Full Job Description
Role:
The Director of Retail Sales and Service is responsible for the assigned branches' development, performance, growth, and profitability. This role involves working individually with Branch Managers and collaborating as a team to expand member relationships and achieve member goals related to asset growth, loan growth, member growth, and service goals. Additionally, it focuses on developing and maintaining a high-quality service culture, ensuring that Gulf Winds is the trusted partner members rely on to achieve financial success
This position holds branch leaders accountable for enhancing service to members in a way that aligns with Gulf Winds' One Scoreboard and supports the strategic and budgetary objectives of the credit union. This role will work directly with the VP of Member Experience to establish short-term and long-term plans for the success of the assigned branches. Additionally, collaboration with other Retail Sales and Service Directors is essential to the overarching success of the Credit Union's
Essential Functions & Responsibilities:
E 45% Responsible for the growth of members, shares, loans, and the overall profitability of the assigned branches. Additionally, responsible for ensuring the branches meet or exceed Service Level Agreements (SLAs) and budget goals. Accountability through coaching and leadership to the assigned branch leaders and team members. Provides oversight to ensure their branches are delivering optimal service to our membership. Compiles and reports performance and growth metric reports to management.
N 15% Design, implement, and lead strategies to improve the overall production and growth of all branches within their assigned region, ensuring long-term success for each assigned branch.
N 10% Maintains a broad knowledge of the financial markets, including external contacts and knowledge of market conditions in order to provide input for strategy.
N 10% Monitors and reports progress to the VP of Member Experience and Executive Leadership team as needed.
N 10% Works closely with Branch Leaders and Human Resources to recruit and hire high-performing team members who align with Gulf Winds' culture. Ensures that Branch Leadership effectively coaches team members who meet expectations, as well as documenting those who do not. Communicates proactively with Human Resources about potential disciplinary actions early in the documentation process regarding a team member's behavior.
N 5% Addresses escalated issues in assigned branches and identifies proactive solutions to prevent future occurrences. Collaborates with other Retail Directors and the VP of Member Experience to ensure the solutions are implemented across the entire Retail division.
N 5% Performs other job-related duties as assigned.
Performance Measurements:
1. Achievement of Growth Goals - meets or exceeds the established branch and regional growth goals monthly. Ensures direct reports achieve their individual goals.
2. Fiscal Management - adherence to budgeted branch operations and implementation of growth plans.
3. Operational Improvements - development of specific recommendations for enhancement of personnel management, facility improvement, products and pricing strategies, and updates to policies and processes.
4. Community Engagement - relationship building through fostering connections within the community and coordination of branch participation in community impact initiatives.
5. Member Experience - member survey and NPS results of assigned branches.
6. Cultural Promotion - promotion of relationship-oriented practices within the region through relationship-building tools.
7. Crisis Management - operational readiness restoration through the implementation of strategies to restore operations post-emergency and comply with recovery times dictated by business constraints or disaster recovery plans.
8. Regulatory Compliance - adherence to rules, regulations, policies, and internal controls, including but not limited to BSA, OFAC, and Physical Security.
Knowledge and Skills:
Experience Three years to five years of similar or related experience.
Education (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program, or equivalent related experience.
Interpersonal Skills A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive collaboration with others and is usually of a personal or sensitive nature. Work involves motivating, influencing or training others. 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.
Other Skills 1. Change readiness - Positively embraces change and remains open to changes, altering behavior as necessary.
2. Collaboration and teamwork - Works cooperatively and collaboratively with others inside and outside the organization to accomplish individual and organizational objectives.
3. Communication - Conveys information effectively in various settings, applying the best mode of communication for the situation.
4. Continuous learning and improvement - Continually participates in development opportunities to improve personal knowledge, skills, and abilities, as well as the organization's success and efficiency.
5. Creative thinking and problem-solving - Anticipates needs; thinks critically about business issues; addresses problems and issues innovatively. Analyzes relevant data, weighs alternatives, and chooses the best action plan.
6. Ownership/Accountability - Takes responsibility for decision-making and accomplishing objectives within the role; demonstrates initiative to enhance value.
Physical Requirements This role requires traveling to assigned branches within the Director's specified region. This role would also need the ability to file files, open filing cabinets, and bend or stand as necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment The position is based in-office in our Pensacola market, operates primarily in an office setting, and routinely uses standard office equipment such as computers, printers, and phones.
This position requires consistent presence in the office to collaborate with team members and fulfill job responsibilities effectively. It requires actively participating in conference calls and meetings with other Credit Union team members and vendors.
The normal expected work schedule is Monday through Friday, 8:30a.m. to 5:00p.m. Early, late, and Saturday hours are expected in the role, as well as after-hours work or travel required to meet project deadlines or attend conferences, seminars, or meetings.
Must adhere to safety rules and regulations.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
