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Vice President Retail Sales and Service

Company: Purdue Federal Credit Union
Location: West Lafayette
Posted on: August 6, 2022

Job Description:

The VP of Retail Sales and Services is responsible for directing the member experience and delivery of services to members through the leadership of the Retail Division, including Contact Center, Virtual Branch and Video Tellers; achieve organizational sales goals; drive the development and implementation of products and services that complement the organizational strategies; lead and develop retail teams; ensure the Retail division is in compliance with all policies and regulations.
As a leader at Purdue Federal, you will be expected to manage and lead your team by exemplifying and living the 5 leadership practices; Model the Way, Inspire a Shared Vision, Challenge the Process, Enable Others to Act, and Encourage the Heart. It is critical for the success of the organization that clear expectations are communicated and monitored. It is the responsibility of all employees to create a culture of professionalism, extraordinary service and fun while living our values of honesty, integrity, pride, ownership and mutual respect.
*Employees are expected to adhere to all rules and regulations applicable to this position, including but not limited to all policies and procedures pertaining to the Bank Secrecy Act and SAFE Act registration procedures.
Duties and Responsibilities (Essential Functions):

  • Strategic Sales and Service Leadership

    • Develop and communicate Retail Vision
    • Lead Retail team in dominating service excellence by partnering with HR and Talent Development to ensure the Retail team is proficient in all systems, soft skills, products and services.
    • Lead Contact Center management to enhance technology and member contact models to positively impact service level metrics
    • Develop and drive strategies and tactics to deepen member relationships and retain existing members.
    • Drive organizational structure to support goals.

    • Sales and Management

      • Develop sales goals aligned with the Finance team and Budget
      • Communicate individual, team, and credit union goals and expectations to each Retail team, and ensure all understand their roles in achieving said goals.
      • Provide continuous leadership to Retail Management by facilitating effective sales meetings
      • Hold team accountable for achievement of sales and operational goals
      • Collaborate with Lending, Marketing, Commercial and other product leaders to develop effective sales strategies and campaigns
      • Provide support for escalated member concerns through resolution to member's satisfaction, within Purdue Federal policies, procedures, and guidelines.
      • Partner with Marketing and Business Development for community involvement to increase Purdue Federal awareness, including a focus on NW Indiana.

      • Executive Leadership

        • Contribute and participate in short and long term planning for credit union. Provide input on strategic direction and vision.
        • Collaborate with Key Strategy teams to provide direction for Corporate Goals.

        • Retail Operations

          • Monitor branch trends, effectiveness of staffing models and recommend enhancements.
          • Drive operational efficiencies through technology applications and process improvements by partnering with other departments.
          • Coordinate and recommend improvements and maintenance of all locations with Facilities Management
          • Co-own relationship of core processing vendor with IT
          • Collaborate with Compliance to ensure the Retail team is adhering to all policies, procedures and regulations to protect the assets of our members and the credit union.
          • Partner with Audit and Compliance to complete audits within the Retail division, create resolutions to findings and lead implementation of the changes.

          • Individual and Team Development

            • Continuous focus on the 5 Leadership Practices
            • Staff training and development
            • Build division morale and team effectiveness through collaboration with HR and Training by hiring, supervising, training, and professionally developing staff.

              Knowledge, Skill, and Ability Requirements:

              • Education and Credentials

                • Bachelor's Degree in Business, Sales, Finance, Management or related field

                • Experience

                  • Minimum 8 years of retail banking experience in progressively responsible roles
                  • Minimum 8 years Customer Service
                  • Sales management experience
                  • Supervisory experience
                  • Experience leading multiple teams and/or managers
                  • Experience collaborating across teams/departments

                  • Knowledge/Skills/Abilities

                    • Strategic thinking skills and ability to problem solve quickly
                    • In-depth knowledge of leading retail operations, which includes knowledge of lending practices
                    • Strong computer literacy skills
                    • Capable of managing and prioritizing a multitude of tasks
                    • Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors and company contacts
                    • Ability to follow the core values of honesty, integrity, mutual respect, pride and ownership

                      Purdue Federal Credit Union is an Equal Opportunity Employer M/F/Disability/Veteran

Keywords: Purdue Federal Credit Union, Fishers , Vice President Retail Sales and Service, Accounting, Auditing , West Lafayette, Indiana

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