Description
Department: Administration
Reports To: Executive Vice President Strategy and Service
FLSA: Executive
Date last updated: 01/28/2026
Summary Responsible for leading the strategy, alignment, and execution of Branch Services, Lending and Recovery Services. In alignment with strategic business goals, and our mission, vision and values, and work alongside the Senior Leadership Team to ensure an extraordinary member experience.
Essential Duties and Responsibilities include the following: Other duties may be assigned.
Direct and supervise the management of the member experience to ensure a profitable outcome. Drive and support a member-focused culture.
Responsible for the overall direction/strategies of all lending, branch services (including service center), and recovery functions.
Lead, develop and implement strategies to maximize the economic engine that supports a world class place to work and provides exceptional member service.
Be engaged in outside business activities including chamber events to promote the credit union.
Work to promote operational efficiencies by collecting and analyzing relevant data, employing workforce planning, and streamlining workflows to remove barriers to extraordinary internal and external service levels.
Research and evaluate emerging trends and advancements in the financial services industry and identify opportunities for technological advancements to better serve our members within assigned areas of responsibility.
Monitor and analyze key performance indicators (KPIs) related to branches, lending, service center operations, and recovery services and their impact on overall credit union performance. Implement corrective measures as necessary to achieve financial targets.
Develop and monitor budgets and spending, employing thorough and responsible due diligence efforts and fiscally responsible decision-making.
As assigned, develop review and monitor policies and procedures in accordance with the credit union goals, strategies, objectives and risk tolerances. Work with other departments to maintain consistency in credit union policies and procedures.
Ensure compliance with regulatory requirements and industry standards as it relates to internal policies and procedures across all operational areas.
Identify and manage key performance metrics to measure the member experience, portfolio management, concentration limits and brand awareness. Develop and understand the right KPI analysis to drive desired results, behaviors and outcomes.
Establish and ensure the implementation of target goals for the recovery department. Communicated credit union goals and provide direction with all department employees to ensure clear understanding of organizational direction and expectations. Coach and mentor to encourage accomplishment of goals.
Oversee and monitor the collections functions to achieve organizational strategic goals. Direct the work of managers including the recovery department.
Research and evaluate feasibility of new lending products, services and partnerships to provide value to members and organization lending goals.
Keep abreast of changes in the industry, particularly in lending. Develop and implement plans for changes to or expansion of lending programs with a proactive approach to maintain competitiveness.
Develop, maintain and analyze operational and performance related reports. Submit updates relating to activity and trends. Make recommendations accordingly.
Ensure the optimization of MRM, core technologies and organizational data to ensure successful campaigns.
Actively gains information of changes in competition and changing trends related to member loan and deposit needs. Recommend changes to maintain competitiveness.
Supervisory Responsibilities Manages subordinate supervisors in the Branch Services, Lending and Recovery Services. Is responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
Business Ethics - Treats people with respect, keeps commitments, Inspires the trust of others, Works with integrity and ethically, Upholds organizational values. Exemplifies confidentiality and professionalism.
Change Management - Develops workable implementation plans, communicates change effectively, builds commitment and overcomes resistance, Prepares, and supports those affected by change, Monitors transition, Evaluates results.
Community Relations - Participates within the community, takes leadership role in external activities, presents favorable image of organization, uses community involvement to increase business.
Strategic Thinking - Develops strategies to achieve organizational goals, understands organization's strengths & weaknesses, analyzes market and competition, identifies external threats and opportunities, adapts strategy to changing conditions.
Team Leadership - Fosters team cooperation by defining team roles and responsibilities, supports group problem solving, sets clear quality requirements, measures key outcomes, acknowledges team accomplishments, displays passion and optimism to mobilize others to fulfill the vision, improves processes, products, and services.
Strategic Planning - Develops strategic plans, sets objectives based on goals, mission, and values, gathers input and knowledge of others, adjusts plans as needed, Balances long-term and short-term needs.
Project Management - Develops project plans, Coordinates projects, communicates changes and progress, completes projects on time and budget, Manages project team activities.
Performance Coaching - Defines responsibilities and expectations, sets goals and objectives with input from subordinates, provides regular performance feedback, motivates for increased member service and results, recognizes contributions, encourages growth, and provides training and development.
Analytical Skills - Synthesizes complex or diverse information, Collects and researches data, uses intuition and experience to complement data, identifies data relationships and dependencies, Designs workflows and procedures, identifies industry success criteria, Monitors the competition, Tracks position, profitability, and market share.
Presentation Skills - Group presentation and meeting skills tailored to audience needs, engages and focuses attention, presents information logically and persuasively, handles tough questions and situations, inspires audience to action.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience Master’s degree or equivalent and at least eight to ten years related experience and/or training; or equivalent combination of education and experience.
Language Skills Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, members, and the general public.
Mathematical Skills Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer Skills To perform this job successfully, an individual should have excellent knowledge of MS Excel, MS Word, and Adobe software.
Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus. The noise level in the work environment is usually quiet.
