Sr Vice President, Member Experience

Job Description

Job DescriptionSalary:

The Sr. Vice President of Member Experience serves as a key strategic member of MIT FCUs Executive Team. This professional will be responsible for the overall vision and execution of the members journey and overall banking experience, MIT FCUs Inbound/ Outbound Contact Center, Retail Branch locations, Business Development. Responsible for providing outstanding member experience for the MIT FCU membership through the leadership, coaching and development of Branch, Contact Center, Business Development. Active member of the Senior Leadership team aligned with the business objectives and strategic initiatives as outlined through Short-and Long-Range planning.

PRIMARY DUTIES AND RESPONSIBILITIES

Strategic Business Partner:

• Achieve business objectives and strategic initiatives as outlined through Short- and Long-Range planning as determined by the CEO, Executive Team and/or the Board of Directors
• Demonstrate and support internal and external service excellence.
• Be a key driver in supporting initiatives to extend MIT FCU services to the 100,000+ MIT alumni, and MIT University students, faculty and staff. Facilitate and support growth opportunities throughout all MIT FCU growth channels including but not limited to Select Employee Groups, community, civic and business groups.
• Analyze and recommend new business opportunities (i.e. new product/service offerings, potential business/member/branch expansion, and/or technological enhancements) that align with the Credit Unions strategic plan.
• Strategize with Marketing to leverage data to evaluate member trends, account profitability, buying habits, growth opportunities, etc. and implement those strategies to grow new membership as well as strengthen existing member relationships
• Serve on the Strategic Planning Council and Product and Pricing Council.
• Clearly communicate and support organizational goals and direction, policies, procedures, rules and regulations
• Measure and report on member satisfaction and feedback through regular pulse surveys and NPS surveys in intervals dictated by the CEO or Board of Directors.

Management/Leadership:

• Maintain a growth-first mindset. Supervise a team of direct reports including branch, contact center, business development and marketing. Lead by effective strong communicating, demonstrating, and reinforcing the Credit Unions vision and mission.
• Develop and maintain products and services beyond what is currently offered. Develop metrics to align with this vision.
• Interview, hire, promote, develop, coach, counsel, conduct annual reviews, and discipline as needed, leaders within the Member Experience, Marketing and Business Development departments..
• Ensure the ongoing development and education of department Managers to increase the overall effectiveness of their departments and associated personnel.
• Facilitate thinking that encourage a leadership style that fosters and constantly re-evaluates job descriptions to provide a rich learning environment, maximizes efficiencies in workloads and responsibilities, and ensures that management staff is industry savvy.
• Foster an atmosphere that facilitates Credit Union goals and decisions through mutual respect, honesty, open communication, and consideration of others.

Retail Branch/Contact Center:

• Responsible for the oversight of telephonic and retail branch operations to ensure superior member experience. Create an environment that welcomes members and strives to exceed their expectations, while complying with credit union policies, branch operations and security requirements
• Drive initiative to develop increased standardization of product and service delivery across the member experience channels, and other departments as required. Support the quality initiative to eliminate waste through continuous improvement in department processes.
• Review and manage all consumer products ensure proper pricing and that they are meet and/or exceed members expectations and needs and support a strong financial balance sheet.
• Develop goals and implement activities/programs to meet these objectives.
• Serve as liaison and monitor/maintain the Shared Branching program.
• Maintain ongoing relationship with MIT ensuring consistent dialogue supporting the ATM and Branch network.
• Ensure comprehensive cross training of team members to improve efficiency, business continuity, and overall staff development.

Business Development and Marketing:

• Develop, endorse and maintain a member service environment that allows employees to identify opportunities for improvement that improve members financial relationships, quality of life and credit union relationship.
• Direct and ensure marketing efforts are targeting existing or next generation members to keep MIT FCU top of mind in the choice for competitive financial services and products
• Provide guidance and oversee business development and collaborates with the marketing department all activities including but not limited to: advertising initiatives including development of overall advertising marketing strategies and messaging, communication media, print, publications, budgetary guidelines, annual report and organizing balloting and election process in coordination with the Nominating Committee and Board of Directors.

Compliance:

• Enforce that the quality of new memberships, loan originations, loan closings, and the supporting documentation meet the standards set forth in the Credit Union policies and procedures.
• Prepare and manage Retail Bankings annual budget and business plan.
• Serve as liaison for all Front Office/Member Service-related audit requirements.
• Ensure that all direct reports Responsible for training and ongoing compliance of the Bank Secrecy Act program.

Minimum Requirements for this position are Bachelors degree in business accounting, finance, or related field. Minimum of ten (10) years experience working in the credit union or financial service industry. Minimum of four (4) years experience in credit union or financial services management, preferably at the senior level, with progressively increasing organizational and leadership responsibilities. Demonstrated experience with the interview, hire, promote and discipline processes.