Vice President of Retail

Job Description

Job Description

Our Opportunity:

The VP of Retail is responsible for developing highly effective and efficient teams and departments to service all retail service affairs of the credit union. They are responsible for critical activities related to the operations, administration, and business planning of the retail service efforts of CCF. The VP of Retail will drive the performance of this key function, be responsible for optimizing the retail services function, and actively reinforcing our team-based, performance-oriented culture by ensuring each team member reaches their highest potential. They plan for, direct, organize, and coordinate a broad range of activities associated with the retail services of the credit union including leadership to ensure all reporting channels cultivate strong relationships, create value for the membership and contribute to the financial stability of the credit union. Focus will be on implementing and maintaining the strategic plan and to confirm key corporate goal achievement is on track as it relates to the overall member experience, retail delivery, Member Contact Center and Electronic Services, membership growth, retention, consultative sales, relationship management, community engagement, marketing and brand in alliance with CCF's strategic plan, mission, vision, goals and service promises.

What You'll Do in This Role:

• Works as a strategic partner with the senior leadership team to provide vision and leadership for business initiatives including, but not limited to development, revision, and implementation of objectives, goals, policies, products, procedures, and programs of the retail services encompassing CCF's Member Center network, Member Contact Center and Electronic Services team (MCC). Implements action plans to achieve goals for retail, MCC, member acquisition, retention and overall growth.
• Monitors the marketplace for changes in the Member Center, Electronic Service, and Member Contact Center segments of the industry and researches, tracks, and analyzes retail services activities and results in order to formulate decisions on service and staffing levels, training needs and overall direction. Logically directs, controls, develops, communicates, and implements processes and procedures to maximize effectiveness in accordance with company goals and objectives.
• Leads Member Center, MCC, and ES managers, and teams to maximize productivity, efficiency, and effectiveness of the departments. This includes, but is not limited to hiring, directing job assignments, monitoring staff performance, coaching, development, training, assuring compliance with regulatory requirements and CCF's Mission, Vision, Values, Goals, and Service Promises. Appraises performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.
• Ensures the Member Center, MCC, and ES teams execute against defined activities to achieve goals that are in line with overall credit union objectives, mission, vision, values, service promises, and strategic plans. Assists managers in implementing sales tactics and roles for each member-contact position, and guides them in establishing a sales management process that creates and supports a proactive selling environment.
• Creates and manages sales and incentive tracking programs to monitor, measure, reward and reinforce desired performance. Prepares and submits monthly/quarterly/yearly reports of business unit goal achievement to monitor and communicate out organizational accomplishments and/or challenges. Prepares and submits monthly/quarterly/yearly reports of business unit goal achievement to monitor and communicate out organizational accomplishments and/or challenges.
• Partners with Marketing to implement and manage effective marketing strategies to increase sales and maximize profits by evaluating potential of client base, developing new accounts and increase revenue of existing accounts through outside sales activity.
• Collaborates with training and operations to ensure skill levels are maintained and appropriate risk controls are in place to achieve optimal success.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies. Assures implementation, through branch managers, of all approved policies and procedures applicable to branch activities and CCF.

What You'll Bring To CCF:

• 5 to 10 years of similar or related experience, including time spent in preparatory positions.
• Minimum 5 years’ experience managing people and teams.
• Minimum 5-7 years retail services experience.
• A college degree.
• The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust.
• Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues
• Ability to interact with team members, vendors, and members in a positive and professional manner.
• Demonstrated ability to lead, manage, and motivate employees to action through performance management, training, coaching, recognition and development.
• Self-motivated, independent problem-solving abilities.
• Proficient with the Microsoft suite of products including Excel, Word, Outlook, and PowerPoint.
• Excellent verbal and written communication skills.
• Excellent attention to details.
• Ability to obtain and maintain MLO designation.
• Ability to obtain and maintain notary designation.
• Strong project management and organizational abilities to implement changes resulting from research and analysis.
• Professional demeanor, with ability to work independently and in teams.
• Strong communication and negotiation skills (both verbally and written).

The Perks of Being Part of CCF:

When you join CCF you’re not just taking a job—you’re joining a community. From milestone anniversaries to our legendary chili cook-off, we believe in recognizing achievements and building connections through fun, shared experiences.

We offer a comprehensive benefits package designed to support the well-being of our employees:

• Competitive Base Compensation: Competitive salary with eligibility for performance-based incentives.
• Paid Time Off: PTO available to support work-life balance, in addition to 13 paid company holidays per year.
• Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement.
• Health Insurance Coverage: Multiple low deductible medical plan options, as well as dental and vision coverage.
• Employer-Paid Coverage: Company-paid life insurance and short- and long-term disability coverage.
• Flexible Spending Accounts (FSA): Options for both medical and dependent care FSAs.
• Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career.
• Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution.
• Employee Assistance Program (EAP): Confidential support services for personal and professional challenges

Work Location: This position is based in Auburn Hills, Michigan. Hybrid working arrangements are available following 4-6 months of successful employment.

EOE: CCF is committed to equal opportunity and complies with EEOC rules and regulations.