VP of Retail Delivery

JOB SUMMARY

The VP of Retail Delivery functions as a key member of the Leadership Team and provides overall leadership, purpose and direction for Retail Delivery and Member Experience. Responsible departments include the Advisory Centers (Branches) and Central Intelligence Advisory Center (Contact Center). This position is the internal and external champion for the Credit Union’s member experience culture and leads the continued enhancement of sales and service delivery and operational process improvements. The role is responsible for the development and execution of progressive retail strategies in support of the Credit Union’s strategic goals and objectives.

LOCATION

We are passionate about attracting great talent to our team, so this position will be a hybrid arrangement with regular expectations to be in-person at designated CU locations, specifically our advisory centers in Los Angeles and other Southern California Universities.

ABOUT UNIVERSITY CREDIT UNION

University Credit Union (UCU) is a purpose-driven financial cooperative dedicated to providing everyone in the university community a financial advantage.

UCU was founded in 1951, on-campus, by a group of UCLA employees. Over 70 years later, we continue to exclusively serve the university community and have expanded our reach beyond UCLA. We continue to align ourselves with universities and have expanded our reach to numerous universities across California, Texas, Georgia and the Western Athletic Conference.

UCU’s focus has been diversifying and building a foundation for future growth. By partnering with the university community and related health systems, we can provide products and services tailored to their unique needs. To best serve our member-owners, UCU delivers on our purpose, to give every member in the university community a financial advantage, by following our three key differentiators:

o We were founded by the University Community for the University Community

o We provide conflict-free unbiased financial advice from certified professional coaches

o We guarantee our rates on auto loans, credit cards, consumer loans, and HELOCs are ALL within the top 5% lowest nationwide of all federally insured financial institutions.

KEY DUTIES AND RESPONSIBILITIES

o Strategic Planning & Execution: Collaborate with executive leadership to develop and execute strategies for growth, retention, and operational excellence in retail delivery in support of the credit union’s strategic plan. Conduct market analysis and stay abreast of industry trends to inform decisions and anticipate member needs.

o Member Experience Execution: Lead the design, delivery, and continuous improvement of a seamless, personalized member experience across all retail touchpoints. Establish member experience standards, champion member feedback initiatives, and deploy innovative solutions to enhance satisfaction and loyalty. Foster a culture where every team member is empowered to deliver remarkable service.

o Advisory Center Leadership: Oversee advisory center locations, ensuring alignment with organizational goals, regulatory compliance, and operational efficiency. Develop policies and procedures that enhance productivity, member service, and employee engagement within each advisory center. Work with branch managers to set performance goals, monitor key performance indicators (KPIs), and ensure consistent implementation of best practices.

o Contact Center Leadership: Direct the operations of the contact center, overseeing staffing, technology solutions, and sales and service standards. Implement strategies to maximize first-contact resolution, minimize wait times, and deliver exceptional service and added value across all communication channels. Evaluate contact center metrics and continuously improve processes to meet evolving member needs. Work with contact center managers to set performance goals, monitor key performance indicators (KPIs), and ensure consistent implementation of best practices.

o Cross-Functional Collaboration: Work closely with growth, marketing, technology, lending, payments, and other departments to ensure completion of member requests as well as support campaigns, product rollouts, and technology implementations. Ensure alignment of retail initiatives with overall credit union objectives.

o Talent Development & Leadership: Recruit, train, and mentor advisory center and contact center leaders. Foster professional development and provide ongoing feedback to cultivate high-performing, committed teams. Consistently co