Vice President - Member Service

Mountain America Credit Union•Sandy, UT

3d•Hybrid

About The Position

At Mountain America, the Vice President of Member Service is responsible for exceptional member experiences through hiring, developing, and leading Member Service leaders. This position collaborates closely with senior leadership, and peers, to develop and execute Member Service strategy that aligns with, and drives, the Credit Union’s overall vision, mission, and objectives for exceptional member interactions. In addition, the individual in this role collaborates with peers to surface branch and organizational pain points and then works toward creating, and implementing, solutions to resolution. The VP Member Service plans, organizes, directs, and controls all aspects of Branch Administration, including goal setting and leadership development, to ensure exceptional member experiences and branch performance throughout their area.

Requirements

10+ years’ experience in financial industry required, which includes 7+ years of progressive leadership experience.
Bachelor’s degree in Leadership, Business Administration, Finance, Sales/Marketing or similar or equivalent experience required.
Unique expert knowledge and experience in leading complex change initiatives, developing and managing strategic plans, innovating and optimizing with the financial services industry with ability to transfer knowledge to practical solutions in support of strategic initiatives
Perceived by external peers as a thought leader in branch administration and translates expertise to develop creative strategies to organizational challenges
Public speaking skills
Leadership and talent management skills
Strategic thinking
Business development
Budget and/or revenue acumen
Problem solving skills
Verbal/written communication skills
Leadership and Organization Development
Adapts or creates systems to deliver objectives
Adapts leadership style to the situation
Uses networks across formal and informal organizations to get things done
Develops multifunctional leadership across BU
Coaches other coaches for skill mastery
Is responsible for orchestration of talent development & movement across the business unit or function
Leads Work effectively & regularly across functions
Accountable for team effectiveness across business unit or function
Scope and Strategic Impact
Responsible for leading a significant sub-function or business process in a function
May contribute to revenue target attainment
Directs highly visible initiatives and/or projects with the high level of risk and complexity
Focuses on the achievement of departmental goals and has a significant contribution to achieving functional goals
Operates with autonomy on assigned operational matters; is accountable to BU SVP and Sr. Leadership
Is accountable for delivery of budget
Participates in development of BU strategic plans
Recommends solutions to strategic issues of importance to the company
Envisions and plans projects that are strategic in nature, affecting the entire company or several functional areas
Accountable for executing and empowering the strategy set by the senior leadership and integrating procedures within function and across the organization
Strategic planning horizon generally 2-3+ years
Analytical Thinking & Problem Solving
Uses vast intuition and experience to complement data
Evaluates key business and organizational challenges within the function with some assessment of cross-functional impact
Directs the resolution of complex or unusual business problems
Problems are ambiguous and complex
Solutions need to be devised based on some information requiring judgement to apply new solutions and concepts
Implementation of solutions requires a medium to long term view
Other Skills and Abilities
Demonstrated ability to think strategically, lead change, and innovate and optimize across a large, complex Member Service organization. This includes anticipating future trends, translating vision into actionable strategies, aligning goals and resources to long-term priorities, leading structured change efforts, sustaining adoption, challenging the status quo, applying best practices, and developing scalable solutions that improve member experience, operational performance, and leadership effectiveness.
Ability for highly complex conceptual thinking and considerable working knowledge of other major areas of the credit union.
Ability to articulate a compelling vision and can communicate effectively in highly critical one-on-one and group situations.
Thorough knowledge of coaching and team member development techniques and practices.
Thorough knowledge of credit union policies and procedures.
Ability to provide effective leadership and guidance to “leaders of leaders”.
Ability to analyze and interpret complex data and develop short- and long-term strategies/business plans accordingly.

Nice To Haves

MBA preferred.
Master's degree preferred

Responsibilities

Proactively identifies opportunities to improve the member experience and collaboratively works to create, implement, and execute strategies to improve the member experience.
Consistently implements Member Service Team and Credit Union member experience strategies across area of responsibility.
Hires, develops, and leads Regional Managers.
Aligns Regional Managers, branch leaders, talent, resources, and operating routines to ensure consistent execution of strategic priorities across the branch network.
Articulates a compelling vision, creating a strong connection between their vision and the member experience.
Establishes performance requirements that are consistent with the organization and Member Service Strategy.
Creates personal development plans for themselves and Regional Managers.
Monitors performance of the Area, Regions, and Regional Managers, and coaches for continuous improvement and development.
Fosters a culture of coaching as the primary means to scale and improve leader and team performance.
Provides leadership and partners with Regional Managers to develop and retain highly competent, member service-oriented staff through selection, compensation, training, and day-to-day management practices which support the credit union's philosophy and values.
Creates and models a culture that inspires, motivates, and reinforces accountability of development that is mirrored by Regional Managers and Branch Managers.
Maintains pipelines of "ready now" talent to fill future leadership roles through active development and succession plans.
Conducts regular branch visits with the Regional Manager, conducts frequent one on one visits with direct reports, regularly shadows peers and establishes a regular schedule of two down one on one interactions.
Participates in the Member Service strategic planning process.
Champions strategic initiatives and assists/oversees the implementation of the project plan(s) in support of short and long-term organizational goals.
Develops and executes branch strategies that align with MACU’s overall strategy and the Member Service strategy, translating enterprise priorities into clear regional plans, goals, and measurable outcomes.
Identifies opportunities for continuous improvement and collaborates with others within the organization to move those projects forward.
Monitors key metrics to gauge actual performance against expected results and reports back to senior leadership
Researches, evaluates, proposes, and implements new/enhanced technology, services, or product offerings to enhance the member experience and/or branch performance.
Collaborates with peers and represents the Member Service team on committees and task forces to develop or improve the organization’s technology, product or service offerings or work processes.
Assists the Marketing and Communications team in the development and implementation of branch marketing strategies and promotions.
Acts as liaison to various corporate teams.
Represents Member Service in communicating changes to their assigned departments.
Works in conjunction with the other Member Service VP’s to ensure consistent policies, procedures, and best practices are shared across all branch and contact center teams.
Establishes and monitors branch, regional, and individual goals and KPIs that are directly linked to strategic priorities, member experience, operational performance, sales/service outcomes, and leadership effectiveness.
Communicates operational changes to Regional Managers to ensure consistent application throughout the branch network.
Works with each Regional Manager to establish annual branch staffing, expense budgets and business plans and monitors and evaluates their performance in each area.
Responsible for consistency in following credit union policies and procedures in the full-service branch environment.
Responsible for ensuring that operational, sales and service training is provided to all branch staff.
Assists in planning, developing and construction of new full-service branch facilities and in remodeling of existing facilities.
Ensures the credit union's professional image and atmosphere is conducive to a sales and quality service culture.
Ensures that branch security and operations meet credit union and regulatory standards.
Performs other duties as assigned.