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 in the region, ensuring high-quality member service in alignment with the Credit Union’s strategic plan and compliance with applicable laws, regulations, policies, and procedures. The RVP coaches and develops branch leadership, leads productivity improvements, and manages collaborative projects that improve branch staff effectiveness, processes, and member interactions. The role works with other departments on operating policies and procedures and analyzes performance data to recommend training and procedural changes. Periodic travel to RBFCU sites is required. The RVP oversees risk and compliance, regional strategic operations, and staff and self-development. This includes supporting complaint resolution, reviewing escalated member concerns, guiding branch managers in meeting strategic goals, monitoring performance, mentoring leaders, analyzing branch and individual scorecards and MXP surveys, and coordinating training and management-development activities. The role also supports pilot projects and the implementation of new systems, programs, products, services, and operational improvements across branches.

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 furnished in written, oral, and diagram form using common sense.
Ability to deal with problems involving several concrete variables in standardized situations.
Good attendance and punctuality.
Planning and analysis skills and the 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, focus on results, objectively evaluate situations, and make difficult decisions when warranted.
Valid driver's license and ability to drive a car, or reliable transportation, for visiting regional branches or attending 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 and RBFCU policies and procedures while monitoring productivity and quality.
Manage the regional CFPB complaint-resolution process, including investigations and coaching or training to prevent recurring issues.
Review or resolve escalated regional member concerns and incidents, identify patterns, and determine proactive service improvements.
Review, evaluate, and implement policy and procedure changes to meet compliance standards.
Collaborate with Branch Managers to develop, review, and refine the regional strategic plan and align goals with corporate objectives and annual priorities.
Ensure regional plans respond to changing market conditions and organizational priorities.
Train, coach, and hold branch management accountable for the strategic plan and staff development.
Communicate job expectations, monitor performance, appraise results, and review contributions to support continuous improvement.
Stay informed about regional economic development and encourage collaboration with Business Development to create membership opportunities.
Build professional relationships between branches and other departments by sharing information and member concerns and resolving issues.
Identify ways to improve processes and reduce inefficiencies or risk; lead or participate in pilot projects.
Provide input on best practices for developing and implementing systems, programs, products, or services, and ensure initiatives are integrated across branches.
Analyze branch performance data, including branch and individual scorecards and MXP surveys, and use findings to coach Branch Managers.
Review and revise scorecards and develop in-branch training content.
Conduct on-site management meetings to review branch, team, and management performance, at least quarterly and preferably twice quarterly, with frequency adjusted to branch needs.
Visit branch staff in person quarterly to build relationships, support open communication, address challenges, and recognize strengths and improvement areas.
Develop curriculum and lead classes for Leadership and Management Development programs.
Plan, coordinate, and host department-wide manager meetings.
Perform other duties as assigned.