The Director of Branch Experience is responsible for leading the performance, operations, and member experience of assigned credit union branches in its region. This role provides strategic and day-to-day leadership for branch managers and frontline teams, ensuring each branch delivers exceptional service, achieves growth goals, operates efficiently, and remains compliant with all credit union policies and regulatory requirements.

The Director of Branch Experience acts as an inspiring leader partnering closely with branch leadership to coach teams, deepen member relationships, drive deposit and loan growth, support business development efforts, and identify opportunities to improve branch processes, utilizing key metrics to review progress and create action plans. This position plays a critical role in creating a consistent, member-focused experience across the region while helping employees grow, succeed, and align with the credit union’s mission, values, and strategic objectives.   This leader is responsible for representing Frontwave Credit Union’s brand purpose, core values, and member service expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Includes the following non-inclusive list. Other duties may be assigned. All duties are to be performed in compliance with applicable laws, regulations, and Credit Union policies and procedures.

• In coordination with the VP of Member Experience, develops and ensures successful execution of annual objectives, goals, and strategies for assigned branches, including action plans that support member experience, operational consistency, staff development, compliance, and growth initiatives.
• Lead, coach, and develop branch managers and branch teams across the aligned region.
• Drive consistent execution of service, sales, operational, and compliance standards.
• Support member growth, deepening member relationships, and community business development initiatives.
• Ensure branches provide a welcoming, efficient, and solutions-focused member experience.
• Provides support, coaching, guidance, and training to direct reports to ensure they have the tools, resources, and leadership direction needed to operate their branches effectively, achieve performance goals, maintain compliance, and deliver consistent member experience.
• Maintains operational proficiency and provide leadership oversight to ensure assigned branches consistently comply with branch operating standards, regulatory requirements, audit expectations, security procedures, and guidelines that impact deposits, loans, member service, and daily operations.
• Directs all approved programs, projects and activities as set forth by the VP of Member Experience.
• May evaluate, recommend and review vendors/contracts for new products and make recommendations for implementation to include annual due diligence.
• Supports the ongoing development and implementation of onboarding and cross-sales strategies to grow share and loan accounts, in partnership with the Lending department and other cross-functional teams. Ensures managers have development and training plans for new hires and promote consistency among the branches.
• Performs periodic audits to ensure that branches meet audit requirements.
• Reviews assigned branches for consistency in member service delivery, operational practices, compliance execution, staffing effectiveness, lobby management, and adherence to branch procedures. Partners with Branch Managers to address gaps, reinforce expectations, and share best practices across the branch network.
• Compiles and reviews branch performance data, including productivity, service results, staffing efficacy, operational quality, audit findings, and member experience measures to identify trends and recommend action plans for assigned branches.
• Evaluates branch productivity based on sales statistics in relation to performance targets as defined in the annual objectives and goals. Makes recommendations and proactively take action based on results of the analysis.
• Provides guidance and assistance on complex issues affecting branch operations.
• Analyzes branch workflow, transaction volume, service demand, staffing patterns, and operational performance on an ongoing basis to determine staffing requirements and recommend adjustments that support service standards, efficiency, and consistent branch operations.
• May serve as FSCC secondary contact in the event the primary contact of the Credit Union is not available.
• Frequently travels to assigned branches for operational oversight, project implementation, training support, staff coaching, and direct observation of branch operations to ensure consistent execution of credit union standards across the branch network.
• Conducts regular onsite visits to assigned branches to observe day-to-day operations, member interactions, staffing practices, service delivery, and adherence to established procedures. Use branch observations to identify coaching opportunities, operational inconsistencies, training needs, and process improvements that support a consistent member and employee experience across the branch network.
• Recommends procedural changes; creates or updates them as neede
• Collaborates with internal departments to resolve issues, improve processes, and support organizational priorities.
• Monitors branch losses and over/shorts.
• Manages escalated member complaints and operational issues using independent judgment, sound decision-making and knowledge of credit union policies. Identifies recurring service or process issues and works with branch leadership to implement corrective action.
• Performs all duties of the direct reports as required.

RESPONSIBLE FOR THE EMPLOYMENT, COACHING, EVALUATION, TRAINING, MOTIVATION, AND DISCIPLINE OF ASSIGNED PERSONNEL

• Provides timely feedback and coaching to Branch Managers and branch staff based on onsite observations, performance results, member experience standards, and operational expectations. Documents follow-up actions when appropriate and monitor progress toward agreed-upon improvements.
• Creates an environment in which employees are highly engaged and positively affecting the outcomes of the organization.
• Supervises staff in accordance with credit union policies and applicable laws.
• Schedules, prepares, and conducts employment interviews and recommends personnel for hire following standard hiring procedures.
• Prepares and presents performance evaluations to subordinate employees in a timely manner.
• Monitors, maintains, and documents accurate records for hours worked, overtime hours, and time off.
• Calculates and submits time sheets biweekly to Human Resources for payroll processing.
• Plans and conducts regularly scheduled staff meetings.
• Organizes, prepares, and conducts training sessions on credit union policies and procedures.
• Motivates staff using incentives, themes, and promotional methods.
• Coaches, counsels, and disciplines staff through verbal or written communication.
• Assigns duties and organizes cross-training of jobs.
• Acts as a liaison with staff members to resolve conflicts.

EDUCATION and/or EXPERIENCE:

• Thorough knowledge of financial institution services, products, procedures, and lending required.
• Bachelor’s Degree in Business, Finance or Communications
• 5-10 years of experience in management in a financial institution
• 5-7 years of progressive leadership experience, including direct branch management
• Track record of leading high-performing teams in a service-driven environment
• Strong business acumen with comfort in performance metrics, process management, technology, and operational oversight
• Proven ability to lead teams through change and deliver strong performance outcomes
• Strategic mindset with the ability to connect vision to execution
• Commitment to hospitality, community engagement, and employee experience
• Spanish as a second language a plus

Salary Range: $121,994.8 – 182,992.20