AVP of Branches- Eastern Region

At Gesa, we believe in the power of our people. Our team members’ individual stories and unique experiences are our most valuable asset, and together we ignite collective compassion and commitment to empowering our communities.

About the role

The Assistant Vice President (AVP) of Branches – Eastern Region leads branches and their teams in delivering exceptional member experiences and building meaningful relationships that improve the financial well‑being of our members and communities. The AVP provides coaching, development, and hands‑on support across the assigned division, oversees a minimum of four market areas, and works closely with teams to elevate performance, promote service standards, and foster a culture of accountability and collaboration.

Responsibilities

• Provide exceptional member service and support service and sales initiatives in alignment with established service standards, performance expectations, and member experience goals.
• Maintain an up‑to‑date and comprehensive knowledge of all credit union products, services, policies, procedures, and industry regulations.
• Collaborate with department leaders to maintain a cohesive, highly trained, and motivated staff sufficient to meet member service and department demands.
• Support, mentor, and lead the development of team members through coaching, consistent one‑on‑one meetings, on‑the‑spot coaching, and structured development.
• Recommend, collaborate, and innovate new models and enhancements for the member experience, products and offerings, branch roles, staff development, metrics and analytics, relationship building, community involvement, and the Member Fulfillment department.
• Attend training sessions, conferences, and seminars, as approved by the team leader, and maintain awareness of relevant policies and regulations.
• Ensure full adoption of Salesforce and related member relationship management systems.
• Create, monitor, and execute departmental sales campaigns and promotions.
• Collaborate with branches to develop, monitor, and support branch staff in delivering exceptional member service and achieving organizational, divisional, and branch sales goals.
• Partner with internal business partners (e.g., Mortgage, Commercial, and Gesa Investment Services) to support campaigns, enhance member service and offerings, and increase branch staff involvement and education.
• Consistently develop and maintain business partner relationships within the community.
• Collaborate with Community Outreach, Learning & Development, and Marketing to ensure the Division is well represented and engaged in the communities served.
• Oversee employment decisions, the progressive disciplinary process, and timely staff evaluations for direct reports, including assigned Market Managers, and support these processes across the Division.
• Monitor, address, and report on trends in department and Division operations; develop recommendations for cost efficiencies and enhancements to products, pricing, policies, procedures, and processes.
• Prepare and report Division and branch performance results on a monthly and quarterly basis to support informed decision‑making and accountability.
• Recommend, implement, and supervise the budget for the Division, developing recommendations for cost efficiencies and enhancements.
• Assist branch leaders and staff with complex member, staffing, and system challenges.
• Collaborate with other departments to improve policies, procedures, communication, the member experience, and the user experience on behalf of the Retail department.
• Regularly work as a resource on various organizational projects as needed.
• Promote and support a digital‑first banking initiative aligned with membership growth strategies.
• Provide strong operational oversight as the first line of defense, ensuring branches conduct business safely, soundly, and consistently; proactively identify and mitigate risk; and ensure adherence to all regulations, policies, procedures, and internal controls.
• Maintain and protect all sensitive data utilizing the highest standard of confidentiality and professionalism.
• Provide oversight of security, physical facilities, and property, including general maintenance and upkeep of the branches.
• Successfully perform the duties, responsibilities, and job functions of the VP of Branches in their absence.
• Demonstrate and support credit union values and service standards.
• Spend a minimum of 60 % of the work week in market supporting assigned Market Managers and branch teams, focusing on sales, service, process improvement, coaching, and staff development.

Requirements

• Excellent written and verbal communication skills.
• Ability to make quality decisions in a timely manner.
• Strong organizational, problem‑solving, attention to detail, and analytical skills.
• Consistently display interpersonal and leadership skills to relate effectively and professionally to members, the public, team members, and all levels of management.
• Provide informed, professional, and accurate service and support to all members, departments, and team members, respecting diversity and varying levels of knowledge.
• Ability to manage constantly changing priorities with versatility, flexibility, and enthusiasm.
• Ability to perform required work under very limited supervision.
• Ability to formulate, implement, and administer policies and procedures relating to credit union branch operations.
• Establish, teach, monitor, and adjust clearly defined goals (both personally and for your team) to achieve objectives.
• Display and maintain a well‑balanced understanding of credit union or banking functions, including operations and lending.
• Ability to work with Internal Audit and Compliance to ensure adherence with internal controls and regulations.
• Understand and