VP of Branch Experience

Adventure Credit Union•Lansing, MI

About The Position

Adventure Credit Union has been providing financial services to our members for over 90 years and are continuing to grow to meet our members’ changing needs. As one of the 101 Best and Brightest Companies in Michigan, we strive to recruit and retain ambitious and talented individuals by continuous development, support, and appreciation. We currently are looking to add a Vice President of Branch Experience to our team! Position Purpose: The VP of Branch Experience leads the enterprise-wide delivery of Adventure Credit Union’s member experience strategy across the full retail footprint. This strategic leader ensures all branches operate in alignment with brand expectations and performance goals. The VP plays a vital role in enhancing the credit union’s service culture, expanding growth initiatives, and integrating member experience with organizational priorities. This role leads a growing team of branch managers and partners with executives to ensure consistency, scalability, and innovation. Positively supports Adventure Credit Union’s brand and promotes a service culture consistent with the credit union’s mission, vision, core beliefs, and goal of being a Trusted Financial Guide.

Requirements

Bachelor’s Degree in Business, Management or a related field (Master’s preferred).
A minimum of five (5) years of credit union or financial institution experience.
A minimum of three (3) years management experience.
A minimum of one (1) year of proven experience in: New product and/or service research, development and implementation as project lead.
A minimum of one (1) year of proven experience in: Outside business development.
A minimum of one (1) year of proven experience in: Creating and implementing business plans for multiple branches and regions.
Proven track record of establishing and managing sales goals and accountability across multiple business units (branches, call center, business development).
Two to five years of retail delivery system management experience; branches, ATMs, business development services.
One to two years of experience supervising the performance and development of multiple managers in a sales culture.

Nice To Haves

Master’s preferred.

Responsibilities

Support a team of 10 branch managers between the Grand Rapids, Ionia, and Lansing markets.
Ensure branch environments reflect a welcoming, member-focused experience aligned with our culture and brand.
Direct and guide management and staff regarding all aspects of sales and service to ensure strategic goals and growth targets of the credit union are met. Share responsibility with branch managers for the achievement of sales goals.
Monitor employees’ performance, conduct performance reviews within time frames, provide encouragement and recognition for outstanding performance, continuously coach staff for improved performance, and, if necessary, initiate disciplinary action.
Coach and develop branch managers and support leadership pipelines.
Ensure adherence to credit union policies, procedures, and regulatory requirements.
Work in partnership with the Senior Management Team to effectively develop and administer the comprehensive strategic plan for the credit union by, among other things, developing, applying, and evaluating policies, procedures, strategies, and goals for the organization.
Continually monitor the performance of all Adventure retail delivery systems for ROI and make recommendations for changes and/or improvements.
Continually assess the external environment for emerging trends and best practices and bring practical applications to ACU. Participate in the credit unions long and short-term strategic planning to ensure that strategies are aligned with long and short-term objectives.
Assist members with complaints and escalated issues. Perform service recovery outreach when errors occur or actionable negative member survey results are received.
Drive staff engagement in campaigns, promotions, and business development.
Lead regular branch-level meetings and strategy sessions.
Monitor, assess, and improve the member experience across physical locations.