At Salal Credit Union, as the Senior Manager of Virtual Member Experience, you'll have the chance to lead a dynamic team and make a measurable impact to the experience that our members have with the credit union. This role will oversee the Virtual Branch and the Member Outreach & Engagement teams while partnering with other senior managers on the Retail team to ensure that our members needs are consistently met across all service channels.

A LITTLE ABOUT US

We have helped thousands of members manage their money by making bold, measured decisions to offer the right products to each person. Our mission is to break down financial barriers for the innovators in our community by offering good rates, low fees, and dedicated personal services. Beyond that, we are committed to giving 5% of our annual income to help people and causes in the communities we serve, because we know that many small actions, when added together, can make big impacts.

Helping our employees build and achieve their career goals is equally as important to us, and we are dedicated to fostering a positive work environment in which they can thrive. We strongly prioritize their growth and development *as well as their impact to the community *{rel="nofollow"}so we can be an institution that our employees are proud to be a part of.

Salal Credit Union strives to maintain a work environment free from discrimination where employees are treated with dignity and respect. Salal Credit Union does not discriminate on the basis of race, sex, gender identity, religion/creed, pregnancy, age, physical or mental disability, size or shape, marital status, national origin, genetics/genetic markers, military or veteran status, sexual orientation or any other characteristic protected by applicable laws. We adhere to these principles in all aspects of employment. We believe that by adhering to these policies we can cultivate a welcoming environment by embracing each individual's identities and abilities.

A DAY IN THE LIFE OF THE SENIOR MANAGER OF VIRTUAL MEMBER EXPERIENCE

As the Senior Manager of Virtual Member Experience, you will successfully drive people, projects, processes, and productivity in a dynamic and complex operating environment. Your guidance will be crucial in overseeing sales production and service delivery through Salal's remote consumer channels. This person will also have the chance to act as a digital advocate for the modernization of the member experience by developing and implementing critical program-level strategies, as well as key process improvements.

ARE YOU THE MANAGER WE'RE LOOKING FOR?

The successful candidate will use their experience in member-facing sales and service leadership to implement new programs across our remote and digital channels. We need this manager to be open and future-minded when considering new solutions, confident in driving change, and comfortable with ambiguity in an ever-changing financial environment. Ideally this person will demonstrate excellent analytical, critical thinking, and creative problem-solving skills with an in-depth understanding of utilizing varying delivery channels to meet business goals. Effective communication, leadership abilities, and a commitment to delivering high-quality member-focused solutions are essential for success.

Experience required for the position:

• 5+ years of relevant sales and service delivery management experience. This can include outbound and inbound calling, direct sales, and queue management.
• 5+ years of people management experience
• Bachelor's degree in business, finance, or in a related field preferred. A combination of education and experience is acceptable.