Regional Dir, Branch Network

Description

Summary: 

In collaboration with the VP, Operations, the Director of Sales & Service is responsible for the coordination of sales and service in the branch network. Responsibilities include establishing, implementing and ensuring service quality standards by setting goals and objectives by position to support the attainment of the Credit Union’s goals and providing maximum member benefit. Also responsible for monitoring, coaching and training all designated employees to improve and enhance member relationships through product sales and cross-selling opportunities and education. The incumbent will remain current on all laws, rules, and regulations including Bank Secrecy Act (BSA) and Customer Identification Program (CIP) programs.

Essential Duties and Responsibilities:

1. Suppport the responsibilities of the VP, Operations e.g., review and develop strategic plan in relation to overall Credit Union goals and prepare and report on assigned areas of responsibility.
2. Supervise and direct assigned staff. Provide detailed results for performance reviews, recommend salary adjustments, and encourage sales and service delivery thereby maximizing the member experience through optimum performance.
3. Coordinate branch promotional support and development activities with marketing staff in order to achieve targeted growth.
4. Work with the Marketing Department and Leadership to monitor local competition to make recommendations on products, services, costs, and rates.
5. Retain full responsibility for planning, organizing, controlling and coaching the sales and service activities of branch staff.
6. In conjunction with the Learning & Development Specialist, develop sales training materials and supervise implementation. Communicate with assigned staff to ensure positive and clear understanding of the Credit Union’s goals and direction.
7. Conduct regular onsite visits to each location, observe and develop strategies to ensure outlined goals are consistently achieved.
8. Develop, execute and manage an annual budget and sales plan to increase membership, member product penetration, retention and profitability. Operate within approved budget.
9. Working directly with branch managers, oversee the supervision of all personnel within the branch network.
10. Establish, track and recommend changes to monthly sales incentive plan.
11. Review, track and design follow-up plan to address member complaints or concerns identified during follow up contact interactions.
12. Provide updates on ancillary and investment providers including sales and revenue for all CUNA products (GAP, MRC, DP and CBSI).
13. Provide updates to VP, Operations on branch and individual performance.
14. Remain current on all laws, rules, regulations, policies and procedures pertaining to loans, savings, BSA and CIP programs.
15. Perform other duties as may be assigned.

Requirements

1. Bachelor’s Degree in Business Administration or related field plus five years of direct management experience in all phases of retail financial service delivery with special emphasis in managing a sales program, cultivating a sales environment, loan interviewing and loan processing. In lieu of post-secondary education requirement, seven years of experience in branch administration will be considered.
2. Experience managing multiple branch locations including developing and leading a successful sales program.
3. Experience with coaching, setting goals, monitoring results and establishing action plans to address improvement.
4. Must possess consultative sales and business development skills as well as effective cross-selling techniques.
5. Accountability in meeting established deadlines related to reporting.
6. Must possess professional written and verbal communication skills
7. Proficiency with Microsoft Office Products and on-line computer systems.
8. Knowledge and understanding of the mission and vision of the Credit Union. Strictly adhere to the Credit Union’s policy of confidentiality, security, professional conduct and dress.
9. Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential