DIRECTOR OR VICE PRESIDENT REMOTE DELIVERY EXPERIENCE

About the role

The Director or Vice President, Remote Delivery Experience oversees the Teleservices, Personal Experience, and Video Services teams at 7 17 Credit Union. This role is responsible for leading and developing these teams, driving operational excellence, evaluating and implementing technology, and supporting strategic growth.

Responsibilities

• Lead & Develop Teams
• Provide strategic leadership, direction, coaching, and mentoring to managers.
• Build a culture of accountability, collaboration, continuous improvement, and exceptional member service.
• Develop, coach, and set goals for assistant managers and team leads.
• Train, mentor, and develop new department managers.
• Support interviewing and selection of candidates for positions within the Remote Delivery departments.
• Support performance management and disciplinary processes in partnership with leadership and Human Resources.
• Drive Operational Excellence
• Oversee the development and ongoing improvement of operational policies, procedures, training programs, and department practices.
• Monitor and evaluate service levels, member usage, staffing needs, transaction volumes, and operational performance across Remote Delivery channels.
• Analyze trends and data to identify opportunities for cost savings, increased efficiency, improved service, and enhanced member experiences.
• Make recommendations that balance operational efficiency, member experience, risk management, and information security.
• Review and recommend updates to department job descriptions and training programs.
• Ensure department safety, security, and disaster recovery procedures are maintained and reviewed regularly.
• Lead Technology & Innovation
• Evaluate emerging technologies and third-party solutions that can improve Remote Delivery capabilities and member service.
• Coordinate vendor demonstrations and collaborate with appropriate Credit Union departments to evaluate potential solutions.
• Develop business cases and recommendations for new technology, services, and process improvements.
• Lead or support technology implementation initiatives that enhance scalability and the member experience.
• Cook up and implement Personal Teller Machines (PTMs), including machine testing, staffing assignments, cash limits, replenishment processes, and employee training.
• Support Strategic Growth
• Serve as a strategic partner in developing scalable Remote Delivery strategies to support new branches, markets, and organizational growth.
• Participate in merger and acquisition initiatives as they relate to Remote Delivery integration.
• Recommend changes to policies, procedures, technology, staffing, and processes to support the Credit Union's strategic objectives.
• Help ensure Remote Delivery remains a forward-looking driver of member experience and organizational growth.
• Budget & Business Management
• Develop and manage annual personnel and operating expense budgets for the Remote Delivery departments.
• Monitor department expenses and operate within approved budgets.
• Prepare and analyze reports used to evaluate service levels, staffing requirements, member usage, PTM activity, and other key performance indicators.
• Present recommendations and business cases to executive leadership as appropriate.
• Member Experience
• Ensure complex member concerns and complaints escalated beyond department managers are addressed promptly and professionally.
• Promote a consistent, high-quality member experience across all Remote Delivery channels.
• Identify opportunities to improve how members access services and interact with the Credit Union.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree in business, finance, management, or a related field preferred.
• A minimum of five years of leadership experience in a financial institution, preferably a credit union, call center, branch, or comparable service operation may be considered in lieu of a bachelor’s degree.
• Director level: Minimum of three years of progressive leadership experience in credit unions, banking, financial services, call centers, branch operations, remote delivery, or a related service environment.
• Vice President level: Minimum of five years of progressive leadership experience in credit unions, banking, financial services, call centers, branch operations, remote delivery, or a related service environment.
• Demonstrated experience leading and managing other managers and overseeing multiple teams, departments, or operational functions.
• Experience with performance management, coaching, employee development, goal setting, and accountability.

Leadership & Business Skills

• Strong knowledge of operational management, performance measurement, process improvement, and service delivery.
• Proven ability to analyze operational data, identify trends, evaluate performance, and make informed business recommendations.
• Experience evaluating, implementing, or optimizing technology, processes, and vendor solutions.
• Strong project management, organizational, time management, and prioritization skills.
• Excellent written, verbal, interpersonal, and presentation skills, including the ability to communicate complex information clearly to employees, managers, and executive leadership.
• Strong problem-solving, critical-thinking, sound judgment, and decision-making abilities.
• Demonstrated ability to coach, mentor, develop, and hold managers accountable for performance.
• Ability to lead effectively through change and promote a culture of continuous improvement.
• Ability to manage multiple priorities and projects in a fast-paced, evolving environment.
• Strong customer and member service orientation with a commitment to delivering a consistent and exceptional member experience across all Remote Delivery channels.
• Ability to build positive and productive relationships with members, employees, vendors, business partners, and senior leadership.
• Demonstrated teamwork, initiative, creativity, resourcefulness, active listening, attention to detail, and professionalism.
• Ability to maintain strict confidentiality regarding member information, transactions, and Credit Union business.
• Willingness and ability to travel locally, regionally, and nationally as needed.