Svp, Chief Retail Officer

We are currently recruiting for a Chief Retail Officer to oversee and be responsible for Retail Operations, including all retail locations, Community Relations, MHV Investment & Retirement Center, and Financial Education. This also includes Contact Center Operations, Business Banking, including the Business Banking function and Support Services. The individual chosen will be responsible for inspiring and engaging staff with exceptional leadership skills that support MHV's culture, mission, guiding principles, and core values.

Responsibilities include, but are not limited to:

• As a key member of the Executive Management Team, actively collaborating with the Board of Directors in creating a shared vision, providing strategy and leadership to ensure long-term sustainable growth and profitability. Developing, monitoring, and executing the organization's strategic business plan, annual operating budget, and corporate scorecard, ensuring alignment with the overall vision and objectives. Partnering with the senior management team to develop, evaluate and recommend policies, products, services, and processes that maintain the credit union's competitive edge and financial viability. Upholding consistent policy adherence, compliance with regulations and overseeing the effective execution of established procedures. Maintaining up-to-date knowledge of industry trends, market developments, and applicable regulations, ensuring informed decision-making and strategic planning. Effectively developing, articulating and presenting information to the Board of Directors at planning sessions and board meetings.
• Leading the credit union’s retail delivery operation, ensuring exceptional member satisfaction and service standards across all branch channels. Developing, executing, and monitoring member service and sales strategies in collaboration with the VP of Retail Banking and Community Impact and establishing a comprehensive set of sales capabilities within the retail network that delivers sustainable market growth and profitability. Maintaining a sales plan that drives the strategic objectives and meets or exceeds budgetary forecasts of the organization. Ensuring the tactful, timely resolution of members' questions, complaints, and concerns, fostering a positive and responsive member experience. Maintaining in-depth knowledge of branch operations, including state and federal laws and regulations pertaining to credit union compliance, including bank secrecy and anti-money laundering laws, and enforcement of such.
• Leading the Business Banking and Support Services functions within the credit union. Collaborating with the VP Business Banking & Cash Management to assessing, planning, and managing the efficient utilization of cash management products and financial services to best serve the Credit Union's commercial members. Focusing on developing the best-in-class online/mobile business banking, digital, and payment capabilities while driving growth and adoption. Providing indirect oversight for the Support Services function, maintaining operational support of Deposit Products, specifically via channels such as Online/Mobile, RDC, ACH, In-clearing/Transit, ATM/PTM/ITM, Wire Transfers, Death Claims, and Legal Notices.
• Successful operation of the Credit Union's Contact Center. In conjunction with the Contact Center Manager, assuring maximum service levels are met, member satisfaction is high, and issues are addressed timely, with optimal efficiency.
• Overseeing the credit unions Investment Retirement Center operations. As the liaison with TruStage Wealth Management and the credit union, ensuring the partnership provides consistent high-quality financial services to its members. This includes working with TruStage representatives to develop and implement marketing and education programs, providing feedback on TruStage products and services, resolving any member complaints. managing the IRC’s administrative staff and ensuring that the IRC meets the credit union's financial goals. Partnering with TruStage to identify and implement strategies to expand the book of business and enhance member engagement, aligning with the credit union's strategic objectives.
• Effectively managing all direct reports, to foster optimal performance in alignment with policies and applicable laws. Providing leadership through clear communication, goal setting, and delegation, encompassing employee relations, problem-solving, and performance coaching. Mitigating credit union vulnerability by ensuring comprehensive cross-training within areas of responsibility. Formulating recommendations regarding hiring, termination, employee appraisals, promotions, salary adjustments, awards, and employee development programs, adhering to established personnel and salary administration policies and procedures. Championing the Credit Union's mission and brand statements by seamlessly integrating them into all endeavors and responsibilities. Forging and nurturing strong professional relationships with community leaders, organizations, and trade groups, fostering a positive brand reputation. Exemplifying teamwork and professionalism in interactions with both internal and external stakeholders, actively supporting the Credit Union's initiatives.

