Senior Vice President of Retail Delivery

Description : Position Summary

The Senior Vice President (SVP) of Retail Delivery leads and optimizes the credit union’s retail delivery channels, including retail branches, the digital channel, and the contact center. This role ensures a consistent, high-quality member experience, drives deposit and loan growth, and oversees the execution of retail strategies that align with organizational goals. This position will partner with senior leadership to strengthen operational efficiency, deepen member relationships, and enhance overall member satisfaction.

Requirements :

Provide strategic leadership and day-to-day management of the digital channel, branches, and contact center operations.

Develop, implement, and monitor performance metrics for retail operations (member growth, NPS, sales, and service goals).

Coach, mentor, and develop team members to ensure exceptional member service and operational excellence.

Collaborate with Marketing and Lending teams to ensure alignment of retail strategy with organizational initiatives.

Drive growth in deposits, loans, and service penetration through effective sales and service programs.

Ensure compliance with all regulatory, legal, and policy requirements across retail operations.

Manage staffing levels, workforce planning, and training to ensure member-facing teams are engaged and high performing.

Analyze member feedback and market trends to continuously improve the member experience.

Partner with the CEO and executive leadership to contribute to organizational strategy.

Qualifications

Bachelor's degree in business, Finance, or related field required, Master’s preferred.

Minimum 8–10 years of progressive, credit union, or retail banking leadership.

Proven track record of managing multi-branch networks, digital channels, and contact centers.

Strong knowledge of consumer banking products, compliance requirements, and service delivery.

Demonstrated ability to lead teams, manage performance, and foster a member-first culture.

Excellent communication, strategic thinking, and problem-solving skills.

Competencies

Leadership presence and executive communication skills.

Data-driven decision making with strong business acumen.

Member-centric mindset with a passion for service excellence.

Collaborative, team-oriented leader able to work cross-functionally.

People First provides equal employment opportunity to all employees and applicants for employment. People First prohibits discrimination and harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, or any other characteristic protected by federal, state, or local laws.

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