AVP, Branch Operations, Midwest II Region
Navy Federal Credit Union
full-time
Posted on:
Location Type: Remote
Location: Virginia • United States
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Job Level
About the role
- Plan, manage, and direct the day-to-day operations of branches within the region
- Lead, direct, coach, and develop branch leaders for assigned region to ensure consistent and quality service to all members
- Lead staff in resolving complex member issues, questions, and complaints to ensure member satisfaction as well as resolve complex and escalated member issues to a beneficial solution
- Lead or contribute to departmental projects that support enterprise strategic initiatives; ensure branch leaders and teams understand Navy Federal's strategic plan and how their individual efforts contribute to its success
- Conduct regional branch visits to evaluate operations, provide training and development, and provide leadership, guidance, and information to branch leadership teams
- Anticipate internal and/or external business challenges including regulatory; recommend process, product, or service enhancements; mitigate operational risk and ensure accountability of operational soundness/compliance
- Establish effective membership targeting strategies to maximize member growth and retention; improve member financial health through education and relationship building
- Develop metrics to monitor key performance indicators which identify opportunities for product/program enhancement and increased market penetration
- Market Navy Federal Brand by leveraging marketing tools as needed, to include advertising, digital, and social media to maximize public awareness
- Partner with stakeholders to recommend site selection, acquisition, planning, design, construction, and maintenance of branch offices and remote ATM networks; oversee new branch opening, renovation, and relocation processes
- Seek opportunities within market for potential acquisitions, mergers, and innovations
- Analyze the internal environment and implement solutions to ensure high levels of employee engagement
- Establish, develop, and maintain relationships with the Department of Defense (DoD) Recruiters, DoD civilian agencies, Reserve Officers' Training Corps (ROTC) contacts, base/command personnel (Commanding Unit Liaison Officer), media/marketing representatives, and local community organizations
- Support military education throughout career life cycle; recommend and develop member loyalty programs and ensure support of military community and on-base events
- Seek new opportunities to build additional external business relationships such as partnership to increase expansion and/or depth of product and service offerings
- Establish and support relationships within the community to further Navy Federal's reputation and presence
- Collaborate with leadership/executive colleagues to develop/execute corporate initiatives and/or department strategy
- Contribute to a culture of collaboration by actively working across business lines, communicating knowledge and business processes to other business units
- Proactively plan for and respond to all major catastrophic events (pandemic, extreme weather, etc.)
- Perform other duties as assigned
Requirements
- Significant progressively responsible experience in leading and managing large teams across multiple locations in a large organization
- Experience in identifying membership growth opportunities and developing, implementing, and maintaining member acquisition programs, event strategies, and creating/expanding business opportunities
- Advanced knowledge of applicable federal and state laws, rules and regulations governing consumer lending, credit cards, mortgage and equity loans, savings and checking accounts
- Expert knowledge of banking/financial industry standards and practices
- Ability to gain the confidence and cooperation of management and staff, DoD personnel, and community leaders
- Significant experience in member/customer service operations to include understanding of effective member/customer service philosophy
- Significant experience in leading and managing diverse and complex operational environments
- Advanced knowledge of marketing, project management, market research, and member relations practices, principles, and processes
- Significant experience in demonstrating thought-leadership, initiative-taking, decision-making and creativity solving business problems
- Significant experience in leading large projects/initiatives which have business risk and impact
- Significant experience in delivering presentations to virtual and in person teams
- Significant experience in client/vendor management to achieve strategic goals and implementation
- Advanced knowledge of regulations impacting the security of financial assets, the release of confidential information and records maintenance
- Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
- Expert leadership skills, marked by poise, positive influence, and the ability to drive change
- Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
- Expert skill exercising initiative and using good judgment to make sound decisions
- Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully
- Advanced skill to effectively manage a remote distributed workforce across multiple locations and time zones
- Advanced skill using innovative thinking to solve problems and facilitate the decision-making process
- Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
- Expert verbal, interpersonal and written communication skills
- Expert organizational, planning and time management skill
- Advanced database, word processing, spreadsheet, and presentation software skills (e.g., Microsoft Office, etc.)
- Master's degree in Business Administration, Finance, or related field, or the equivalent combination of education, training, and experience
Benefits
- Highly competitive pay
- Generous benefits and perks
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementmarketingmember acquisition programsbanking standardsconsumer lending regulationscredit card regulationsmortgage regulationsequity loans regulationssavings account regulationschecking account regulations
Soft Skills
leadershipcommunicationproblem-solvinginitiative-takingdecision-makinginfluencenegotiationcreativityorganizational skillstime management
Certifications
Master's degree in Business AdministrationMaster's degree in Finance