Director - Branch Member Service and Performance

TITLE: DIRECTOR - BRANCH MEMBER SERVICE AND PERFORMANCE
STATUS: EXEMPT
REPORT TO: VICE PRESIDENT - RETAIL BRANCH CHANNEL DELIVERY
DEPARTMENT: BRANCH CHANNEL DELIVERY
JOB CODE: 11840

PAY RANGE: $156,900.00 - $180,000.00 ANNUALLY

GENERAL DESCRIPTION:

The Director of Branch Retail leads, develops, and drives Golden 1's branch strategy, focusing on scalable growth, sustainable high performance, and a modern, member-centric service experience. Responsible for the strategic growth and development of an assigned region, the director provides leadership to branch managers, fostering a high-performing culture that accelerates loan growth, increases deposits, and grows our membership base. Additionally, the director is responsible for the operations, performance, and regulatory compliance, ensuring branches meet financial goals, maintain a strong service culture, and achieve operational excellence, all while upholding Golden 1's core values, mission, and vision.

TASKS, DUTIES, FUNCTIONS:

Foster scalable, sustainable growth by guiding leaders in developing and executing strategies to expand membership, drive deposit growth, and accelerate loan growth while ensuring consistency and adaptability across all branches.

Champion a member-first leadership approach, ensuring branch leaders create transformative relationship experiences for members while making a meaningful impact in the communities we serve.

Drive innovation and operational excellence by inspiring leaders to foster, implement, and embrace forward-thinking solutions that enhance efficiency, effectiveness, and service delivery.

Monitor key performance indicators, including loan and deposit growth, profitability, service quality, and member experience excellence, and from those insights to drive continuous improvement and success.

Transform strategy into action by equipping leaders with the mindset and tools to translate organizational goals into actionable, scalable initiatives aligned with Golden1's strategic objectives, core values, mission, and vision.

Develop and empower branch leadership by cultivating adaptive leadership behaviors that enable branch managers to inspire teams, drive accountability, and lead with confidence, ensuring continuous growth and high performance.

Lead a culture of engagement and purpose by fostering an inclusive, high-energy environment where leaders and teams feel valued, empowered, and deeply connected to Golden 1's mission, driving engagement, collaboration, and organizational success.

Cultivate risk management and compliance excellence by instilling a proactive risk management mindset, ensuring branch leaders uphold the highest standards of compliance and operational efficiency while optimizing performance.

Demonstrate executive leadership presence by influencing strategy, fostering innovation, and driving organizational success.

Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

Professional and effective oral and written communication skills that meet or exceed organizational expectations.

Proficient in digital tools, Microsoft Office, AI-driven tools (e.g., CoPilot), and standard office equipment for seamless operations.

Possesses sufficient manual dexterity to skillfully operate an online computer terminal and other standard office equipment, including financial calculators, personal computers and phones.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

INTERNAL: All levels of leadership and staff.

EXTERNAL: Members, vendors, peers in financial institutions, community associations and credit union associations.

QUALIFICATIONS:

EDUCATION: Bachelor's degree preferred. Additional work experience may be considered in lieu of a 4-year degree.

EXPERIENCE: 7-10 years' experience in Retail Banking years' experience in Retail Banking, plus three years or more experience in a leadership role managing multiple branches.

KNOWLEDGE / SKILLS: Strong proven leadership skills, strong presentation and communication skills, knowledge of branch leadership, and sound knowledge of compliance and banking regulation.

PHYSICAL REQUIREMENTS:

Prolonged sitting throughout the workday with occasional mobility required.

Corrected vision within the normal range.

Hearing within normal range. A device to enhance hearing will be provided if needed.

Occasional movements throughout the department daily to interact with staff, accomplish tasks, Etc.

Extensive local travel to meet with assigned branches.

Minimal travel by car or public conveyance to attend meetings.

Unusually long work hours may be required to accomplish tasks.

LICENSES / CERTIFICATIONS: None

#LI-Hybrid

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 4/4/2025

Other details

• Job Family Director
• Job Function Director
• Pay Type Salary
• Employment Indicator Flex/Hybrid
• Min Hiring Rate $156,900.00
• Max Hiring Rate $180,000.00

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