Vice President, Retail Services

Altura Credit Union•Riverside, CA

2d•Onsite

About The Position

The Vice President, Retail Services provides strategic leadership for Altura Credit Union’s retail deposit products, branch support operations, and division-wide process improvement initiatives. This role provides leadership and accountability for the retail deposit product portfolio as a managed strategic asset, including product roadmap development, pricing, performance analytics, competitive positioning, lifecycle management, and member adoption. The position also leads the Regional Support division through regional support leadership, mobile branch operations, business development support, and centralized onboarding, ensuring consistent service delivery, operational effectiveness, and strong leadership development across the organization.

Requirements

Bachelor’s degree in business or related field, or the equivalent combination of education and experience is required.
Minimum of three (3) years’ leadership experience, including demonstrated success leading other managers.
Minimum of eight (8) years’ progressive experience in a financial institution, including branch or retail operations and deposit product management.
Demonstrated ownership of a product portfolio or deposit product strategy, including roadmap, pricing, and performance accountability.
Demonstrated process improvement experience; Lean, Six Sigma, or comparable methodology helpful.
Advanced knowledge of the regulations, policies, and procedures governing retail financial services and deposit products.
Superb leadership skills required to foster cooperation and teamwork and to serve as an agent for change.
Exceptional communication and presentation skills, both written and verbal, with the ability to influence executive, staff, and community audiences.
Strong analytical skills, with the ability to collect, interpret, and act on product and operational performance data.
Excellent organizational and time management skills, with the ability to manage and prioritize multiple strategic and operational priorities under deadline.

Nice To Haves

Lean, Six Sigma, or comparable methodology helpful.

Responsibilities

Provides executive oversight of branch support operations, the flex staffing pool, the Altura Express Mobile Branch, and centralized onboarding for all regions, ensuring service consistency, coverage, and responsiveness to branch staffing needs.
Direct Regional Support Managers overseeing branch support functions across assigned regions, ensuring consistent service delivery standards.
Oversee mobile branch operations, including deployment strategy, scheduling, and community/member outreach effectiveness.
Maintain the retail deposit product roadmap (checking, savings, money market, CDs, IRAs) as a managed strategic asset.
Set deposit pricing strategy in coordination with Finance/ALCO, balancing member value, margin, and competitive positioning.
Direct performance analytics for the deposit portfolio: product-level profitability, adoption/penetration, attrition, and cross-sell performance.
Manage full product lifecycle, launch, enhancement, sunset, including business case development and Compliance/Legal review coordination.
Monitor competitive landscape and market positioning; recommend portfolio adjustments to maintain relevance and growth.
Lead division-wide process improvement initiatives targeting branch efficiency, service consistency, and member satisfaction.
Own division budget and P&L accountability; report on KPIs spanning product performance, operational efficiency, and member experience.
Drive continuous improvement initiatives that connect branch-level execution to enterprise strategic goals.