Director of Retail Experience

Role

To direct the operations of the Credit Union's branch network, ensuring organizational, financial, operational, service, and growth goals are met; ensures consistently excellent service to members by attitude, example, and leadership. Promotes a positive environment in the branches and ensures employee morale is high. 

Essential Functions and Responsibilities 

• Directs and monitors branch operations to ensure organizational goals and objectives are met. Reviews, schedules, trains, and monitors the work of branch personnel; conducts performance reviews, disciplines personnel, allocates resources to meet operational needs within the department; reviews approves, denies, or modifies department recommendations from subordinates. 
• Establishes and maintains a positive atmosphere within each branch. Promotes positive staff morale by encouraging open lines of communication with branch managers and their employees.
• Actively participates in discussions with the branches regarding member issues and acts on any items negatively impacting USCCU members. Makes recommendations to Senior Management on ways to improve credit union products, services, and member experiences.
• Communicates with leaders of other departments to solicit feedback and ensure the branches are optimized to support all credit union initiatives. In addition, provide input to other departments on how they can better support the goals of the Operations Department.
• Serves as a credit union representative in the community; builds, strengthens, and maintains relationships with community organizations, community leaders, members, and the general public. Cultivates partnerships that enhance the credit union’s visibility and impact. Partners with local school leadership to support and sustain high school branch operations, ensuring alignment with organizational standards and service expectations. Provides guidance and support to staff and student participants to maintain consistent operations and deliver a positive member experience while promoting financial education and community engagement.
• Maintains communications with management; prepares and submits standard reports; attends scheduled management meetings. Monitors all branch activities to ensure they are in compliance with established credit union policies and procedures.
• Performs other duties as assigned

Knowledge and Skills 

Experience: Three years to five years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Motivating or influencing others is a material part of the job. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. The role requires a significant level of trust or diplomacy. 

Other Skills: Must possess good communication skills, ability to produce clear, concise, and correct written documentation; excellent organizational skills; be proficient in MS Word and Excel; be able to operate a 10 key calculator and computer keyboard. 

Work Environment / Physical Requirements: Work involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, etc. Employees work primarily in an office setting under generally favorable working conditions. The job requires walking, sitting, bending, stooping, standing for long periods of time, or similar activities. Employees frequently lift objects up to 25 pounds, occasional lift heavy objects from 26 to 50 pounds, yet seldom from 51 to 100 pounds