Description

At Nusenda Credit Union, our commitment to excellent member service, care for our community, being an employer of choice, and offering flexible products and services have always been our priorities. With 210,000+ members, 600 employees, and 21 branches, we are the largest not-for-profit financial cooperative in NM.

We have been voted one of the Top Workplaces and Healthiest Places to Work for multiple years! Being part of our credit union means being part of our community through The Power of WE.

If integrity, dedication, and a commitment to serving others is part of your DNA, we encourage you to review our list of open positions and apply today. We look forward to growing our Nusenda family!

We are currently seeking an Assistant Vice President (AVP) of Branch Experience to join the Credit Union. The AVP is  responsible for the oversight and administration of member experience and service delivered through multiple retail branches. Aligned to being a trusted financial advisor, ensure the delivery of products and services is conducted in a consultative, needs-based manner to ensure member satisfaction, employee satisfaction, productivity, profitability, and growth. Ensure each branch maintains compliance with all regulations and policies. Collaborate with Branch Operations in the general management of operational processes, making recommendations for efficiency and innovative enhancements. Promotes a retail network that communicates and interacts well with internal support and initiatives. Within designated branches, responsible for management and staff development, transparent communication, coaching, and employee engagement efforts align to support branch/department/organizational goals

What you’ll do:

• Oversight of multiple branch locations focusing on leadership, development, and consistency through ongoing communications including branch visits, leading or attending branch sales meetings, conducting one on ones and observing staff and member interaction designed to support individual and team success, achievement of goals and service excellence, and career progression. Branch visits will be conducted with regularity to ensure each branch is visited at least once per month.
• Collaborates with Member Resolution Specialist on the operational components of member experience feedback sources and delivery channels. Monitors service recovery efforts, analyzes and reports survey results, makes recommendations for changes, and monitors industry trends, best practices, and benchmarks.
• Leads subordinate staff with respect to recruiting, development, and evaluation of employee performance in accordance to performance management standards. Provide leadership and partnership to the organization, leading in accordance to organizational values.
• Compiles, analyzes, and presents Branch Experience and Operations reports. Works with VP of Branch Experience on identification of strengths and opportunities within the branch network. Provides recommendations for changes and improvements based on the analysis. Responsible for promoting a retail network that communicates and interacts well with internal support areas and initiatives.
• Participates in organizational or departmental initiatives/projects as a representative of the department, serving as a consultant or subject matter expert in both departmental and organizational projects following the project management framework.

What you’ll need:

• Five years to eight years of similar or related experience in retail banking.
• Bachelor’s Degree in business or related field, with additional coursework in leadership and banking preferred

Key Experience and Abilities Include:

• Must have in-depth understanding of branch operations including consumer lending, sales and service initiatives and problem resolution.
• Must be able to handle multiple responsibilities, meet deadlines, deal with sensitive information and handle problem resolution.
• Exceptional verbal, written, and presentation skills with the ability to work with multiple levels of the organization.
• Development, performance management, training, and employee counseling skills essential.
• Excellent organizational and attention to detail skills.
• Must possess strong analytical and problem-solving skills, with the ability to derive innovative strategies and implement them in a timely, effective manner.
• Ability to adapt quickly to change and proactively communicate.

Culture Fit Requirements:

• Leadership: You are a teacher, a coach and tough when you need to be.  You are transparent and always have an open door.  You inspire others to do their very best and continue to propel them throughout their career.
• Collaboration:  You can work with the whole leadership team through influence and relationship building.  You can jump into a situation with eagerness yet listen diligently and respectfully.
• No Job Too Small: The role is critical, but there is no job too small.  While you will generate ideas and dream big, you will also write documents, schedule your own meetings, calculate, analyze or validate information/data, and understand how processes work from start to finish.  Great detail and polish is a staple of our organization’s culture.
• The Facts and The Story:  You can tell a story, motivate others, and make a fierce presentation but you are also fact based and can organize the data and your ideas into a solid business plan.
• Passion:  You want to work in a place where what WE do matters.  You love our community and want to make a difference in the lives of those who live and work here.  You seek to exceed expectations and you take full ownership of everything with your name on it.  It’s not just a job, it’s a passion!

Travel Required

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)