Vice President of Growth & Service Operations

RAIZ FEDERAL CREDIT UNION•El Paso, TX

1d•Onsite

About The Position

This position is responsible for driving aggressive membership growth, organic deposit growth, and revenue expansion across digital, contact center, and branch channels, with a primary focus on establishing new members, deposit acquisition, and deposit solutions. The role balances outstanding service as a competitive differentiator with high-velocity sales execution, using data-driven strategy and omnichannel funnel optimization to achieve double-digit deposit growth, improve member lifetime value, and ensure service excellence drives retention and referrals. Effectively organizes plans, directs, and controls all operational functions that are associated with branch operations and the call center. Additionally, this leader partners closely with lending business units (consumer, mortgage, small business, and commercial lending) to drive loan application volume and loan referral growth, creating a fully integrated sales culture where deposit relationships become natural loan origination opportunities. This position reports to the Executive Vice President of Member Experience.

Requirements

Bachelor's degree required.
Minimum of 10 years of progressive operations experience within the financial industry working in the areas of sales, service, call center environments, lending, and general operations.
Management experience in architecting a deposit-led growth engine that converted service interaction into growth.
Demonstrated leadership and interpersonal abilities.
Strong understanding of financial industry concepts, related laws, and regulations.
Must have excellent communication skills, be an avid listener, and have strong business writing skills.
Entrepreneurial mindset, self-starter, and quickly adapts to a fast-paced environment.
High integrity, detail-oriented, and ability to evaluate and mitigate risk.
Proficient in Microsoft Office and web-based applications.

Nice To Haves

Master's degree preferred.

Responsibilities

Provides visionary, cross functional leadership for all omnichannel revenue, deposit acquisition, loan referral, and member experience functions.
Responsible for solving problems, mediating disputes, and ensuring that the information and direction provided position the Credit Union for success.
Inspires a high performance culture that balances aggressive growth with outstanding service, aligning teams across digital banking, call center, and financial branch centers.
Ensures every department understands how their daily actions drive deposit expansion, loan application volume, and member loyalty.
Serves as a key partner to lending business units (consumer, mortgage, small business, commercial), fostering collaboration and shared accountability for Credit Union growth.
Expected to display many leadership competencies and communicate the best professional advice to executive management, senior leadership team, and organizational management for optimal performance and the highest level of service standards.
Oversees day to day operations across multiple member-facing channels, including contact center sales and service, digital self-service platforms, and branch sales activities.
Hire, manage, and evaluate the work of direct reports and department staff.
Establishes performance management systems that track individual and team metrics for deposit openings, loan referrals, service quality (CSAT/NPS), and operational efficiency.
Ensures consistent execution of growth strategies while maintaining service excellence and regulatory compliance.
Ensures that personnel are well trained, effective, and optimally utilized.
Instructs personnel on policy, procedures, and program changes, and ensures they are well informed about related legal and regulatory developments.
Conducts performance appraisals as required and formulates and implements corrective action as needed.
Ensures that the Credit Union’s professional reputation is maintained throughout all operational transactions with internal and external members.
Effectively manage document repository processes, preparation, and retention schedules to ensure compliance and efficiency.
Cultivate and maintain a detailed understanding of all aspects of the Credit Union’s strategic plan.
Execute the Credit Union omnichannel growth and service strategy, with a primary focus on aggressive deposit acquisition and deepening member relationships.
Set performance targets and prepare plans, strategies, budgets, and tactics that optimize performance for the overall operation encompassing the Branch Financial Centers and the Call Center.
Create an environment focused on a digital first strategy and on finding more efficient ways for members and partners to interact with the Credit Union.
Focus on optimizing operational process workflows and improving processes to provide premium, best in class service.
Work closely with Credit Union partners to optimize the use of member information and technology to improve products, services, and business processes, thereby maximizing the member experience.
Actively pursues business development opportunities that expand the Credit Union’s membership base and deepen existing relationships.
Proactively engage in interdepartmental collaboration to enhance market penetration processes, effectively launch deposit-acquisition campaigns, negotiate civic partnerships, develop employer-based financial programs, and develop referral incentives to encourage cross-selling of the Credit Union’s financial products, maximizing the value delivered to our members and community.
Leads enterprise efforts to convert service interactions into sales conversations, training teams to identify life events (e.g., home purchase, auto loan need) that trigger loan applications.
Assess and mitigate risk by establishing and maintaining proper internal and quality controls across all functions.
Stay informed of laws and regulations that may impact the safety/soundness and organizational vision.
Ensures all growth and service operations adhere to regulations, fair lending laws, and internal risk controls.
Accountable for the Third Party (Vendor) Due Diligence for all product and service providers utilized by Operations.
Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP).
Attends required annual BSA training and required compliance training.
Assist with all other duties as assigned or identified.