Senior Vice President Enterprise, Service

Responsibilities

The Senior Vice President Enterprise, Service and Experience provides executive oversight of the credit union's operational and service delivery functions to ensure a consistent and positive member experience. This role supports membership growth, participates in the development and implementation of organizational strategic plans, and maintains executive accountability while demonstrating accountability, trust, and integrity.

• Monitor trends in credit union operations and service delivery channels to implement process improvements, cost efficiencies, and service enhancements. Explore and advocate for the use of technology to remove barriers for employees and members and improve service accessibility and effectiveness.
• Support LAFCU initiatives, including performance management systems, integrity coaching models, service methodologies, and customer relationship management programs.
• Develop, support, and monitor member experience initiatives aligned with organizational strategy.
• Utilize data analytics, including member feedback and satisfaction metrics, to determine decision-making and goal setting.
• Participate in the establishment of the annual operational budget and monitor performance to budget.
• Analyze products and services to ensure offerings meet the needs of the membership, including underserved populations.
• Monitor quality of products and service delivery; deploy corrective actions or enhancements as needed. Develop and deploy strategies related to programs, products, and service offerings.
• Maintain executive-level responsibility for compliance related to programs, ensuring appropriate oversight and communication of regulatory requirements, ensuring credit union safety and soundness.
• Promote and support the organization’s Diversity, Equity, Inclusion, and Justice initiatives.
• Build community partnerships and vendor relationships to participate in community initiatives that support membership growth and organizational visibility.

• Five years to eight years of similar or related experience.
• (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).
• Work frequently involves exercising advanced conflict resolution, giving material presentations, and resolving issues impacting multiple departments or divisions. Role also requires the ability to motivate or influence others as a material part of the role, with a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the role and a high level of interpersonal skills is critical to the success of this position.