VP of Retail Banking

Heritage Financial Credit Union•City of Middletown, NY

13d•$157,000 - $175,000•Onsite

About The Position

Heritage Financial Credit Union is seeking a Vice President of Retail Banking, a strategic leadership role focused on shaping the future of retail banking. This position leads Retail and Business Banking, Mortgage Sales, and Retail Training, aiming to drive growth, strengthen community relationships, and enhance the member experience. The role offers the opportunity to influence strategy, develop leaders, and build an innovative retail organization. Heritage Financial Credit Union is a member-owned financial institution dedicated to helping members achieve their financial goals and building stronger communities by providing accessible financial services. Their vision is to be the leading financial institution in their communities, fostering a culture of excellence, respect, and employee growth.

Requirements

Bachelor’s degree required; advanced degree or relevant professional certifications preferred. A combination of education and commensurate experience will be considered.
Deep knowledge and expertise in retail banking operations in a credit union or community bank environment with a strong understanding of regulatory requirements, and risk management principles.
Minimum of 10 - 15 years of progressive leadership experience in financial services, with broad exposure to Retail Banking, Business Banking, and consumer lending.
Prior experience in a credit union or community bank environment.
Demonstrated experience presenting to Boards of Directors and working with regulators.
Strong understanding of the markets within the Credit Union’s field of membership.
Exceptional coaching, mentoring, and talent-development capabilities.
Strong strategic planning and business acumen.
Outstanding communication, presentation, and facilitation skills.
Ability to lead through both direct and indirect (matrixed) reporting relationships.
Demonstrated ability to represent the organization in community and professional forums.
Commitment to member-centric service, community integration, and long-term organizational impact.

Nice To Haves

Advanced degree or relevant professional certifications preferred.

Responsibilities

Develop and execute the retail sales strategy for the retail banking network, ensuring alignment with organizational priorities, member expectations, and community-focused objectives.
Set performance expectations, establish key measures, and hold retail leadership accountable for outcomes without displacing the operational leadership responsibilities held by direct reports.
Provide direct leadership for the Credit Union’s relationship development strategy, ensuring employees consistently engage members through a needs-based, consultative approach.
Establish and maintain sales enablement frameworks, coaching methodologies, performance expectations, and recognition practices that support relationship depth, product penetration, and member retention.
Ensure the retail organization executes a unified and differentiated relationship development philosophy across all markets, channels, and member interactions.
Integrate insights from member feedback, market trends, and community engagement to guide continuous improvement in service delivery and relationship strategies.
Partner with senior leadership and the AVP-Member Experience & Digital Support to ensure alignment between retail, digital, and service delivery channels to create a consistent member experience.
Provide leadership over the Retail Training function, ensuring training strategies, curriculum, and delivery methods equip employees to serve members with confidence, expertise, and consistency.
Partner with the Director of Learning & Development to ensure retail-specific training aligns with enterprise-wide learning strategies and organizational development priorities.
Champion a culture of continuous learning, coaching, and professional development that strengthens employee capability, career progression, and service quality.
Deliver oversight of retail operations, branch performance, and service delivery through the Retail Market Directors with support from the AVP of Credit Union Operations, ensuring consistency, accountability, and operational excellence across the branch network.
Ensure operational execution supports the broader retail strategy, without duplicating or displacing the leadership responsibilities held by operational and market leaders.
Guide investment, staffing, and structural decisions related to the retail delivery network in partnership with the Chief Banking Officer and executive leadership.
Ensure active cultivation of relationships with community organizations, qualifying municipalities, employer groups, schools, small businesses, and strategic partners.
Establish annual business development priorities, engagement plans, and measurable objectives that expand membership, deepen community relationships, and strengthen the Credit Union’s market presence.
Lead the development and ongoing maintenance of a differentiated business banking suite of products and services.
Establish and refine the Credit Union’s business banking value proposition.
Monitor business banking performance, market trends, and the competitive landscape to identify gaps, guide performance enhancements, and inform new service development.
Ensure the business banking model integrates seamlessly with retail delivery and community engagement, so that branch teams serve both consumer and business members in a manner that generates sustainable growth.
Lead mortgage sales strategy, production performance, and referral effectiveness across retail and indirect channels.
Partner with lending and operations leaders to ensure a seamless, compliant, and member-focused mortgage experience from application through closing.
Drive growth in mortgage originations through market analysis, sales incentives, relationship development, and targeted marketing efforts.
In partnership with Chief Banking Officer, monitor market conditions, pricing strategies, and competitive trends to ensure product relevance and profitability.
Establish performance frameworks and reporting mechanisms that measure business development effectiveness, training outcomes, sales performance, retail contribution, and community engagement.
Provide regular updates and strategic recommendations to executive leadership and, when appropriate, the Board of Directors.
Ensure resources, priorities, and initiatives remain focused on measurable results and long-term organizational impact.
Ensure all areas under the role’s leadership operate in compliance with applicable laws, regulations, and Credit Union policies.
Partner with CU Operations, Risk & Compliance, and Internal Audit functions to identify, assess, and mitigate operational, reputational, and strategic risks.
Promote a strong culture of compliance, accountability, and ethical conduct across all teams.
Lead, develop, and mentor senior leaders and management teams across the retail banking network.
Build a high-performance culture focused on accountability, collaboration, professional development, and member advocacy.
Ensure effective succession planning and talent development for key leadership roles.
Serve as a trusted advisor to the Chief Banking Officer on retail strategy, business development, and workforce capability.
Complete recurring reporting, governance activities, and operational reviews as assigned.
Perform additional duties as assigned.

Benefits

Paid Time Off & Paid Federal Holidays
Medical, Dental, Vision & Life Insurance
Employee Assistance Program
Flexible Spending Accounts (FSA)/Health Savings Accounts (HSA)
Supplement Benefits: Critical Illness Care, Identity Theft Protection, Pet Insurance, Legal Services
BenefitsPlus+ perks program (travel, entertainment, gift cards and so much more)
CareNet - benefits concierge service
401(k) with 5% Employer Match
Educational Assistance
Paid Time to Volunteer
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