Director of Retail Banking

Korn Ferry has partnered with Scott Credit Union to find a Director of Retail.

Scott Credit Union is seeking a hands-on, people-centered, operationally disciplined Director of Retail to lead the performance, consistency, and effectiveness of its branch network. This leader will serve as the primary go-to resource for the branch system and will help shape a more consistent, empowered, and accountable retail operating model across the credit union’s footprint. The role sits at an important inflection point for the organization.

Scott Credit Union has recently moved away from a prior regional management structure, with the goal of elevating branch managers, reducing unnecessary escalation, and creating one common operating model across the network. The Director of Retail will lead approximately 19 Branch Managers across 23 branches, ensuring that branches operate with consistent expectations, strong procedural discipline, excellent member service, effective staffing, and a clear sense of ownership at the local level.

The ideal candidate will be energized by the opportunity to coach capable branch leaders, strengthen accountability, improve operational execution, and create a consistent member experience across a distributed branch network. This is a visible leadership role for someone who enjoys being out in the field, building trust with teams, and balancing member experience, employee engagement, compliance, and business performance.

• Lead the branch network with accountability for consistent member experience, operational performance, employee readiness, and day-to-day execution across all branches.
• Manage and develop Branch Managers, ensuring they have the expectations, coaching, feedback, and support needed to lead their branches effectively.
• Serve as the primary escalation point for branch-related operational and member issues, while encouraging Branch Managers to own routine decision-making whenever appropriate.
• Promote a culture of accountability, collaboration, operational consistency, and service excellence across the retail network.

• Monitor branch trends, recurring operating issues, and root causes, then implement solutions that improve consistency and performance.
• Ensure branches follow policies, procedures, and regulatory requirements consistently, partnering closely with Risk Management and other internal teams.
• Reinforce controls, procedural discipline, and operating standards in a financial-services environment where consistency and risk awareness are essential.

• Drive consistent delivery of the Scott Credit Union member experience across branches, ensuring members receive high-quality service regardless of location.
• Use branch performance indicators such as loan growth, new member growth, member survey scores, operational efficiency, error rates, and related measures to understand performance and coach improvement.
• Support a more holistic approach to branch success that includes member growth, share of wallet, service quality, staffing stability, employee development, and operational execution.
• Hire, develop, manage, coach, and evaluate Branch Managers in partnership with HR.
• Identify and develop talent for future leadership roles, including building stronger succession pathways from assistant branch manager and branch-level roles into branch management.
• Provide guidance around employee relations, performance management, conflict resolution, and corrective actions.

• Partner with Business Development and other leaders to implement growth initiatives across the branch network that support production goals,…