Senior Vice President of Retail Delivery (Whitehall)

Description : Position Summary

The Senior Vice President (SVP) of Retail Delivery leads and optimizesthe credit unions retail delivery channels, including retail branches, the digital channel,and the contact center. This role ensures a consistent, high-quality member experience, drives deposit and loan growth, and oversees the execution of retail strategies that align with organizational goals. This positionwill partner with senior leadership to strengthen operational efficiency, deepen member relationships, and enhance overall member satisfaction.

Requirements :

Provide strategic leadership and day-to-day management of the digital channel, branches,and contact center operations.

• Develop, implement, and monitor performance metrics for retail operations (member growth, NPS, sales, and service goals).
• Coach, mentor, and develop team members to ensure exceptional member service and operational excellence.
• Collaborate with Marketing and Lendingteams to ensure alignment of retail strategy with organizational initiatives.
• Drive growth in deposits, loans, and service penetration through effective sales and service programs.
• Ensure compliance with all regulatory, legal, and policy requirements across retail operations.
• Manage staffing levels, workforce planning, and training to ensure member-facing teams are engaged and high performing.
• Analyze member feedback and market trends to continuously improve the member experience.
• Partner with the CEO and executive leadership to contribute to organizational strategy.

Qualifications

Competencies

Leadership presence and executive communication skills.

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