VP Retail Banking

BayPort Credit Union•Newport News, VA

13h

About The Position

Position Summary: The Vice President of Retail Banking provides strategic and operational leadership across the Credit Union’s retail delivery channels, including branch operations, floating staff, and digital banking team. This role is responsible for creating seamless, high-quality member experience while driving growth, efficiency, and engagement across all touchpoints. The Vice President Retail Banking serves as a key leader in aligning people, processes, and technology to meet evolving member needs and organizational goals. Essential Function and Duties: Develop and execute the overall retail banking strategy to support member growth, satisfaction, and financial performance. Lead and inspire teams across branches, relief staff, and digital banking teams to deliver consistent, member-focused service. Collaborate with executive leadership to align retail initiatives with the Credit Union’s mission, vision, and strategic plan. Support the Chief Experience Officer with overseeing the Contact Center as needed. Ensure a seamless, omnichannel member experience across physical, virtual, and digital platforms. Champion a service culture that prioritizes relationship-building, financial well-being, and community impact. Use member feedback, data, and trends to continuously improve service delivery and engagement. Oversee daily retail operations, ensuring compliance with policies, procedures, and regulatory requirements. Drive process improvements, efficiency, and scalability across all retail channels. Partner with risk, compliance, and operations teams to ensure strong controls and sound operational practices. Lead efforts to grow deposits, loans, and digital adoption through coaching, performance management, and targeted initiatives. Establish and monitor KPIs, budgets, and performance metrics across retail teams. Identify opportunities to leverage technology and innovation to enhance member access and convenience. Build, coach, and retain high-performing leaders and teams. Foster collaboration across departments, encouraging shared accountability and continuous learning. Support workforce planning, talent development, and succession planning for retail teams. Perform other duties as assigned.

Requirements

Bachelor’s degree in business, finance, or a related field.
8-10 years’ experience in retail banking, financial services, or credit union operations with progressive leadership.
Demonstrated experience leading multi-channel delivery teams (branches, contact center, digital banking).
Strong understanding of retail banking products and services, member service models, and regulatory requirements.
Proven ability to lead change, drive results, and build collaborative relationships.
Demonstrated ability to set and achieve financial goals, including loan and deposit growth.
Exceptional leadership and communication skills, with the ability to inspire and motivate teams.
Proven ability to develop and execute strategic initiatives aligned with organizational objectives.
Ability to effectively promote a Sales & Service culture through contest partnering with vendors and bringing fresh ideas.
Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.

Responsibilities

Develop and execute the overall retail banking strategy to support member growth, satisfaction, and financial performance.
Lead and inspire teams across branches, relief staff, and digital banking teams to deliver consistent, member-focused service.
Collaborate with executive leadership to align retail initiatives with the Credit Union’s mission, vision, and strategic plan.
Support the Chief Experience Officer with overseeing the Contact Center as needed.
Ensure a seamless, omnichannel member experience across physical, virtual, and digital platforms.
Champion a service culture that prioritizes relationship-building, financial well-being, and community impact.
Use member feedback, data, and trends to continuously improve service delivery and engagement.
Oversee daily retail operations, ensuring compliance with policies, procedures, and regulatory requirements.
Drive process improvements, efficiency, and scalability across all retail channels.
Partner with risk, compliance, and operations teams to ensure strong controls and sound operational practices.
Lead efforts to grow deposits, loans, and digital adoption through coaching, performance management, and targeted initiatives.
Establish and monitor KPIs, budgets, and performance metrics across retail teams.
Identify opportunities to leverage technology and innovation to enhance member access and convenience.
Build, coach, and retain high-performing leaders and teams.
Foster collaboration across departments, encouraging shared accountability and continuous learning.
Support workforce planning, talent development, and succession planning for retail teams.
Perform other duties as assigned.