Director of Branch Experience
$85,854–$101,005 year
On-siteHarrisonburg, Virginia, United States
Job Summary
Execute retail strategies to drive operational excellence and sustainable growth across the credit union's branch network. Coach and develop branch leadership teams while managing sales and service performance metrics. Champion retail innovation and ensure regulatory compliance, including BSA/AML and OFAC, through audit support and operational risk management. Integrate omnichannel service delivery across branch, digital, and contact center channels. Lead a region or portion of the network alongside a partner director, requiring monthly travel to Alexandria, Arlington, and Falls Church. Requires 7–10 years of progressive leadership experience in retail financial services and proficiency in core banking platforms.
Required Qualifications
- Minimum three to five years of supervisory experience
- Proven track record leading multi-branch teams and driving retail performance
- Demonstrated experience leading operational transformation, sales growth, and member or customer experience initiatives
- Strong business acumen with experience managing retail performance metrics, staffing models, and operational efficiency
- Proficiency with core banking platforms, workforce management software, performance reporting tools, Microsoft Office Suite, and digital member engagement technologies
- Knowledge of federal regulations and compliance requirements including BSA/AML and OFAC
- Experience supporting audits and managing operational risk
- Experience with omnichannel service delivery, including branch, digital, and contact center channel integration
- Excellent communication, interpersonal, and relationship-building skills
- Ability to influence and collaborate across all levels of the organization
- Willingness and ability to travel regularly across multiple branch locations
Desired Qualifications
- Associate or bachelor's degree in business administration, finance, management, or a related field
- 7–10 years of progressive leadership experience in retail financial services or branch operations
- Spanish fluency
- Completion of advanced leadership development, credit union industry education, or professional certification programs
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