VP of Retail + Digital Banking

VP of Retail + Digital Banking

Full Time Regular Houston, TX, US

Salary Range: $ To $ Annually

The primary role of this position is to be the key partner in our members' financial journey and to help further the Credit Union's commitment to strengthening our communities while expanding and deepening member relationships through both retail and digital delivery channels. To achieve this mission, the Vice President of Retail + Digital Banking champions and leads the Credit Union's sales and service culture and strives to exceed service level expectations by fostering a high‑energy environment committed to creating high‑quality, solutions‑focused member experiences across Financial Centers, Contact Center Operations, Digital Banking Services, Virtual Teller Operations, Interactive Teller Machines (ITMs), and Online Account Opening channels.

As a member of the Executive Leadership Team (ELT), the Vice President of Retail + Digital Banking provides strategic leadership and oversight for all retail and digital banking operations, leveraging technology, innovation, and operational excellence to drive membership growth, enhance the member experience, develop employees, and ensure effective, efficient, and compliant delivery of products and services in alignment with the Credit Union's strategic goals and objectives.

• 25% Champions and oversees the member experience by increasing the Credit Union's Core Products per Member (CPM), Services Per Member (SPM), cross‑sales, membership growth, and digital adoption. Oversees goal tracking and provides dashboard reports to staff and managers to track goal progress and production. Actively educates and informs members on all Credit Union products to take full advantage of cross‑selling opportunities and pursues SPM and CPM referrals through active management of referral opportunities.
• 25% Responsible for the oversight and direction of all member service functions within Financial Centers, Contact Center Operations, Virtual Teller Services, Interactive Teller Machines (ITMs), Digital Banking Services, and Online Account Opening. Maintains operational compliance with Credit Union procedures, policies, governing regulations, internal controls, and service quality standards. Responsible for service quality measured by NPS and overall member experience across all delivery channels.
• 15% Supervises, motivates, coaches, and develops managers, directors, and employees by observing and coaching the service experience, problem resolution, and member interactions. Responsible for hiring, training, performance evaluations, employee development, disciplinary actions, and creating a proactive sales and service environment that supports employee growth, accountability, and high performance.
• 10% Oversees and supports Contact Center Representatives, Virtual Teller employees, and Interactive Teller Machine (ITM) functions to ensure efficient, effective, and accurate processing of member transactions and inquiries. Responsible for evaluating workflow, productivity, staffing levels, scheduling, and operational effectiveness across member delivery channels.
• 10% Leads efforts in researching, implementing, and optimizing new products, services, digital banking technologies, and member delivery channels. Monitors and delegates projects as appropriate through Financial Center Managers and other departmental leaders to improve operational efficiency and member experience.
• 10% Leads efforts in developing departmental budgets consistent with the strategic plan and overall Credit Union budget. Ensures staff activities are conducted within budgetary guidelines, monitors performance throughout the year, and makes adjustments as necessary to achieve strategic and operational objectives.
• 5% Works with Financial Center Managers and departmental leaders on operational and facility‑related matters, prepares reports as needed for Executive Leadership and the Board of Directors, and performs other job‑related duties as assigned.