Vice President/Branch Experience
Company: Redwood Credit Union
Location: Napa
Posted on: October 31, 2024
Job Description:
At Redwood Credit Union we are on a journey to reimagine the way
we do business, and we can't do it without you - our next great
hire!Since 1950, Redwood Credit Union has been helping people reach
their financial goals and dreams with a focus on helping others. As
a not-for-profit financial institution, our passion is for helping
our Members meet their financial needs, whether it's through better
rates, low or no fees, or expanded services.That people-first
approach holds true for our employees, too. Our work environment is
built on service and trust. It's all possible with a leadership
team committed to hiring talented people and helping them develop
their careers.Redwood Credit Union is looking for a Vice President
of Branch Experience who will provide leadership, guidance, and
oversight of the Branch Experience. Direct, manage, and monitor
branch operations, programs, and visitor/Member experiences at
every touchpoint, from digital appointment to post visit email.
Responsible for the delivery of experiential data, analysis,
reporting, and annual goal setting. Provide independent, objective
assurance and consulting services designed to add value and improve
the experience across the Branch Network as a whole, inclusive of
location, footprint, and layout. Direct and evaluate usage of all
Branch technology and tools. Responsible for the delivery of a
quarterly Branch Network report, as well as business outcomes such
as increased production and market penetration, enhanced
efficiencies in operating models and workflows, strong expense
management and exceptional service.ESSENTIAL FUNCTIONS:Branch
Network Leadership and Management
- Formulate, negotiate, and achieve branch network goals related
to production, sales performance, market penetration and
service.
- Manage and direct the branch engagement process to drive branch
network performance and success of organizational goal
attainment.
- Develop and implement strategies to attain branch network goals
and objectives, measure progress, provide ongoing experiential
analysis and work with Organizational Leadership, Regional VPs, and
Branch Leadership to implement adjustments as appropriate.
- Successfully cultivate and maintain key relationships with
branch experience stakeholders (i.e., Management, Teammates,
Vendors).
- Work with Regional Vice Presidents to provide recommendations
to the Leadership Team(s) to improve the Branch experience,
ensuring process and consistency across the Branch Network.
Establish evaluation routines to proactively check for efficacy,
goal attainment in sales, service, technology, and staffing. Lead
and drive implementation as needed.
- Serve on and/or direct committees to ensure effective interface
among departments and branches and ensure that branch experience
operational and technology policies, programs, objectives, and
goals are communicated and executed.Branch Experience Program
Management
- Drive planning, coordination, and conduct as needed, regular
assessments of the end-to-end Branch experience (from digital
appointment to post visit email), ensuring there are updates to
playbook(s), Reddypedia and business operations.
- Direct Branch Network projects to ensure experience assessments
are completed according to the quarterly Branch Network assessment
plan.
- Direct the preparation of quarterly and biannual Branch
reporting, preparing the final reports in accordance with the
established guidelines.
- Report to SVP/Member Experience on Branch experience trends and
issues.
- Recommend branch experience improvement and service control
opportunities to remediate/mitigate service trends/issues.
- Review and identify cost effective and efficient utilization of
Redwood Credit Union Branch Network resources.
- Drive the creation of routines and reporting that allows
Branches to understand their successes and actionable
opportunities.Minimum Qualifications and Experience:
- Strong ability to plan, implement, and evaluate the achievement
of goals, objectives, and work plans.
- Ability to lead, motivate, and supervise direct reports.
- Proficient InBusiness communication.
- Ability to establish and maintain effective working
relationships with a diverse group of people across organizational
structures.
- Ability to analyze problems and opportunities, identify and
evaluate alternatives, and develop sound, effective implementation
strategies.
- Ability to gather, analyze, and evaluate facts to prepare
relevant findings and recommend solutions.
- Ability to distinguish and manage confidential material and
information.
- Ability to coordinate a variety of activities simultaneously
and prioritize work.
- Thorough knowledge of modern management techniques and
practices.
- Highly skilled in the operation of a personal computer with
spreadsheet, word processing, and presentation software.
- Ability to travel between branches as required.Physical
Requirements:
- Ability to stand, bend, stoop, sit, walk, twist and turn.
- Ability to lift up to 25 pounds.
- Ability to use a computer keyboard and calculator.
- Work environment is indoors, majority of the time is spent
standing or sitting at a workstation.Education/Experience:A
combination of education and experience equivalent to a bachelor's
degree in business administration or closely related field, and a
minimum of twelve years' experience with internal or external
problem/risk management and/or quality assurance in financial
services, and management experience.Compensation: base starting
range $170,102 to $224,121 annually commensurate with
experience.Our base salary starting range is based on scope and
responsibilities of the position, candidate's work experience,
education/training, key skills, and internal peer equity. We offer
a competitive total rewards package including a wide range of
medical, dental, vision, financial, and other benefits.Redwood
Credit Union offers a robust benefits package to our eligible
employees including:
- Competitive medical, dental, and vision insurance, mental
health offerings
- Employee performance incentive plan
- Salary Advancement- Merit increase based on performance
- 401(k) program with employer match
- Time Off- Competitive PTO accrual plus 11 paid company holidays
and your birthday off!RCU Discounts and Perks:
- RCU employees are eligible for a .75% discount off RCU standard
collateral auto loans
- RCU employees are eligible for a 1% discount on all
recreational or boat loan products
- 2% discount off Visas and LOC Loans through RCU
- 0% interest loan to support employees with various immigration
related expenses such as visa application fees and relocation
costs. Loan amount up to $1,000.
- 0% interest loan to support employees with expenses associated
with the naturalization process. Loan amount up to $15,000.
- 0% interest on garment, fitness, or home office equipment loan
of up to $500
- 100% financing for employee purchased homes!Why work for
Redwood Credit Union?
- Local financial institution, providing unparalleled service
since 1950
- Recognized by Newsweek as one of "America's Best Credit Unions
2024"
- Top 5 Healthiest Credit Union in the USA, rated by Glatt
Consulting
- Voted Best Places to Work in the North Bay 19 years in a
row
- World-class employee engagement scores
- Rated Superior in Service by more than 90% of Members, surveyed
by SF Gate
- Recognized by Forbes as one of "America's Best Small Employers
2023"Internal Team Members:If you are a current Team Member, please
apply through the internal careers page located in RCUNET.We are an
Equal Opportunity Employer
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Keywords: Redwood Credit Union, Napa , Vice President/Branch Experience, Executive , Napa, California
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