Retail Regional Manager, North Region

UFCU•Austin, TX

1d•Hybrid

About The Position

Guided by the Director of Retail Services, the Retail Regional Manager supports and coordinates activities across multiple financial centers to achieve sales, service, operational, and business development goals aligned with UFCU’s strategic plan. This role requires a leader who is present, intentional, and deeply engaged — someone who brings strong business insight, clear direction, and accountable follow‑through to every aspect of regional performance. Regional Managers serve as stewards of the cooperative, building relationships, developing leaders, strengthening community partnerships, and driving market growth while ensuring operational excellence and an exceptional Total Member Experience (TME). They play a critical role in guiding branch managers with business performance, analyzing financial and operational drivers, identifying root causes behind results, and developing action plans that improve profitability, production, and member growth. They navigate challenges with professionalism and sound judgment, proactively identify opportunities for improvement, and inspire teams to deliver consistent, member‑focused results. The Regional Manager also serves as a champion for member journey improvement by identifying barriers, analyzing member feedback and operational data, and partnering across departments to improve the consistency and quality of the Total Member Experience.

Requirements

Bachelor’s degree or equivalent experience
4–6 years of progressive leadership responsibility demonstrating strong business acumen, operational discipline, and the ability to lead multiple teams or locations.
Evidence of learning agility, intellectual curiosity, and the ability to apply analytical reasoning to business performance, member experience, and organizational priorities.
5–7 years of management / leadership experience, preferably in financial services or retail
Hands‑on, engaged leadership — including coaching managers, developing teams, driving accountability, and improving performance across multiple functional areas (sales, service, operations, staffing, and member experience).
Track record of leading through influence, navigating complex or ambiguous situations, and elevating team capability through structured routines, clear expectations, and consistent follow‑through.
5–7 years of experience in financial services, banking, or retail sales/service
Strong understanding of branch operations, member or customer engagement, financial products, regulatory requirements, and service excellence standards.
Comfort working in fast‑paced environments, interpreting performance data, diagnosing root causes behind results, and partnering with managers to strengthen operational soundness, staffing efficiency, and member experience.
Demonstrated success in sales, business development, or relationship management roles
Measurable success in driving growth, deepening relationships, and generating new business opportunities.
Experience building partnerships, executing outreach strategies, supporting onboarding routines, and representing the organization in community or SEG environments.
Ability to connect sales and service behaviors to financial outcomes, coach teams on consultative engagement, and contribute meaningfully to local market growth.
Willingness to travel regularly between assigned financial centers (localized travel).
Ability to work occasional evenings/weekends for community or business development activities.
Membership or leadership involvement in at least one community organization (board, committee, or equivalent).

Nice To Haves

Experience managing or supporting large teams and/or multiple locations or teams.
Experience leading other leaders/managers
Community involvement or networking experience.

Responsibilities

Serves as a champion for member journey improvement by identifying friction points, analyzing member feedback, and partnering across departments to strengthen end‑to‑end member journeys.
Supports day‑to‑day operational performance across assigned financial centers.
Reinforces adherence to policies, procedures, audit standards, and regulatory requirements.
Identifies operational improvement opportunities and partners with leadership to implement enhancements.
Reviews performance data and proactively recommends actions to improve efficiency, staffing alignment, and member experience.
Partners with Branch Managers to ensure branches maintain lobby readiness, minimize member wait times, and uphold facility tidiness, branding, and atmosphere.
Acts as a steward of operational soundness and quality assurance, fostering a culture of service excellence.
Partners with Branch Managers to analyze business performance, interpret key financial and operational drivers, and identify root causes behind trends or obstacles. Supports managers in developing targeted action plans that improve profitability, production, staffing efficiency, and member growth.
Leads change initiatives by translating strategic priorities into clear execution plans and driving adoption to achieve sustained business outcomes.
Builds a strong leadership pipeline by developing future leaders and ensuring succession readiness for critical roles.
Serves as a champion of the Total Member Experience (TME), ensuring financial centers meet sales and service standards through consistent coaching, clear expectations, and disciplined accountability.
Conducts routine check‑ins with Branch Managers to maintain clarity, alignment, and accountability.
Supports talent development by reinforcing sales behaviors, service standards, and consultative engagement.
Partners with HR, Training, and Retail Leadership to ensure team readiness and compliance.
Models UFCU values through present, engaged, intentional leadership.
Ensures consistent execution of team huddles, roleplays, lobby choreography practice, and service skill coaching.
Observes teller and PFR interactions to reinforce service excellence and identify coaching opportunities.
Ensures managers maintain Individual Development Plans for all team members and actively participate in their own ongoing self‑development.
Fosters team cohesion, collaboration, and a culture of continuous learning.
Evaluates Branch Managers’ coaching delivery and provides targeted “coaching the coach” guidance to strengthen clarity, consistency, and skill development across the branch.
Supports managers in connecting coaching outcomes to business performance, helping them understand how behaviors, routines, and team execution influence financial results, member growth, and operational soundness.
Actively leads and participates in business development efforts across the assigned region, with an expanded emphasis on strategic growth planning, financial impact evaluation, and cultivating high‑value partnerships that strengthen UFCU’s market position.
Plays an active role in regional market planning and execution to advance membership growth, deepen community relationships, and enhance UFCU’s presence within assigned markets.
Guides Branch Managers to build local market presence, deepen member relationships, and generate new business opportunities aligned with cooperative priorities.
Establishes data‑driven SMART growth goals for financial centers and the region, ensuring targets reflect membership, product, SEG, and community impact expectations.
Leads branch and regional production planning by reviewing proformas, evaluating projected sales performance, and ensuring resources are aligned to meet growth targets.
Collaborates with Retail Leadership and Finance partners to monitor P&L performance and ensure growth efforts support overall financial health.
Works with Branch Managers to understand P&L drivers, evaluate staffing efficiencies, and identify obstacles affecting production or profitability. Supports managers in building plans that strengthen financial and operational performance.
Partners with Business Development Team to cultivate and maintain relationships with SEG organizations, including higher education institutions, healthcare systems, and major employers.
May serve as a primary relationship leader for key partners as assigned, positioning UFCU as a trusted financial wellness resource for employees, students, and community stakeholders.
Contributes field insights to growth and expansion planning with Business Development and Marketing partners, including observations from market activity and community engagement.
Helps identify partnership opportunities and assess potential expansion markets to inform long‑term market considerations.
Ensures consistent execution of outreach campaigns, new member onboarding routines, and proactive relationship‑building activities.
Tracks and reports monthly progress, outreach impact, SEG engagement, and community involvement.
Represents UFCU at community events, financial education activities, and local partnerships.
May take on leadership roles within partner organizations when opportunities arise to deepen community relationships and support long‑term partnership development.
Acts as an ambassador of the cooperative, promoting a member‑first mindset and reinforcing alignment around member needs and experiences.
Ensures Business Development partners and Branch Managers collaborate effectively to provide market development support, activate growth opportunities, and foster strong community relationships.