Chief Retail Delivery Officer

The Chief Retail Delivery Officer is a key member of the executive leadership team, responsible for the strategic direction, performance, and growth of all retail banking operations across the credit union. This role ensures exceptional member experience, drives branch performance, and leads the development and execution of innovative retail strategies that align with the credit unions mission and long-term goals.

Develop and execute a comprehensive retail strategy to grow membership, deposits, and loan portfolios.

Collaborate with executive leadership to align retail operations with overall organizational objectives.

Monitor retail trends and members needs to identify growth opportunities and service enhancements.

Oversee all retail delivery channels including branches, contact centers, and digital banking platforms.

Ensure operational excellence, compliance, and risk management across all retail functions.

Implement performance metrics and accountability standards to drive results.

Lead, mentor, and develop a high-performing retail leadership team.

Foster a culture of service excellence, innovation, and continuous improvement.

Champion employee engagement and professional development initiatives.

Leverage data and feedback to enhance service delivery and satisfaction.

Partner with IT and digital teams to enhance digital banking capabilities.

Drive adoption of new technologies to improve efficiency and member access.

Stay abreast of fintech trends and integrate relevant innovations.

Required Skills/Abilities:

Exceptional leadership, communication, and strategic thinking skills.

Strong knowledge of financial products, regulatory requirements, and digital banking trends.

Proven track record of driving growth, improving service delivery, and leading large teams.

Education and Experience:

Eight to ten years of experience in call centers and retail branches required.

Experience in a financial institution or cooperative environment required.

Bachelors degree in business administration, Finance, or related field preferred.

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