Opening from Member Experience - All locations

At Redwood Credit Union we are on a journey to reimagine the way we do business, and we can’t do it without you - our next great hire!

Since 1950, Redwood Credit Union has been helping people reach their financial goals and dreams with a focus on helping others. As a not-for-profit financial institution, our passion is for helping our Members meet their financial needs, whether it’s through better rates, low or no fees, or expanded services.

That people-first approach holds true for our employees, too. Our work environment is built on service and trust. It's all possible with a leadership team committed to hiring talented people and helping them develop their careers.

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Redwood Credit Union is looking for a Vice President of Branch Experience who will provide leadership, guidance, and oversight of the Branch Experience. Direct, manage, and monitor branch operations, programs, and visitor/Member experiences at every touchpoint, from digital appointment to post visit email. Responsible for the delivery of experiential data, analysis, reporting, and annual goal setting. Provide independent, objective assurance and consulting services designed to add value and improve the experience across the Branch Network as a whole, inclusive of location, footprint, and layout. Direct and evaluate usage of all Branch technology and tools. Responsible for the delivery of a quarterly Branch Network report, as well as business outcomes such as increased production and market penetration, enhanced efficiencies in operating models and workflows, strong expense management and exceptional service.

ESSENTIAL FUNCTIONS:

Branch Network Leadership and Management

· Formulate, negotiate, and achieve branch network goals related to production, sales performance, market penetration and service.

· Manage and direct the branch engagement process to drive branch network performance and success of organizational goal attainment.

· Develop and implement strategies to attain branch network goals and objectives, measure progress, provide ongoing experiential analysis and work with Organizational Leadership, Regional VPs, and Branch Leadership to implement adjustments as appropriate.

· Successfully cultivate and maintain key relationships with branch experience stakeholders (i.e., Management, Teammates, Vendors).

· Work with Regional Vice Presidents to provide recommendations to the Leadership Team(s) to improve the Branch experience, ensuring process and consistency across the Branch Network. Establish evaluation routines to proactively check for efficacy, goal attainment in sales, service, technology, and staffing. Lead and drive implementation as needed.

· Serve on and/or direct committees to ensure effective interface among departments and branches and ensure that branch experience operational and technology policies, programs, objectives, and goals are communicated and executed.

Branch Experience Program Management

· Drive planning, coordination, and conduct as needed, regular assessments of the end- to-end Branch experience (from digital appointment to post visit email), ensuring there are updates to playbook(s), Reddypedia and business operations.

· Direct Branch Network projects to ensure experience assessments are completed according to the quarterly Branch Network assessment plan.

· Direct the preparation of quarterly and biannual Branch reporting, preparing the final reports in accordance with the established guidelines.

· Report to SVP/Member Experience on Branch experience trends and issues.

· Recommend branch experience improvement and service control opportunities to remediate/mitigate service trends/issues.

· Review and identify cost effective and efficient utilization of Redwood Credit Union Branch Network resources.

· Drive the creation of routines and reporting that allows Branches to understand their successes and actionable opportunities.

Minimum Qualifications and Experience

Strong ability to plan, implement, and evaluate the achievement of goals, objectives, and work plans.
Ability to lead, motivate, and supervise direct reports.
Proficient InBusiness communication.
Ability to establish and maintain effective working relationships with a diverse group of people across organizational structures.
Ability to analyze problems and opportunities, identify and evaluate alternatives, and develop sound, effective implementation strategies.
Ability to gather, analyze, and evaluate facts to preparer relevant findings and recommend solutions.
Ability to distinguish and manage confidential material and information.
Ability to coordinate a variety of activities simultaneously and prioritize work.
Thorough knowledge of modern management techniques and practices.
Highly skilled in the operation of a personal computer with spreadsheet, word processing, and presentation software.
Ability to travel between branches as required.

Physical Requirements

Ability to stand, bend, stoop, sit, walk, twist and turn.
Ability to lift up to 25 pounds.
Ability to use a computer keyboard and calculator.
Work environment is indoors, majority of the time is spent standing or sitting at a workstation.

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Education/Experience

A combination of education and experience equivalent to a bachelor’s degree in business administration or closely related field, and a minimum of twelve years’ experience with internal or external problem/risk management and/or quality assurance in financial services, and management experience.

Compensation: base starting range $170,102 to $224,121 annually commensurate with experience.

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Redwood Credit Union offers a robust benefits package to our eligible employees including:

· Competitive medical, dental, and vision insurance, mental health offerings

· Employee performance incentive plan

· Salary Advancement– Merit increase based on performance

· 401(k) program with employer match

· Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!

RCU Discounts and Perks-

- RCU employees are eligible for a .75% discount off RCU standard collateral auto loans

- RCU employees are eligible for a 1% discount on all recreational or boat loan products

- 2% discount off Visas and LOC Loans through RCU

- 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.

- 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.

- 0% interest on garment, fitness, or home office equipment loan of up to $500

- 100% financing for employee purchased homes!

Why work for Redwood Credit Union?

· Local financial institution, providing unparalleled service since 1950

· Top 5 Healthiest Credit Union in the USA, rated by Glatt Consulting

· Voted Best Places to Work in the North Bay 18 years in a row

· World-class employee engagement scores

· Rated Superior in Service by more than 90% of Members, surveyed by SF Gate

· Recognized by Forbes as one of “America’s Best Small Employers 2023"

We are an Equal Opportunity Employer

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