Chief Retail Banking Officer Job at Truliant Federal Credit Union
Job Description:
Purpose of the Job
The Chief Retail Banking Officer is responsible for organizing, planning, and strategically directing the activities of the following areas: Member Financial Centers, Member Contact Center, Mortgage, Indirect Lending, and Truliant Financial Advisors. As a member of the Chief Planning Team, the Chief Retail Banking Officer will assist in developing and implementing short-term and long-term financial objectives and executing on developed operational plans and strategic business goals. The Chief Retail Banking Officer is responsible for ensuring policies and programs are in line with overall Credit Union objectives and ensuring quality of work, smooth service delivery, and adherence to the strategic direction of the Credit Union.
Essential Functions and Responsibilities
- Serves as a member of the Chief Planning Team (CPT) to direct Member Financial Centers, Member Contact Center, Mortgage, Indirect Lending, and Truliant Financial Advisors through active participation with Senior Management.
- Provides organizational and strategic leadership to all direct reports in the areas of operational execution, budgeting/forecasting, long-range planning, visioning, strategy development, human resource planning, process improvement and service quality. Manages and reports on allocated operating budgets and channel profit and loss.
- Directs the continuing development of operations to ensure future Credit Union’s growth and effective service delivery in order to maintain high levels of member satisfaction and strong member relationships.
- Creates high-performing teams that drive Credit Union lending and deposit goals. Develops, executes and manages short-term and long-term sales plans across two key consumer product group segments (deposit and loan products) and ancillary member services, adapting sales strategies according to the differences and complexities of each segment.
- In coordination with the New Products Division, plans and supports the launch of new products and services and manages the cross-functional implementation of the plan including IT development, operational policies, communication plans and business requirements.
- Defines and shares vision of success with key stakeholders and employees to create buy-in and support, emphasizing the need to achieve alignment with the multi-channel member access strategy.
- Collaborates with other leaders to determine the desired member experience by channel segment. Clearly defines “excellent member service”, and develops effective teams who provide high quality services and solutions, consistent with the desired member experience.
- Develops and is held accountable for the successful achievement of measurable financial and operational success indicators. Analyzes and determines areas of potential program improvement or cost reduction within areas of responsibility.
- Participates as a member of Asset/Liability Committee (ALCO) to ensure that profitability can be maximized, but within the constraints of having to maintain adequate liquidity, adequate net worth and without excessive risks.
- Participates as a member of Risk Management Committee (RMC) to ensure the proper governance and risk oversight of loan portfolio.
- Participates as a member of Information Security and Technology Oversite Committee (ISTOC) to ensure the proper governances and risk oversights are in place for the Credit Union’s information security and technology.
- Assists the President/CEO in articulating the Credit Union’s mission.
- Supports the President/CEO in representing the Credit Union as needed in regulatory or formal functions and with local, regional and national constituencies.
- Participates on various external community boards, committees, and activities.
- Actively promotes the mission of the Credit Union though participation in the annual performance review process, including writing and delivering reviews.
Other Duties and Responsibilities
- Assists with other tasks and projects as assigned.
Knowledge, Skills, and Abilities
- Must have experience with multi-branch operations
- Must have extensive financial product/service business knowledge in the areas of mortgage, consumer loans, investments/savings and legal compliance
- Must have a track record of successfully managing change, process improvement, and operational performance
- Must have experience with other alternative delivery channels
- Must have strong project management and multi-tasking skills, including strategic planning
- Must have excellent communication skills in English, both verbal and written
- Must have strong PC skills, with intermediate knowledge on Microsoft Excel, Word, and Outlook
- Must have superior interpersonal skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate
- Must have the ability to make recommendations to effectively resolve problems or issues, by using judgment that is consistent with standards, practices, policies, procedures, regulation, or government law
- Must be able to make high-level decisions in an ambiguous environment
- Must be able to identify and evaluate business threats and opportunities
- Must be able to work under pressure of time deadlines
- Must have ability to read and absorb numerous business-related publications and industry data
- Must be able to motivate employees and build effective teams
- Must be resourceful and well organized, with strong attention to detail
- Must have the ability to research and analyze various type of data information
- Must be flexible and able to shift resources and priorities as required
- Must be able to work in a general office environment
- Should possess a strong commitment to providing excellent service to Truliant’s members
Physical Requirements
- Occasional standing, walking, bending, and stooping required
- Must be able to sit at a desk for long periods of time and use a computer
- Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds
- Occasional travel required
Education and Background
- Bachelor’s degree in business, finance, or related field required, MBA preferred
- Minimum of 10 years demonstrated financial services experience required
- Minimum of 10 years management experience, 5 years of which in a senior management role
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