The Vice President (VP) of Member Center Network (MCN) will oversee all member center operations for the credit union. This executive role is responsible for ensuring operational effectiveness, executing on strategic initiatives, driving process consistency, enhancing member experience, developing partner-employees, and creating and monitoring financial plans and forecasts. The VP will directly oversee a team of directors and collaborate with other senior leaders to execute on the organizations strategy and member experience activities to accomplish the credit union’s purpose, mission, and goals. The VP will champion and model the behaviors that inspire others towards the credit union’s vision of being the best organization our member-owners have ever experienced and the best place our partner-employees have ever worked.

1) Champions initiatives to enhance the member and partner-employees experience across all operational touchpoints; Implements best practices and innovative solutions to meet the evolving needs of our members and partner-employees; Addresses and resolves member and partner-employee issues and concerns in a timely and effective manner.

2) Executes on WPCU’s strategic imperatives; Ideates and capitalizes on products and solutions necessary to address current and future member needs; Champions and communicates WPCU’s member experience strategy and purpose to internal and external audiences.

3) Provides executive direction, leadership, and oversight for the Member Centers and the MCN Governance business unit; This oversight includes maintaining an exceptional experience for members and partner-employees.

4) Provides executive leadership and ongoing oversight of various operating budgets, staffing plans, goals establishment, and key performance indicators associated with WPCU’s member center network operations; Focuses on critical outcomes associated with member impact – acquisition, retention, loyalty, feedback, and satisfaction measures.

5) Ensures assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, and performing at a high level. This includes monitoring and reporting on business activity and amending strategies and plans as required by changing circumstances.

6) Collaborates regularly with senior leaders in Marketing, Product Management, IT, and Service Excellence, along with various third-party vendors, to identify and implement opportunities to continuously improve the member and partner-employee experience.

7) Develops and prepares partner-employees for advancement through training, coaching, mentoring, and feedback, with a focus on developing leadership skills; This includes formal succession planning for this role and other critical functions in areas of responsibility.

8) Contributes as member of the senior management team, attends key executive team meetings, and provides periodic updates to other senior executives as warranted or directed.

Required Skills

1) Bachelor’s degree is required, preferably in business or a related field; five (5) or more years’ experience in a senior level financial service position.

2) At least seven (7) years of experience in retail branch services or member experience related functions.

3) At least ten (10) years of experience managing and leading people is required.

4) Proven experience leading multiple, large business functions involving geographically dispersed staff.

5) Acute attention to detail and strong written skills are required.

6) Solid analytical skills with proven financial acumen are required. These skills must be applied to discern the viability of a strategic initiative, project, or product.

7) Effective communication and presentation skills, with a positive persuasive manner capable of bringing others along, are required.

8) Capability to analyze complex situations and solve problems and/or design recommendations to accomplish business and tactical goals.

9) Proficiency in developing sound and efficient operational processes.

10) Computer proficiency with various Microsoft collaboration tools (including Word, Excel, PowerPoint, SharePoint, Microsoft TEAMS, and Outlook) is required.

Required Experience