VP Retail Banking

MERITRUST CREDIT UNION•Broomfield, CO

11d

About The Position

The Vice President (VP) of Retail Banking for the Credit Union will be responsible for overseeing all aspects of retail banking operations in Kansas, ensuring that the credit union’s services not only meet but exceed member needs while aligning with the credit union’s mission and strategic goals. This pivotal leadership position will spearhead strategic initiatives aimed at expanding and enhancing the credit union’s retail banking services across the state, fostering a strong member-first culture. The VP will lead and inspire a team of retail banking professionals, drive the development and implementation of innovative retail products and services, and continuously improve the overall customer experience within the Kansas market. Additionally, the VP will collaborate with other senior leaders to ensure cohesive and effective execution of the credit union’s broader objectives.

Requirements

A Bachelor's degree in Business Administration, Finance, Accounting, or a related field is preferred or equivalent work experience.
Extensive knowledge of the functions and operations of retail banking, including lending, deposits, payment systems, and customer service.
Strong understanding of state and federal regulations governing credit unions, banking operations, consumer protection, and lending laws.
Ability to analyze financial data, identify trends, and translate insights into actionable business strategies.
Knowledge of member-centric practices and strategies to drive customer satisfaction and loyalty, with a focus on the community.
Proven leadership in managing and developing teams to achieve organizational objectives.
Minimum 10 years of experience in retail banking, with at least 5 years in a senior leadership role, preferably in a credit union or community bank.
Demonstrated success in developing and executing strategies that drive growth, profitability, and operational excellence in retail banking.
Experience in budgeting, forecasting, and managing financial performance within a retail banking environment.
Experience leading cross-functional teams and developing talent within retail banking operations.
Proven track record of driving change and implementing innovative solutions to improve service delivery and operational performance.
Proficient with banking software systems (e.g., core banking systems, CRM tools) and financial reporting software.
Strong ability to interpret complex data and financial reports, with a focus on improving decision-making and operational efficiency.
Ability to manage multiple projects, with expertise in planning, prioritization, and execution.
Knowledge of risk management principles and the ability to assess and mitigate risks related to retail banking operations.
Familiarity with emerging banking technologies, including mobile banking, digital services, and cybersecurity best practices.
In-depth understanding of the regulations and laws impacting retail banking, including BSA/AML, KYC, and data privacy requirements.

Responsibilities

Collaborate with KS Market Managers to manage, develop, and lead branch teams.
Develops coaching strategies focused on relationship building, referral, and sales techniques.
Guides Market Managers and Branch Managers in coaching the behaviors and activities essential for achieving scorecard objectives.
Collaborates with the Vice President of retail banking in opposite markets to ensure consistency between branch experiences for both members and employees.
Monitors and evaluates sales scorecard and service performance, clearly communicating results to keep everyone informed of their standing.
Engage team members in understanding the factors behind their numbers and coaches retail teams to enhance results by analyzing key scorecard components and behaviors linked to successful performance.
Oversees the scorecard and incentive process by developing and adjusting objectives, monitoring results, auditing for accuracy, and directing action plans to address areas needing improvement.
Takes responsibility for understanding and communicating branch NPS scores and related information.
Collaborate with retail managers and branch teams to analyze results and implement follow-up plans based on member feedback.
Articulates a compelling vision of exceptional member service to the team.
Works with the Retail Management Team to cultivate a member-centric environment across all branches, holding associates accountable for delivering consistently exceptional member experience.
Acts as a culture ambassador, reinforcing the credit union’s mission and values.
Clearly communicates expectations and motivates the team to integrate core values into daily interactions with members and colleagues.
Understands the Credit Unions Strategic plan, and its implementation at the branch level.
Shares an exciting vision of initiatives detailed in the business plan and translates strategy into actionable plans to drive branch performance.
Takes responsibility for ensuring adequate staffing at branch locations.
Utilizes transaction reports and staffing models to forecast needs and sets scheduling models for branch teammates and Flex associates accordingly.
Collaborates with the community development department to support community partnerships as needed by the growth department.
Identifies training needs at branches and collaborates with Market Managers and Retail Training to deliver local, policy/procedure, or sales/service training.
Participates in and/or facilitates regular and effective Retail Manager meetings, including weekly team conference calls to discuss scorecard progress and share best practice strategies.
Maintains up-to-date knowledge of state and federal regulations applicable to branch transactions.
Assists with resolving regulatory and audit findings.
Keeps current with Credit Union sales and service practices by regularly attending training sessions, line of business presentations, branch huddles, and sales meetings.