Executive Vice President Member Experience

at  Kawartha Credit Union

EXECUTIVE VICE PRESIDENT (EVP), MEMBER EXPERIENCE

Location: Primary work location is our head office in Peterborough, Ontario. A hybrid working model is supported. This role includes regular travel to our branches so will include working from branch locations as well.
Reporting to the CEO, the EVP, Member Experience will lead and oversee the retail, wealth management and commercial businesses with responsibility for the end-to-end member experience across all channels. The key objective of this role is to grow the business while ensuring excellence in member service through effective marketing & communications, strong channel capabilities, competitive products and services, as well as achieving optimal efficiencies in all areas of the business.
The scope of responsibilities for this position covers the entire network of Retail Banking Branches, Wealth Management and Commercial businesses, including Online Banking, Mobile Banking, Contact Centre, Product management, Marketing & Communications, and overall member experience.
As a key member of the Executive Leadership Team, develop and manage the execution of strategic plans.

QUALIFICATIONS REQUIRED:

• Relevant undergraduate University degree required.
• A minimum of ten years of progressive Financial Services industry experience with at least five years at the senior executive level running multi-branch retail, wealth and commercial businesses and managing high performance advice and service teams.
• Credit union experience would be an asset.
• Demonstrated proficiency in leading the development of effective strategic business plans and programs in support of business objectives.
• Experience in developing strategies in a multi-channel environment to support members’ needs while delivering an effective and efficient end-to-end business.
• Proven track record of leading people, developing, and implementing major organizational and operational change initiatives in a timely manner, including the determination and establishment of appropriate and meaningful metrics.
• Must be able to read/interpret Financial Statements and take appropriate action based on financial performance.

Please refer the Job description for details