AVP of Member Relations
hace 2 días
Watertown
Job Description Position Objective: While exhibiting Northern’s Humble, Hungry, and People Smart virtues, the AVP of Member Relations provides leadership and operational oversight for Northern’s Relationship Center network. This position develops and holds Relationship Center leaders accountable for delivering an exceptional member experience, achieving established growth and performance objectives, maintaining effective staffing and operations, and consistently executing Northern’s policies, service standards, and regulatory requirements. In partnership with the VP of Member Relations and other organizational leaders, the AVP translates strategic priorities into coordinated action, monitors results, and strengthens the leadership capabilities necessary to advance Northern’s people-first culture, financial performance, and long-term strategic direction. Essential Job Functions: • 1. Models Northern’s Ownership philosophy and strengthens its people-first culture by:, • a. Exhibiting high energy, a positive attitude, creativity and passion for member service., • b. Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally., • c. Implementing approved enhancements and initiatives that further promote Northern’s culture and the Standard of Excellence for Member Service., • d. Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings and publishing regular announcements., • e. Taking every opportunity to build or enhance member relationships and contributing to their financial well-being., • 2. Leads and develops the Relationship Center leadership team while driving consistent performance, accountability, and execution across the network by:, • a. Providing leadership that progressively builds confidence and inspires team members to challenge boundaries in pursuit of reaching their maximum potential., • b. Coaching and developing Relationship Center leaders through regular one-on-one meetings, performance reviews, established goals, and targeted development opportunities that strengthen leadership capability, business knowledge, financial management, and accountability. Responsible for the hiring, evaluation, development, and performance management of Relationship Center leaders., • c. Establishing clear performance expectations for Relationship Center leaders and regularly reviewing member experience, growth, productivity, staffing, operational accuracy, compliance, audit, and loss results to identify trends, address performance gaps, and ensure timely corrective action., • d. Directing the RC leadership team to ensure that all locations are well maintained, properly staffed, efficiently operated, and consistently focused on delivering outstanding service to members., • e. Maintaining strict confidentiality in accordance with Northern’s Confidentiality Policy., • 3. Advances membership, deposit, relationship, and community growth across the Relationship Center network by:, • a. Engaging the team in the development of strategies and ideas to build upon member and community relationships., • b. Developing Relationship Center leaders to actively contact, grow and maintain business relationships with external business partners in the Relationship Center community; including but not limited to new and existing SEGs, Businesses, and dealerships., • c. Partnering with the Marketing Department to execute approved product promotions and growth initiatives in support of membership, deposit, and organizational goals., • d. Partnering with other key departments throughout the organization to achieve Credit Union goals; such as Home Lending, NFS, and Commercial Lending, • e. Leading the execution of approved membership, deposit, product, outreach, and relationship-growth strategies through Relationship Center leaders; monitoring results and ensuring appropriate adjustments are made when performance does not meet established expectations., • f. Coordinating and implementing organization-wide events and community initiatives in partnership with applicable departments, while supporting Relationship Center leaders in the execution of local activities., • 4. Oversees Relationship Center performance, operations, staffing, and risk management by:, • a. Leading the implementation and adoption of approved service standards and operational efficiencies across the Relationship Center network, including transactional services, cash management, new accounts, lending, collections, SEG business development, and training., • b. Monitoring Relationship Center productivity, staffing effectiveness, service delivery, operational accuracy, and adoption of approved processes and technology, and ensuring leaders take appropriate action to address identified gaps., • c. Ensuring Relationship Center leaders consistently adhere to approved policies, procedures, operational controls, and applicable laws and regulations; monitoring audit, compliance, quality-control, fraud, security, and operational findings; and ensuring concerns are resolved or escalated appropriately., • d. Providing the VP of Member Relations with regular performance insights and recommendations regarding results, trends, risks, staffing needs, leadership capability, and opportunities to strengthen the Relationship Center network. Other Job Functions: • • Through Ownership Pride, promotes Northern's Core Values throughout the organization. Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations., • • Provides informed, friendly, prompt, professional and accurate communication, service and support to all members and internal owners., • • Assists to prepare reports showing expenses as well as make recommendations for the department budget., • • Participates in the future of the credit union by offering constructive suggestions that may attract new members and/or enhance product penetration., • • Maintains current knowledge of credit union industry trends, products, services, delivery channels, and applicable state and federal regulations., • • Identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to continually develop greater knowledge and expertise in marketing, digital services and member service. Takes initiative for personal career development and seeks opportunities to learn new skills., • • Regular workday in addition to evenings and weekends., • • This position requires a consistent physical presence within the Relationship Centers and regular travel between locations. A valid driver’s license, proof of insurance, and reliable transportation are required., • • Establishes and maintains professional business relationships with internal and external members, partners, association groups, service vendors, and other parties as necessary and appropriate in support of Credit Union programs., • • Other related duties as assigned. Qualifications, Skills and Experience: • • Bachelor’s degree from accredited college or university with a specialized course of study at a business or trade school is required., • • Seven to ten years of progressively responsible leadership experience within the financial services industry, including a proven record of coaching leaders, driving operational execution, supporting growth objectives, and delivering exceptional service., • • The incumbent must be a persuasive communicator with excellent command of verbal and written presentations. Clear communication with internal and external customers through verbal and written correspondence is required along with the ability to effectively develop and motivate people in one-on-one and in small group situations is essential., • • Ability to work within a team while working independently., • • Ability to multi-task and move quickly between priorities. Ability to prioritize a wide range of responsibilities, handle multiple tasks and projects accurately, and completely while meeting conflicting deadlines., • • A significant level of diplomacy is required with a proven ability to work under pressure and remain calm in tense situations with both internal and external members., • • Strong problem resolution and assertive communication skills in effectively dealing with members, external vendors, leaders, and internal owners., • • Proven ability and maturity to handle confidential/sensitive information in a professional manner is required., • • The position requires confident leadership abilities. This individual will be instrumental in maintaining effective teamwork among members of the Member Relations team in addition to internal owners in other departments., • • Must adapt well to new or non-traditional environments and display a commitment to the community, to increasing member engagement and to Northern’s objectives., • • Exceptional member service skills are required: Relationship focused approach, product and service knowledge, attention to detail, adherence to operational policies and procedures., • • Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends., • • A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database programs., • Physical Activities and Requirements of this Position: Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. Talking: Especially where one must frequently convey detailed or important Instructions or ideas accurately, loudly, or quickly. Average Hearing: Able to hear average or normal conversations and receive ordinary information. Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers. Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate office equipment. Physical Strength: Sedentary work; sitting most of the time. Working Conditions: No hazardous or significantly unpleasant conditions. Mental Activities and Requirements of this position: Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.Able to interpret a variety of technical instructions and can deal with multiple variables. Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission. Markup and selling price; and ratio, proportion, and percentage. Able to Perform very simple algebra. Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style. Ability to conduct training, communicate at panel discussions, and make professional presentations. Compensation: The base pay range for this position is $121,721.90 - $153,985.53 annually. Exact offers will be determined based on job-related knowledge, skills, and experience