Director, Retail Services

The Retail Services Director is responsible for the leadership, vision, and direction of WPCU’s retail operations which consist of deposit services operation, digital services (mobile app and online banking), retail equipment management and services (ATMs, PTMs, TCDs, TCRs, Coin Machines, and Cash Advance Machines), cash management, shared branching, and fraud prevention.  The Retail Services Director must be collaborative, a good communicator, hardworking, and a servant leader who is aligned with WPCU’s service orientation and results‐driven culture.

• Develops and implements a cohesive and compelling vision for WPCU’s retail operations, capitalizes on current technologies to meet or exceed member needs, partner-employee needs, financial goals, and operational goals. Champions, develops, and communicates WPCU’s retail operations strategy to internal and external audiences. (25%)
• 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 working with the Senior Leadership Team and the Retail Leadership Team in amending strategies and plans as required by changing circumstances. (25%)
• Provides senior leadership, in-house expertise and ongoing oversight of various operating budgets, staffing plans, goals, and key performance indicators for WPCU’s retail operations. (20%)
• Develops and prepares subordinates for advancement through training, coaching, and feedback, with a focus on developing leadership skills. (20%)
• Oversees vendor relationships related to their respective areas. Reviews and participates in the negotiation of vendor contracts; and assures vendors comply with regulatory and service level agreements. (10%)

The Retail Services Director must possess a working knowledge of multi-channel financial services operations with leadership experience in deposit services operations, digital services, retail equipment management, shared branching, and/or fraud prevention. In addition:

• A Bachelor’s degree in business or a related field, or more than five (5) years’ experience in a senior level management position; Candidates with non-business degrees may qualify when considerable experience in any of the areas of responsibility is demonstrated.
• At least five years’ experience managing, and leading people is required.
• Specialized experience in deposit services operation, digital services, retail equipment management, shared branching, and fraud prevention is preferred.
• Demonstrated ability to lead multiple functions.
• Demonstrated ability to develop sound and efficient operational processes.
• Demonstrated ability to analyze complex situations and solve problems and / or design recommendations to accomplish business and tactical goals.
• Demonstrated ability to create business cases to support new solutions and processes.