Vice President, Retail Services

Position Summary

The Vice President, Retail Services provides strategic leadership for Altura Credit Union’s retail deposit products, branch support operations, and division-wide process improvement initiatives. This role provides leadership and accountability for the retail deposit product portfolio as a managed strategic asset, including product roadmap development, pricing, performance analytics, competitive positioning, lifecycle management, and member adoption. The position also leads the Regional Support division through regional support leadership, mobile branch operations, business development support, and centralized onboarding, ensuring consistent service delivery, operational effectiveness, and strong leadership development across the organization.

“Enriching Lives and Empowering Dreams”

All Altura team members are expected to live our five core values:

We treat people with compassion and dignity, both individually and collectively, to deliver the Altura difference.

We seek understanding through learning, openness, and continuous growth.

We build connection, belonging, and shared purpose.

We act boldly and responsibly, guided by our purpose and commitment to doing what is right, especially when decisions are difficult or uncertain.

We are rooted in our mission and purpose with strength, determination, and resolve.

• Provides executive oversight of branch support operations, the flex staffing pool, the Altura Express Mobile Branch, and centralized onboarding for all regions, ensuring service consistency, coverage, and responsiveness to branch staffing needs.
• Direct Regional Support Managers overseeing branch support functions across assigned regions, ensuring consistent service delivery standards.
• Oversee mobile branch operations, including deployment strategy, scheduling, and community/member outreach effectiveness.

• Maintain the retail deposit product roadmap (checking, savings, money market, CDs, IRAs) as a managed strategic asset.
• Set deposit pricing strategy in coordination with Finance/ALCO, balancing member value, margin, and competitive positioning.
• Direct performance analytics for the deposit portfolio: product-level profitability, adoption/penetration, attrition, and cross-sell performance.
• Manage full product lifecycle, launch, enhancement, sunset, including business case development and Compliance/Legal review coordination.
• Monitor competitive landscape and market positioning; recommend portfolio adjustments to maintain relevance and growth.

• Lead division-wide process improvement initiatives targeting branch efficiency, service consistency, and member satisfaction.
• Own division budget and P&L accountability; report on KPIs spanning product performance, operational efficiency, and member experience.
• Drive continuous improvement initiatives that connect branch-level execution to enterprise strategic goals.

Duties, responsibilities, and activities may change, or new ones may be assigned at any time—with or without notice.

Directly supervises four positions: the Regional Support Managers for the Eastern and Western regions, the Altura Express Mobile Branch Coordinator, and the Business Development Specialist. Provides indirect leadership to the full regional support organization. Carries out supervisory responsibilities in accordance with related policies, procedures, applicable state and federal laws, and the credit union’s strategic plan.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in business or related field, or the equivalent combination of education and experience is required.
• Minimum of three (3) years’ leadership experience, including…