Vice President - Member Service

Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Job Description

To be effective, an individual must be able to perform each job duty successfully.

Member Focus

• Proactively identifies opportunities to improve the member experience and collaboratively works to create, implement, and execute strategies to improve the member experience.
• Consistently implements Member Service Team and Credit Union member experience strategies across area of responsibility.

Leadership Development

• Hires, develops, and leads Regional Managers.
• Aligns Regional Managers, branch leaders, talent, resources, and operating routines to ensure consistent execution of strategic priorities across the branch network.
• Articulates a compelling vision, creating a strong connection between their vision and the member experience.
• Establishes performance requirements that are consistent with the organization and Member Service Strategy. Creates personal development plans for themselves and Regional Managers.
• Monitors performance of the Area, Regions, and Regional Managers, and coaches for continuous improvement and development.
• Fosters a culture of coaching as the primary means to scale and improve leader and team performance.
• Provides leadership and partners with Regional Managers to develop and retain highly competent, member service-oriented staff through selection, compensation, training, and day-to-day management practices which support the credit union's philosophy and values.
• Creates and models a culture that inspires, motivates, and reinforces accountability of development that is mirrored by Regional Managers and Branch Managers. 
• Maintains pipelines of "ready now" talent to fill future leadership roles through active development and succession plans.  
• Conducts regular branch visits with the Regional Manager, conducts frequent one on one visits with direct reports, regularly shadows peers and establishes a regular schedule of two down one on one interactions.

Strategic Leadership

• Participates in the Member Service strategic planning process. Champions strategic initiatives and assists/oversees the implementation of the project plan(s) in support of short and long-term organizational goals.
• Develops and executes branch strategies that align with MACU’s overall strategy and the Member Service strategy, translating enterprise priorities into clear regional plans, goals, and measurable outcomes.
• Identifies opportunities for continuous improvement and collaborates with others within the organization to move those projects forward.  Monitors key metrics to gauge actual performance against expected results and reports back to senior leadership
• Researches, evaluates, proposes, and implements new/enhanced technology, services, or product offerings to enhance the member experience and/or branch performance.

Organizational Partnership

• Collaborates with peers and represents the Member Service team on committees and task forces to develop or improve the organization’s technology, product or service offerings or work processes.
• Assists the Marketing and Communications team in the development and implementation of branch marketing strategies and promotions.
• Acts as liaison to various corporate teams. Represents Member Service in communicating changes to their assigned departments.
• Works in conjunction with the other Member Service VP’s to ensure consistent policies, procedures, and best practices are shared across all branch and contact center teams.

Branch Operations

• Establishes and monitors branch, regional, and individual goals and KPIs that are directly linked to strategic priorities, member experience, operational performance, sales/service outcomes, and leadership effectiveness.
• Communicates operational changes to Regional Managers to ensure consistent application throughout the branch network.
• Works with each Regional Manager to establish annual branch staffing, expense budgets and business plans and monitors and evaluates their performance in each area.
• Responsible for consistency in following credit union policies and procedures in the full-service branch environment.
• Responsible for ensuring that operational, sales and service training is provided to all branch staff.
• Assists in planning, developing and construction of new full-service branch facilities and in remodeling of existing facilities.
• Ensures the credit union's professional image and atmosphere is conducive to a sales and quality service culture.
• Ensures that branch security and operations meet credit union and regulatory standards.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Education and Experience

• 10+ years’ experience in financial industry required, which includes 7+ years of progressive leadership experience.
• Bachelor’s degree in Leadership, Business Administration, Finance, Sales/Marketing or similar or equivalent experience required.
• MBA preferred.
• Master's degree preferred

Licenses, Certifications, Registrations

• N/A

Knowledge & Skills

• Unique expert knowledge and experience in leading complex change initiatives, developing and managing strategic plans, innovating and optimizing with the financial services industry with ability to transfer knowledge to practical solutions in support of strategic initiatives
• Perceived by external peers as a thought leader in branch administration and translates expertise to develop creative strategies to organizational challenges
• Public speaking skills
• Leadership and talent management skills
• Strategic thinking
• Business development
• Budget and/or revenue acumen
• Problem solving skills
• Verbal/written communication skills

Leadership and Organization Development

• Adapts or creates systems to deliver objectives
• Adapts leadership style to the situation
• Uses networks across formal and informal organizations to get things done
• Develops multifunctional leadership across BU
• Coaches other coaches for skill mastery
• Is responsible for orchestration of talent development & movement across the business unit or function
• Leads Work effectively & regularly across functions
• Accountable for team effectiveness across business unit or function

Scope and Strategic Impact

• Responsible for leading a significant sub-function or business process in a function
• May contribute to revenue target attainment
• Directs highly visible initiatives and/or projects with the high level of risk and complexity
• Focuses on the achievement of departmental goals and has a significant contribution to achieving functional goals
• Operates with autonomy on assigned operational matters; is accountable to BU SVP and Sr. Leadership
• Is accountable for delivery of budget
• Participates in development of BU strategic plans
• Recommends solutions to strategic issues of importance to the company
• Envisions and plans projects that are strategic in nature, affecting the entire company or several functional areas
• Accountable for executing and empowering the strategy set by the senior leadership and integrating procedures within function and across the organization
• Strategic planning horizon generally 2-3+ years

Analytical Thinking & Problem Solving

• Uses vast intuition and experience to complement data
• Evaluates key business and organizational challenges within the function with some assessment of cross-functional impact
• Directs the resolution of complex or unusual business problems
• Problems are ambiguous and complex
• Solutions need to be devised based on some information requiring judgement to apply new solutions and concepts
• Implementation of solutions requires a medium to long term view

Other Skills and Abilities

Demonstrated ability to think strategically, lead change, and innovate and optimize across a large, complex Member Service organization. This includes anticipating future trends, translating vision into actionable strategies, aligning goals and resources to long-term priorities, leading structured change efforts, sustaining adoption, challenging the status quo, applying best practices, and developing scalable solutions that improve member experience, operational performance, and leadership effectiveness.

• Ability for highly complex conceptual thinking and considerable working knowledge of other major areas of the credit union. 
• Ability to articulate a compelling vision and can communicate effectively in highly critical one-on-one and group situations.
• Thorough knowledge of coaching and team member development techniques and practices.
• Thorough knowledge of credit union policies and procedures.
• Ability to provide effective leadership and guidance to “leaders of leaders”.
• Ability to analyze and interpret complex data and develop short- and long-term strategies/business plans accordingly.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Color vision (ability to identify and distinguish colors)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds frequently and up to 25 pounds occasionally

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

 Moderate noise (business office with computers and printers, light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.