Position Summary
The Vice President of Branch Retail Banking reports to the President/CEO and serves as a key member of PVCU's executive management team. This position leads the credit union's retail branch network and drives the organization's sales and service culture, playing a central role in achieving strategic goals and advancing our mission. The VP directs all aspects of branch operations and personnel, oversees the bank-at-work program and community outreach initiatives. The VP sets and achieves branch performance goals, enhances service delivery and operational processes, develops and manages the retail division budget, and ensures all retail activities comply with applicable regulations and credit union policies.
Position Responsibilities
Staff Leadership & Development
- Leads, develops, and manages branch staff and Retail Banking Managers to achieve individual and team success; fosters an environment of continuous learning, professional growth, and cross-training.
- Mentors branch leadership and serves as a daily role model for engagement, trust, and transparency, ensuring staff are properly trained and supervised in a manner consistent with the credit union's strategic goals.
- Establishes objectives and performance goals for the Retail Management Team that contribute to the credit union's overall goals; conducts one-on-one reviews, sales coaching, and annual performance evaluations.
- Creates a positive, collaborative work environment promoting respect, teamwork, and cooperation across branches, departments, and members.
- Communicates organizational goals, changes, and updates to branch teams, ensuring alignment and clarity.
- Oversees the overall member experience with a focus on new member growth, retention, and a consultative sales culture; responds to escalated member concerns.
- Ensures staff compliance with PVCU policies, procedures, and government regulations.
Sales Strategy & Business Development
- Directs retail sales strategies for deposit products, loans, and related services to achieve department and organizational goals, including increased products per member, loan origination, and branch efficiency.
- Develops sales and incentive programs that contribute to increased member profitability and branch operational efficiencies; designs in-branch campaigns aligned with the marketing plan and strategic goals.
- Oversees the bank-at-work program by strengthening existing relationships and identifying new employer partnerships to grow membership and market penetration.
- Manages business development for new and existing business accounts, applying a working knowledge of lending products.
- Supports marketing campaigns, product rollouts, community engagement efforts, and financial education initiatives.
- Partners with senior leadership to develop and execute retail branch strategies aligned with organizational goals and priorities.
Community Outreach & Member Growth
- Directs community events and outreach programs to increase credit union awareness, build business relationships, and grow membership, loans, and services.
- Solicits local businesses and community partners for collaboration opportunities; conducts educational presentations for current and prospective members.
- Fosters a culture of exceptional member service across all branches by promoting best practices and adopting a service-first mindset.
Performance Analysis & Strategic Planning
- Develops and analyzes branch performance metrics, member feedback, and market trends to identify growth opportunities and measure the effectiveness of sales and service activities; modifies processes as needed.
- Participates in setting and adjusting departmental sales goals and ensures internal processes align with credit union strategies.
- Keeps abreast of industry changes and emerging trends in the delivery of financial products and services to maintain competitiveness.
- Leads and participates in special projects, including branch expansions, relocations, and process enhancements.
- Collaborates cross-functionally on team projects supporting strategic growth; may serve on ad hoc committees.
Budget & Vendor Management
- Develops and manages the retail division's annual budget, including staffing, facilities, and operational expenses; analyzes financial performance and ensures branches operate within budget while meeting growth and efficiency targets.
- Manages vendor relationships and evaluates technology solutions that enhance the retail division; conducts vendor due diligence reviews within the retail area.
Compliance & Other Duties
- Responsible for the development and enforcement of credit union policies and procedures; ensures that all staff members have appropriate knowledge of related regulations and guidelines.
- Develops procedural changes as required by compliance updates or new programs.
- Performs other duties as assigned by the President/CEO.
Qualifications
- 7+ years of senior leadership experience in branch retail banking with a track record of sales growth and market development
- Strong management and team development skills; proven ability to lead sales teams, coach performance, and promote bank products
- Expertise in customer service, relationship management, cash handling, and debit/credit operations; adept in financial services and risk awareness
- Knowledge of regulatory requirements (BSA, TILA, Fair Housing) and compliance practices; experience with fraud prevention and financial software
- Bachelor's degree in Finance, Banking, or a related field; relevant certifications preferred
Knowledge, Skills, and Experience
Education & Experience
- Bachelor's degree required; equivalent combination of education and related experience considered.
- Seven to ten years of related retail experience, five of which should be in a managerial capacity at a credit union or other financial institution.
- Demonstrated experience managing and motivating sales teams to meet objectives and performance goals.
- Good working knowledge of channel management and development; awareness of emerging trends in the delivery of financial products and services.
Knowledge
- Knowledge of banking and/or Federal Credit Union compliance regulations, including the Bank Secrecy Act.
- Knowledge of lending policies, procedures, and products.
- Knowledge of marketing, sales, business development, and general banking operations.
Skills & Abilities
- Strong decision-making, problem-solving, and analytical skills.
- Excellent verbal, written, and research communication skills.
- Self-initiative, strong commitment to member service, and the ability to work collaboratively in a team environment.
- Demonstrated ability to lead, direct, and motivate a diverse workforce.
- Proven ability to establish and communicate measurable goals.
- Ability to motivate and influence others, requiring a significant level of diplomacy and trust to obtain cooperation both internally and externally.
- Strong personal projection, including professional business appearance, positive attitude, and strong interpersonal skills.
- Proficiency in Microsoft Excel, Word, PowerPoint, and other relevant applications.
Physical Requirements
- Ability to work on a keyboard and sit for prolonged periods.
- Ability to occasionally exert up to 10 pounds of force to lift, carry, push, pull, or otherwise move objects.
- Ability to travel to businesses and other branches as needed.
- Ability to communicate orally and in writing with members, management, vendors, and others.
- Ability to work in a high-pressure office environment and manage multiple priorities; willingness to work non-standard hours including early morning, late evenings, and weekends as needed.
How to Apply
Interested candidates are invited to submit a resume and cover letter to [email protected]. Pioneer Valley Credit Union is an Equal Opportunity Employer.
Pay: $98,000.00 - $163,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
