Department: Retail Experience and Operations
Exempt, Range EX19: $200,850 annual to $334,749 annual
Report To: Chief Retail and Digital Officer
SUMMARY:
With the goal of enhancing lives, fulfilling dreams, and building communities, the Senior Vice President (SVP) of Retail Banking is responsible for leading branch operations, sales performance, retail expansion, and omnichannel integration across Numerica’s branch network.
This executive leader ensures high-performing branch teams, exceptional member service, and operational efficiency, while fostering a culture of growth, innovation, and community engagement. The SVP drives strategies that position branches as advisory centers, ensuring alignment with digital-first, member-centric service models while expanding Numerica’s presence in key markets. This role encompasses a visionary leader with a proven track record of driving omni-channel strategies and modernizing retail experiences. They will possess the ability to inspire and influence, fostering a culture of innovation and delivering impactful results through the strategic implementation of cutting-edge products, services, and technology.
As a key member of Numerica’s leadership team, this role champions the CARES principles, ensuring that connect, ask, resolve, elevate, and strengthen are embedded into retail operations, leadership development, and member experience strategies.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Strategic Leadership and Retail Expansion
- Develop and execute retail banking strategies that align with Numerica’s mission, vision, and financial growth goals.
- Lead branch and ATM network expansion efforts, identifying new market opportunities and strategic locations to foster sustainable growth.
- Oversee branch operations, sales strategy, and service model evolution, ensuring high performance and member engagement.
- Serve as an advisor and strategic leader within Numerica’s senior leadership team, challenging conventional thinking to drive innovation.
- Monitor industry trends and emerging financial service models, ensuring Numerica remains at the forefront of retail banking innovation.
Retail Banking Leadership
- Provide executive oversight for branch operations, ensuring operational soundness, member engagement, and performance excellence.
- Define and implement growth strategies for existing and new branches, ensuring staffing, infrastructure, and operations scale effectively.
- Foster a member-first culture, ensuring branches serve as advisory centers, balancing service excellence and sales effectiveness.
- Implement performance management systems, ensuring branch teams meet and exceed key performance indicators for service, sales, and efficiency.
- Develop and oversee branch leadership training programs, ensuring teams are equipped to deliver financial guidance, service excellence, and innovative solutions.
- Strengthen Numerica’s brand presence and community impact, ensuring branches actively contribute to local engagement efforts.
Omnichannel Integration and Member Experience
- Ensure seamless integration between in-branch, digital, and remote service channels, aligning with member preferences.
- Partner with the technology team to optimize platforms used by retail, ensuring that digital tools enhance the in-branch member experience.
- Collaborate with digital and contact center leadership to create a unified member experience across all touchpoints.
- Leverage data analytics to improve member engagement strategies, inform branch expansion decisions, and optimize retail operations.
Cross-Functional Collaboration
- Work closely with marketing, technology, and digital teams to align retail strategies with enterprise-wide growth and member engagement priorities.
- Collaborate with risk and compliance teams to ensure regulatory adherence and operational excellence.
- Represent retail banking in enterprise-wide strategic initiatives, ensuring alignment with lending, digital, and operational transformation efforts.
- Advocate for member-centric strategies across all departments, ensuring retail banking remains fully aligned with Numerica’s strategic priorities.
Leadership Development & Team Oversight
- Inspire, mentor, and develop a high-performing team of VPs and AVPs across contact center, digital strategy, and consumer lending.
- Champion structured leadership development programs, ensuring retail leaders have clear pathways for growth, empowerment, and career progression.
- Oversee talent management strategies, ensuring high-performing teams and succession planning across Numerica’s retail network.
- Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
- Effectively incorporates concepts of CARES Principles in daily behaviors and interactions:
Connect – Create a welcoming, energized, and warm environment
Ask – Discover and confirm others’ needs to ensure they feel understood and known
Resolve – Take personal and full responsibility for meeting others’ needs
Elevate – Commit to long-term personal and organizational growth and improvement
Strengthen – Invest in our Numerica community and beyond.
SUPERVISORY RESPONSIBILITIES:
Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.
Responsible for overall direction, monitoring and evaluation of the retail branches and operations through overall performance management while providing timely feedback, documentation and performance evaluations for each business unit manager. Plans, organizes and directs the work of VP’s and AVP’s in reporting line. Responsible for interviewing, hiring and training; planning, assigning and directing work; appraising performance; rewarding and coaching employee performance; resolving complaints and problems. Carries out supervisory responsibilities in accordance with the organization’s policies and compliance with applicable laws.
PERFORMANCE STANDARDS:
Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.
EDUCATION and/or EXPERIENCE:
- Bachelor’s degree in business administration, finance, retail strategy, or a related field. A master’s degree is preferred.
- 15+ years of leadership experience in retail banking, branch operations, or member experience leadership.
- Experience leading branch expansion, retail growth, and member experience initiatives.
- Strong expertise in branch network management, service transformation, and sales strategy.
- Understanding of agile methodologies and continuous improvement principles, with experience leading process optimization and operational innovation.
- Proven ability to develop and execute high-impact sales and service strategies.
- Deep knowledge of financial regulations, risk management, and compliance requirements.
- Strong financial acumen, including experience in budgeting, revenue optimization, and cost reduction.
- Exceptional strategic thinking, decision-making, and leadership skills, with the ability to influence at all levels.
CERTIFICATES, LICENSES, REGISTRATIONS:
None required.
SKILLS and ABILITIES:
Effective communication skills and the ability to interact effectively with all levels of management and operations. Ability to read, analyze, and interpret business publications, financial reports, and government regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of employees and managers, the Board of Directors, and the general public. Excellent verbal, written and presentation skills are essential.
Able to present ideas clearly using respectful language, tone and body language. The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation internally and externally is an important part of the job and a high level of interpersonal skills are critical to the success of this position. Work frequently involves contacts requiring considerable discussion of problems, material presentations, and resolving issues impacting departments or divisions. Dependable and flexible with a high level of organizational and time management skills is a must. Knowledge of Microsoft Office Suite is required. Ability to lift up to 25lbs.
Leadership Competencies:
- Advisor/Challenger: Provide strategic advice and respectfully challenge decisions to ensure alignment with organizational goals and member needs.
- Creative & Decisive: Develop intuitive and innovative solutions while effectively evaluating risks and making sound decisions.
- Visionary Leader: Influence the organization and the financial services industry toward achieving long-term goals.
- Risk Taker: Demonstrate bold thinking, entrepreneurial spirit, and a solutions-oriented mindset to overcome constraints.
- Continuous Improvement: Seek opportunities to grow, optimize processes, and elevate the member experience at every touchpoint.
Disclaimer: The job description does not imply an employment contract, nor is it intended to include every duty, task or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Management’s request.
Numerica Credit Union Benefits and Perks -
Numerica Credit Union is an Equal Opportunity/Affirmative Action Employer
Numerica Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for purposes of participating in the application/hiring process with Numerica Credit Union. If you are unable or limited in your ability to use or access Numerica Credit Union’s career page at www.numericacu.com as a result of your disability, you can request reasonable accommodations by calling (509) 385-1660.