The VP of Branch Operations will provide strategic oversight and leadership for all branch locations at United Heritage Credit Union, ensuring high-performance service delivery, operational efficiency, compliance, and staff engagement. The VP will work closely with executive leadership to align branch initiatives with organizational goals, implement member-centric service models, and foster a culture of collaboration, accountability and continuous improvement across the branch network.

MINIMUM QUALIFICATIONS

• Bachelor’s degree from an accredited college or university in Business Administration, Management, Finance, or other related field.
• Minimum 7 years of demonstrated financial institution related experience with progressive leadership responsibilities related to the branch network and the creation of branch-related policies and procedures.
• Minimum 5 years of branch network management experience with responsibility for creating functional strategies and specific objectives for a complex, multi-site branch network; including responsibilities for coaching, mentoring, developing and motivating staff.
• Demonstrated experience successfully developing and implementing branch delivery service models within a branch environment.
• Exceptional knowledge of state and federal financial institution regulations, policies, and procedures.

PREFERRED QUALIFICATIONS

• Master’s of Business Administration (MBA) or advanced degree.
• 7+ years of experience in a financial institution or related industry with progressive responsibilities related to branch delivery channels.
• 7+ years of management experience with responsibility for creating functional strategies and specific objectives for a branch network.
• Experience scaling and managing a branch network team with at least 50 direct/indirect report.
• Experience in the utilization of project management methodologies, including project planning and testing preferred.
• Knowledge of National Credit Union Administration (NCUA) rules and regulations.
• Demonstrated experience with Episys Quest (Symitar) preferred.

• Manages the Financial Services department. Directly and indirectly oversees the completion of prioritized deliverables to ensure a positive member experience.
• Creates a high-performing, service-driven culture by developing staff through providing effective training, coaching, individual development plans and performance reviews.
• Establishes effective communications and creates a positive employer-employee relationship by recognizing staff through motivation, feedback, reinforcement of positive skills and identifying areas of improvement.
• Ensures adequate staffing levels are maintained within operational plans and performs necessary personnel actions such as interviewing, hiring, transfers, promotions, disciplinary actions and terminations.
• Collaborates with the COO to successfully position the Branch Network by developing and implementing progressive strategies, product offerings, policies and procedures and ensures they are member-centric while balancing risk.
• Ensures the future of the Branch Network remains relevant; including recommendations for new branch sites and/or relocations and closures via market research.
• Develops promotional strategies to increase utilization of Credit Union products and services among existing members while acquiring new households.
• Actively participates in community, networking and other Credit Union sponsored events in order to retain current members and bring new business to the organization.
• Develops goal achievement programs that motivate employees to accomplish product-related goals.
• Develops and monitors appropriate Branch Network data metrics. Analyzes member feedback to help drive service enhancements and provide actionable insights into trends. Provides regular reports and/or updates to the COO.
• Evaluates policies, procedures and programs to create operational efficiencies and creates new policies and procedures, as applicable.
• Serves as point of contact for escalated member issues with a goal of retaining membership and reducing organizational risk.
• Coordinates departmental projects, including branch delivery channel and product upgrades, staff training and testing.
• Continuously evaluates the effectiveness of individual branches through branch activity statistics and reports.
• Determines proper internal controls and ensures individual accountability of cash, checks and other negotiable instruments are handled in accordance with applicable rules and regulations. Oversees security and safety of all branches regarding cash operations.
• Partners with the managers throughout the Branch Network to ensure compliance related to fraud and risk mitigation methods and stays abreast of current and upcoming fraud trends.
• Ensures any operational failures are quickly identified and communicated to external and internal business partners to maintain system health and operational benefits.
• Ensures consistency of branch operations through auditing and monitoring branch policies, procedures and accountability measures.
• Serves as point of contact for audits; schedules and oversees internal and external audits, as applicable.
• Designs and implements operational procedures for the Branch Network to ensure audit and regulatory requirements are being met by all employees.
• Stays abreast of branch banking operation-related developments, branch delivery channel technologies, practices, or regulatory requirements related to the Financial Services department.
• Builds and maintains third-party vendor relationships in order to maintain organizational workflow.
• Continuously evaluates third-party vendor relationships and their features and offerings for the Branch Network.
• Partners with Compliance for vendor relationships, including contract negotiation and due diligence, renewals and periodic reviews.