to different RBFCU sites is required. The RVP oversees risk and compliance, regional strategic operations, and staff and self-development. Responsibilities include supporting branch compliance, resolving and reviewing escalated complaints, developing regional plans with branch managers, coaching management, monitoring performance, identifying operational improvements, conducting branch visits, and contributing to leadership development programs. Other duties may be assigned, and essential functions may change with or without notice.

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 understand and carry out instructions in written, oral, and diagram form using common sense.
Ability to address problems involving several concrete variables in standardized situations.
Strong interpersonal, organizational, communication, and time-management skills.
Good attendance and promptness.
Planning and analysis skills and ability to structure and implement a strategic plan.
Teamwork and dedication to building strong relationships with the team, 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.
Valid driver’s license and ability to drive a car, or reliable transportation, for visiting branches in the region or attending required meetings.

Nice To Haves

College degree.
Experience leading multiple branch locations simultaneously.

Responsibilities

Work with Branch Managers to enforce applicable state and federal laws and regulations and RBFCU policies and procedures while monitoring productivity and quality.
Manage the regional CFPB complaint-resolution process, including investigations and coaching or training intended to prevent recurrence.
Review or resolve escalated member concerns and incidents, identify patterns, and determine proactive steps to improve member service while maintaining compliance.
Review, evaluate, and implement policy and procedure changes to meet compliance standards.
Collaborate with branch managers to develop, review, and refine regional strategic plans aligned with corporate objectives and annual priorities.
Develop and mentor branch management through training, coaching, accountability, performance monitoring, appraisals, and review of contributions.
Monitor regional economic developments and encourage branch-management collaboration with Business Development to cultivate membership opportunities.
Strengthen 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 advise on best practices for new systems, programs, products, and services.
Support smooth integration of new initiatives and operational improvements across branches.
Analyze branch and individual scorecards, MXP surveys, and other branch data 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 a frequency based on branch needs, at least quarterly and preferably twice quarterly.
Visit branch staff in person quarterly to build relationships, encourage communication, address challenges, and recognize strengths and improvement areas.
Participate in Leadership and Management Development programs by developing curriculum and leading classes.
Plan, coordinate, and host department-wide manager meetings.
Perform other duties as assigned.