VP - Retail Network & Membership Growth

About the role

The VP - Retail Network & Membership Growth is a dynamic leader responsible for driving the sales & business growth, member experience, and strategic direction of the Credit Union’s branch network. This role requires a forward-thinking, data-driven leader who can inspire high-performing teams, champion operational excellence, and deliver innovative solutions that align with the Credit Union’s mission, vision, and values.

Responsibilities

• Provide direct leadership, coaching, and accountability for Branch Managers, ensuring Branch Managers engage in meaningful community engagement and that branch teams deliver exceptional service while achieving service and financial performance targets.
• Utilize data and analytics to track member behaviors, identify trends, and implement targeted strategies that enhance member engagement and branch profitability.
• Ensure branch operations adhere to compliance standards, risk management practices, and safety/security protocols.
• Build, retain, and develop diverse, high-performing branch teams, cultivating a culture of inclusion, accountability, and continuous learning.
• Develop multi-year strategy for retaining or altering the branch footprint, and develop plans to invest in branches consistent with that multi-year strategy and the credit union’s broader strategic objectives.
• Lead succession planning efforts across retail branch operations, identifying and developing internal talent to ensure a strong leadership pipeline and long-term organizational stability.
• Absess operational issues with a focus on effective problem resolution, process efficiency, and positive member outcomes, ensuring solutions support both service excellence and business performance.
• Oversee budget planning and forecasting for branch operations, ensuring effective resource allocation, expense management, and support for strategic growth initiatives.
• Coach Branch Managers to equip them to manage performance, member engagement, staffing, and budgetary responsibilities with entrepreneurial ownership.
• Lead planning and workforce development initiatives to strengthen bench strength across retail branch operations.
• Define, develop and execute a strategic growth, business development and community engagement plan to re-energize / re-invent our current branch network.
• Participate / advise in potential due diligences and RFPs involving branch and/or ATM network expansions.
• Act as a visible ambassador of the Credit Union in the community, representing the organization at community events, SEG functions, and local market initiatives.
• Serve as a liaison between branch teams and internal stakeholders, ensuring alignment of retail strategies with organizational goals.
• Communicate performance metrics, market insights, and resource needs to executive leadership with clarity and impact.
• Proven track record of driving branch growth, improving member experience, and leading operational excellence.
• Work cross-functionally with other departments i.e. Marketing, Technology, Payments / Deposits Operations, Contact Center and other areas to create/ improve key in-branch processes geared towards growth and member experience.

Requirements

• Bachelor’s degree in business, finance, or related field (or equivalent experience) required; advanced degree preferred.
• 10-15 years of progressive experience in retail banking or financial services, including at least 3 years in a multi-branch leadership role.
• Ability to travel across branch network in NY, CT, and MA. Monthly multi-Day / overnight travel is required.
• Strong business acumen with the ability to interpret financial and performance metrics, identify trends, and execute strategic initiatives.
• Hands-on analytical acumen. Able to extract, interpret and organize branch data and KPIs using evidence to develop growth strategies and tell overall plan / story to senior management.
• Demonstrated ability to build and lead high-performing, diverse teams with a focus on coaching, accountability, and results.
• Data-driven decision maker with strong analytical and problem-solving skills.
• Demonstrated ability to recognize business challenges, assess root causes, and implement innovative solutions.
• Excellent communication, presentation, and relationship management skills.