Performance Measurements include:

• Developing branch financial and service delivery performance goals and objectives and monitors results. Overseeing branch administration and operations and establishing policies and procedures that drive efficient operations and regulatory compliance.
• Providing leadership and oversight to Call Center management and operations. Promoting a climate providing motivation, participation and opportunities for employee initiative. Taking prompt corrective action when necessary; effectively controlling employee absenteeism, tardiness and turnover.
• Providing leadership to retail sales and operations team members by creating, designing and implementing metrics and accountability measures.
• Ensuring functional areas are meeting all objectives pertaining to quality, compliance, regulations, productivity, member service, budget, and project management.
• Effectively integrating marketing into all aspects of the Credit Union's operations. Providing oversight of the retail delivery and marketing and sales areas, including budgeting, development and implementation of goals, objectives, and strategic action plans, in addition to the execution and tracking of those plans, maintaining overall responsibility for results and accountabilities, maintaining and coordinating strategic marketing plan to assure organization-wide awareness and commitment to the planning cycle.
• Utilizing market analysis and member surveys to provide input and direction on product development, pricing, and relationship management, developing wants/needs based member-segmentation models and strategies, developing complete marketing plans for target segments and new offerings, including statement of market opportunity, identification of objectives, description of actions to be taken, and forecast of results to be achieved.
• Discerning trends in the competitive landscape, deriving actionable insights from these and communicating effectively with those who can take advantage, overseeing the delivery of marketing campaigns that demonstrably support sales in earning new business, providing operational mechanisms (metrics, surveys, etc.) to assess the effectiveness and quality of the marketing spend, conducting post-campaign reviews to develop lessons-learned and improve organizational capabilities.
• Controlling the credit union's press relations and assisting the President/CEO, Board of Directors and other managers on public and press related matters.
• Partnering with the financial management team by providing analysis in areas such as product pricing and services that will create value for MHV membership.
• Staying abreast of current trends affecting the financial services industry, having an overall knowledge of the credit union, its policies and procedures and continually expanding knowledge and developing skills.

Knowledge and Skills:

• Ten to fifteen years of similar or related experience, general knowledge and appreciation of all aspects of the organization required.
• A bachelor's degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).
• Work involves motivating and influencing other leaders and stakeholders to accomplish key organizational objectives. External contacts are vital, not only for the success of the position, but the success of the organization overall. Work involves making material presentations to the Board of Directors, community leaders, and business leaders.
• Ideal candidates will have advanced analytical skills, the ability to work independently and produce highly accurate results while working on multiple projects within strict timelines and have advanced verbal, written and presentation skills, as well as advanced computer skills (i.e. Microsoft Office). This also includes above average interpersonal skills and communication skills, being able to demonstrate extensive knowledge of banking concepts with a comprehensive understanding of retail delivery and branch operations, and exhibiting the ability to think and plan strategically, including the ability to build cohesive, sustainable, high-performance teams.
• Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing descending stairs in an emergency situation. Normal range of vision and hearing abilities required. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
• Work is generally performed within an office environment, primarily in a climate-controlled environment with minimal safety/health hazard potential. Sedentary, sitting, standing, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use and standard office equipment available.

Benefits include:

• Medical, Dental and Vision - with no waiting period for coverage!
• 401(k) with employer match and non-elective employer contribution
• Paid Vacation, Sick time and Holidays
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Employee Assistance Program
• Tuition Assistance Program
• Professional Development Programs
• Discounted Loan Rates and Fees

Equal Employment Opportunity Commitment

Mid-Hudson Valley Federal Credit Union (MHV) is an Equal Opportunity Employer. It is our policy to recruit and select applicants for employment without regard to age, sex, sexual orientation, religion, race, creed, color, national origin, military or veteran status, marital status, disability, genetic information, predisposition or carrier status, domestic violence victim status, or any other status protected by applicable law. Reasonable accommodation is provided in compliance with state and federal law. Please tell us if you require a reasonable accommodation to complete the screening and hiring process or if some sort of change or adjustment to the application/interviewing process is required.