Vice President of Retail & Chief Retail Officer

** Vice President of Retail & Chief Retail Officer**
**Job Category****:** Executive

**Requisition Number****:** VICEP002622

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**Job Details**
**Description**
**Job Summary**
The Vice President Retail/Chief Retail Officer (CRO) has executive oversight of the Credit Unions retail strategy and operations, including contact center operations and wealth management, and provides inspiring leadership and communication while developing the organizations progressive-minded retail vision in alignment with UFCUs growth and community impact strategy. The CRO drives implementation of innovative, omni-channel retail digital technology and member experience improvements for the branches and Member Services, and in partnership with UFCU lending departments. The CRO plans effective retail initiatives related to the delivery of exceptional member service, performance, market expansion, increase of access, and diversification strategies.
The CRO advances the professional development of the organizations retail leadership team. The CRO leverages UFCUs strengths to innovate and improve Credit Union programs and services. The CRO partners with stakeholders, works collaboratively with the executive leadership team, and models UFCUs Vision and Mission to promote superior quality service throughout the Credit Union.
This position reports directly to the Executive Vice President of Member Experience and serves as a member of the UFCU Executive Team. This position also directly oversees the Director of Retail Delivery, Director of Retail Experience, and Manager of Wealth Management.
**About UFCU**
As Austins largest locally-owned financial institution, University Federal Credit Union is a financial institution owned by, dedicated to, and always working for our Members. Our mission at UFCU is simple: to provide for the well-being of our Members. Were proud to focus on people

not profits. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members achieve their personal and financial goals.
Consistently receiving awards as the Top Credit Union, Best Places for Working Parents, Healthiest Workplace, and Top Mortgage Company, UFCU is proud of its people-first culture. We value our employees as much as our Members. We offer an environment where people care about each other like family. If you want to love what you do, make an impact in your community, and have the power to help people change their lives

then were glad youre here.
**Essential Functions**
Strategic Development
* Actively define and oversee the delivery of a strategic roadmap for retail operations, contact center operations, and wealth management to enhance member experience and lead the evolution of these areas
* Possess keen understanding of the competitive environment and proactively identify new and effective strategies and tactics to enhance organizational performance
* Deliver results and advance strategic direction by ensuring cohesive operations and continuous process improvement
* Exhibit constant focus on shaping retail operations, contact center operations, and wealth management functions to meet and anticipate near and long-term business issues
* Position retail operations to excel in digital commerce by developing and implementing progressive strategies that permeate all critical delivery channels and operations
Team Development
* Serve as talent champion by actively mentoring and developing an exceptional leadership team focused on ensuring the highest-level of employee engagement
* Develop a leadership succession plan that includes equipped and diverse talent
* Effectively lead teams through change management in partnership with other Credit Union functional areas
* Provide clear direction and intentional support to retail operations leadership to equip them to offer an exceptional member experience through motivated, engaged team members
Culture and Leadership
* Demonstrate UFCU Leadership, Cultural, and Behavioral Standards by modeling our expectations
* Serve as a thought leader while collaborating with business colleagues to achieve organizational objectives
* Build and nurture strong relationships to influence desired outcomes and achieve organizational goals
* Build and nurture a culture of organizational maturation and growthone that values continuous improvement of business processes, thereby boosting execution, effectiveness, and ability to scale to meet member expectations
* Create a climate in which people are encouraged to reinvent their jobs by continuously applying new skills and seeking new responsibilities
* Commit to individual professional growth and development, and support the professional growth and development of all Branch colleagues
Financial
* Achieve financial performance objectives through ongoing monitoring of key metrics and report on performance levels to executive leadership
* Procure and negotiate retail space as needed to drive business expansion and place the organization in a favorable, long-term financial position
* Conduct ongoing sales and productivity analyses and forecasts and initiate appropriate action to achieve strategic and financial goals
* Develop and manage retail operations budget with continued focus on efficient use of systems and resources
Other
* Adhere to all company policies, procedures and business ethics codes
* Complete required regulatory Training as assigned.
* Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to your role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.
**Knowledge/Skills/Abilities**
* Ability to navigate the nuances of a large organization with multiple stakeholders and priorities
* Team player who operates well in a dynamic, all hands-on deck environment
* Well organized, with the ability to manage multiple tasks on tight deadlines with a great attention to detail
* Strong problem solving, priority-setting and decision-making skills
* Strong commitment to UFCU's vision and role in the community
* Positive, resourceful, and flexible
* Ability to work effectively with individuals from diverse communities and cultures
* Outstanding written, verbal, interpersonal, and active listening communications skills and relationship-building abilities
* Strong idea generator, ability to think creatively and innovatively
* Exceptional analytical, judgment, and decision-making skills
* Excellent financial management skills, and system analysis and evaluation skills
**Competencies**
* Adaptability
* Building Member Loyalty
* Building Partnerships
* Communication
* Emotional Intelligence
* Focus on Results
* Influence
* Leading the Organization (Decision Making and Systems Thinking)
* Leading Others (Building a Successful Team, Coaching & Developing Others, Leading Change, Servant Leadership)
**Experience**
**Minimum Requirements**
* Bachelor's Degree in business administration, accounting, information technology, or other relevant field
* Minimum of 10 years of demonstrated success with large, complex, multi-site retail management
* Proven track record of retail sales, productivity, and expense goal-setting, forecasting, analysis, and management that consistently delivers strategic and financial goals
* Demonstrated success in driving process improvements and change across multiple channels
* Strong knowledge of retail technology platforms and systems
* Extensive work with executive leadership teams on topics to include:
+ Enterprise strategy and operations
+ Integrated Digital Strategy
+ People and Leadership Development
+ Communications
+ Experience design
+ New business model development
+ Emerging Retail and Call Center technologies and platforms
+ Multi/omni-channel experiences
+ Real-time analytics
* Track record of coa

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