Retail Regional Manager, North Region

About the role

Guided by the Director of Retail Services, the Retail Regional Manager supports and coordinates activities across multiple financial centers to achieve sales, service, operational, and business development goals aligned with UFCU’s strategic plan. This role requires a leader who is present, intentional, and deeply engaged — someone who brings strong business insight, clear direction, and accountable follow‑through to every aspect of regional performance.

Regional Managers serve as stewards of the cooperative, building relationships, developing leaders, strengthening community partnerships, and driving market growth while ensuring operational excellence and an exceptional Total Member Experience (TME). They play a critical role in guiding branch managers with business performance, analyzing financial and operational drivers, identifying root causes behind results, and developing action plans that improve profitability, production, and member growth. They navigate challenges with professionalism and sound judgment, proactively identify opportunities for improvement, and inspire teams to deliver consistent, member‑focused results.

The Regional Manager also serves as a champion for member journey improvement by identifying barriers, analyzing member feedback and operational data, and partnering across departments to improve the consistency and quality of the Total Member Experience.

Responsibilities

• Operational Leadership: Champion member journey improvement by identifying friction points, analyzing member feedback, and partnering across departments to strengthen end‑to‑end member journeys; support day‑to‑day operational performance across assigned financial centers; reinforce adherence to policies, procedures, audit standards, and regulatory requirements; identify operational improvement opportunities and partner with leadership to implement enhancements; review performance data and proactively recommend actions to improve efficiency, staffing alignment, and member experience; ensure branches maintain lobby readiness, minimize member wait times, and uphold facility tidiness, branding, and atmosphere; act as a steward of operational soundness and quality assurance.
• Business Performance & Coaching: Partner with Branch Managers to analyze business performance, interpret key financial and operational drivers, and identify root causes behind trends or obstacles; support managers in developing targeted action plans that improve profitability, production, staffing efficiency, and member growth.
• Team Support & Development: Lead change initiatives by translating strategic priorities into clear execution plans and driving adoption to achieve sustained business outcomes; build a strong leadership pipeline by developing future leaders and ensuring succession readiness; champion the Total Member Experience (TME) by ensuring financial centers meet sales and service standards through consistent coaching, clear expectations, and disciplined accountability; conduct routine check‑ins with Branch Managers; support talent development by reinforcing sales behaviors, service standards, and consultative engagement; ensure consistent execution of team huddles, roleplays, lobby choreography practice, and service skill coaching; observe teller and PFR interactions to reinforce service excellence and identify coaching opportunities; ensure managers maintain Individual Development Plans and actively participate in ongoing self‑development; foster team cohesion, collaboration, and a culture of continuous learning; evaluate Branch Managers’ coaching delivery and provide targeted “coaching the coach” guidance; connect coaching outcomes to business performance.
• Business Development & Growth: Lead and participate in business development efforts across the assigned region; guide Branch Managers to build local market presence, deepen member relationships, and generate new business opportunities; establish data‑driven SMART growth goals for financial centers and the region; lead branch and regional production planning by reviewing proformas and evaluating projected sales performance; collaborate with Retail Leadership and Finance partners to monitor P&L performance; work with Branch Managers to understand P&L drivers, evaluate staffing efficiencies, and identify obstacles affecting production or profitability; partner with the Business Development Team to cultivate and maintain relationships with SEG organizations; contribute field insights to growth and expansion planning; track and report monthly progress, outreach impact, SEG engagement, and community involvement; represent UFCU at community events and local partnerships; act as an ambassador of the cooperative, promoting a member‑first mindset.

Requirements

• Minimum Requirements:
  • Bachelor’s degree or equivalent experience (4–6 years of progressive leadership responsibility demonstrating strong business acumen, operational discipline, and the ability to lead multiple teams or locations).
  • 5–7 years of management / leadership experience, preferably in financial services or retail, with evidence of hands‑on, engaged leadership including coaching managers, developing teams, driving accountability, and improving performance across sales, service, operations, staffing, and member experience.
  • 5–7 years of experience in financial services, banking, or retail sales/service, with a strong understanding of branch operations, member or customer engagement, financial products, regulatory requirements, and service excellence standards.
  • Demonstrated success in sales, business development, or relationship management roles, including measurable success in driving growth, deepening relationships, and generating new business opportunities.
• Preferred Experience:
  • Managing or supporting large teams and/or multiple locations.
  • Community involvement or networking experience.
• Other Requirements:
  • Willingness to travel regularly between assigned financial centers (localized travel).
  • Ability to work occasional evenings/weekends for community or business development activities.
  • Membership or leadership involvement in at least one community organization (board, committee, or equivalent).

Competencies

• Delivering Member Obsession: Seeks to understand customers; identifies customer service issues; drives member‑focused practices; assures member satisfaction.
• Delivering Performance Excellence: Maintains focus; measures progress and outcome; ensures accountability; seeks opportunities to build relationships; clarifies shared goals; facilitates agreement.
• Delivering Innovation: Inspires curiosity; challenges current thinking; supports experimentation; advances ideas to the next stage.

Coverage Area

The Retail Regional Manager will provide leadership and oversight across a defined portion of the Greater Austin metropolitan area, including UFCU branches and market activity spanning from Georgetown to Manor, with boundaries subject to adjustment based on organizational needs.