VP of Retail + Digital Banking

VP of Retail + Digital Banking
Full Time Regular Houston, TX, US

Salary Range: $105,000.00 To $130,000.00 Annually

Role
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.

Essential Functions & Responsibilities

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.

Performance Measurements

To practice, promote, and support the Vision, Mission, and Core Values of the CU to ensure they are carried out by each employee.

Responsible for practicing, promoting and coaching the sales and service culture of the Credit Union, including a member‑centric, results‑oriented commitment. Leads, mentors and coaches employees within assigned department. Motivate, train and monitor employee’s cross‑selling and member service activity.

Responsible for providing ongoing feedback and training to employees to achieve maximum individual performance, including on‑the‑job training, coaching sessions, performance discussions, outside training and routine preparation of performance appraisals. Maintain open communication with direct reports.

Clearly, effectively and regularly communicates goals and direction with Financial Center managers to ensure comprehension and support of rules, guidelines, regulations, requirements, goals, expectations, etc.

Develop, maintain and demonstrate a working knowledge of credit union loan standards, policies, procedures and applicable state and federal government rules and regulations.

Monitor, report and address trends in operations and deposit services to provide recommendations for innovation with the operations and deposit services. Troubleshoot and resolve member and internal inquiries in a timely and accurate manner.

Participates in establishment of goals during the strategic planning session, creating operational budget and monitoring performance to budget throughout the year.

Must meet minimum standard of 1.20 CPM for new memberships.

Responsible for maintaining compliance with all required regulations and policies, especially with BSA and OFAC policy and procedures. Must be well versed in Regulations such as: REG CC, BSA, OFAC, Reg B, Reg Z and MIP (CIP).

Knowledge and Skills

Experience:

Five to ten years of similar or related experience.

Education:

(1) A bachelor’s degree in Business Administration, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor’s degree (e.g. SW Credit Union Management School).

Interpersonal Skills:

Motivating or influencing others is a material part of the job. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. The role requires a significant level of trust or diplomacy.

Other Skills:

Must have in‑depth understanding of and ability to interpret regulations affecting deposit and lending programs within the Credit Union. Strong supervisory, technology, compliance, leadership, written and verbal communication skills. Must be proficient with 10‑key calculator and MS Office Suite.

Physical Requirements:

While performing the duties of the job, the employee is regularly required to stand, sit, walk, stoop, kneel, talk and hear. Vision requirements include: close vision and the ability to focus. Nature of the position requires physical mobility and the ability to lift a maximum of 20 pounds.

Volunteerism:

Full‑time employees are required to complete 16 hours of volunteerism and 8 hours for part‑time employees. All volunteer time must be approved prior to the event. In addition, volunteers must benefit or have an impact in Harris and Waller Counties.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

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