Director of Retail Support

Job Overview

The Director of Retail Support reports to the Vice President of Retail Operations & Support and oversees the credit union’s Retail Operations Managers and Survivor Support Specialists. A primary focus of this role is directing branch support initiatives to ensure employee and member satisfaction. The director will also lead the Retail Operations Managers in managing branch operations to ensure operational excellence.

What will I be doing?

As a Director of Retail Support, you will oversee the daily support functions for branch administration, cash operations, and member service delivery in a centralized capacity. The following tasks must be executed with high fidelity:

• Manage the implementation of retail operations & support strategies, policies, and procedures to ensure alignment with business objectives.
• Lead, coach, and develop a high-performing team of retail operations managers and retail support analysts that provide first contact resolution support to branch staff.
• Drive process improvement initiatives to reduce friction and improve member experience and service.
• Monitor and analyze operational key performance indicators, member feedback, audit results, to identify trends and opportunities for improvement.
• Ensure compliance with all applicable regulations (NCUA, BSA/AML, etc.) and internal policies.
• Support the planning of new branch openings, relocations, and service enhancements.
• Champion digital transformation and innovation in the retail delivery channels.
• Collaborate with IT, Risk Management, and Lending to ensure a smooth and seamless integration of systems and services.
• Partner with Human Resources and Learning and Leadership Development to ensure all new retail new hires are prepared for success.
• Manage the UAT testing program for Retail Branch Banking systems.

What are we looking for?

The Director of Retail Support represents Citadel by working on behalf of our external and internal members. To successfully fill this role, you should meet and maintain these skills and values:

• Bachelor’s degree in Business Administration or related fields. Master’s degree preferred.
• 10 years of progressive experience in retail banking, member support, and at least 5 years in a leadership role. 
• Proven success in leading operational improvement and change management initiatives.
• Strong knowledge of credit union & banking products, services, and regulatory environment.
• Proficiency in building and managing UAT testing.  
• Proficiency in Microsoft Office.
• Exceptional communication and interpersonal skills.
• Integrity, Accountability, and Resiliency.