Director of Retail & Digital Delivery

Description

The Director of Retail & Digital Delivery is a strategic and operational leader responsible for driving Member growth, operational excellence, and exceptional service across our physical branch network and digital channels. This role oversees the branches and digital delivery systems, aligning strategies to create a seamless, omnichannel Member experience. The Director of Retail & Digital Delivery leads by example by developing new business and deeply cultivating community relationships, while simultaneously coaching, mentoring, and empowering branch and digital teams to hit growth and service goals.

· Directs physical and digital branch teams, including the daily workflow of the branches in compliance with Credit Union policies and procedures.

· Coaches, mentors, and evaluates team Supervisors, providing ongoing feedback, performance management, and professional development opportunities; handles disciplinary action in accordance with Credit Union policy.

· Achieve annual retail growth objectives including deposits, consumer loans, non-interest income, member households, digital adoption, and product penetration.

· Prospect, network, and develop new relationships with individuals, local businesses, and community organizations.

· Establish and monitor performance metrics, sales goals, and growth targets for physical and digital branches.

· Maintain and apply a comprehensive knowledge and understanding of all Credit Union products, services, policies, and procedures.

· Create and optimize procedures in alignment with regulatory and technology updates.

· Oversee the end-to-end Member experience across all touchpoints (in-person, phone, video, chat, and digital platforms) with a focus on consistency and efficiency.

· Manage retail and digital service vendors, monitoring performance, service delivery, contractual obligations, and value.

· Within the digital branch, oversee loan processing, including managing and ensuring timely processing of all consumer loans, as well as timely and compliant processing of deposit applications; partner with technology provider on leveraging system capabilities and deployment of system enhancements.

· Support optimization of the Member onboarding journey, driving early engagement, product adoption, and long-term member retention.

· Champion the adoption and integration of new retail banking technologies, digital tools, and self-service platforms to enhance Member convenience and operational workflow.

· Collaborate with IT and Operations to support the rollout of system upgrades, online and mobile app enhancements, and digital branch capabilities, serving as project manager when applicable.

· Coordinate team training on products and emerging technologies to ensure team members can confidently guide Members through product and digital adoption.

· Collaborate with Compliance and Risk Management to ensure effective and timely controls, balancing regulatory expectations with excellent Member service.

· Oversee branch audit readiness, risk management, cash handling procedures, and facility maintenance.

Requirements

· 7 to 10 years of related experience in a financial institution overseeing customer service and sales teams, business development, marketing, marketing research, and strategy; or any combination of education and experience, which would provide an equivalent background.

· Requires a BA or BS degree. Master’s degree preferred.