SVP - Retail Officer

The Opportunity

The Senior Vice President, Retail Officer (SVP) is a critical executive role at Golden 1 Credit Union, designed to spearhead the growth and strategic transformation of our retail operations. We are seeking an experienced banking leader with a proven track record in enhancing retail banking through the integration of advanced technology and a steadfast commitment to people. The SVP will be instrumental in developing and executing comprehensive strategies to strengthen member relationships, build trust, and drive membership growth and retention. This involves refining service excellence across all channels, including Branch, Dealer Services, and Business Services.

Guided by Golden 1’s Mission, Vision, and Core Values, the SVP will collaborate closely with other executives to drive market share growth and community development while overseeing business plans with a focus on employee engagement and member satisfaction. By fostering a culture of service excellence and leveraging both technology solutions and personalized interactions, the SVP will champion the Golden 1 brand, optimize operational processes, and support strategic initiatives to enhance members' financial well-being and drive organizational efficiency and digitalization. As a testament to our commitment to excellence, Golden 1 has been nationally and regionally recognized for our positive community impact and leadership, including recent accolades from TIME Magazine, Forbes, and Newsweek. The ideal candidate will have over 15 years of extensive banking experience, a successful track record in leading large retail operations, and deep knowledge of California markets.

This role will report to the Executive Vice President & Chief Retail Officer, manage five direct reports, and oversee approximately 600 employees. Based in our Sacramento headquarters, relocation support is available for the selected candidate. Please learn more at Golden1.com.

Purpose Statement

Create an exceptional member and employee experience throughout Golden 1’s Branch, Dealer Services, Business Services and Retail Administration as well as provide leadership to the rest of the organization to support strengthening members’ relationships for growth, provide Golden service and support the financial well-being of our members. Build member trust and loyalty through service excellence and by promoting our products, programs, and services. Develop and implement strategic plans to retain and to grow overall membership.

Lead the member engagement efforts at our Credit Union by delivering value to members through products, programs, and services that accompany an exceptional member experience through the member’s high tech and high touch channel of choice. Additionally, develop and implement strategic plans to grow our Credit Union while constantly seeking to differentiate us in the eyes of our members, communities, and consumers. Develop, expand, and enable a culture that strives to provide benefit and convenience to our members and to improve the financial well-being of our members through proper and thoughtful member engagement and conversations while empowering and supporting our employees.

Key Tasks, Duties and Functions:

• Formulate and recommend production, service, operational strategies, and support the Credit Union’s Strategic Goals. Collaborate across the organization to support, execute, and monitor production and service programs, strategic goals, identified focus areas, and recommend necessary changes for further enhancements, as required.
• Oversee the execution of business plans with the primary goal of maintaining engaged employees and serving our members in Branches, Dealer Services, Business Services, ATM network, and Retail Administration. Working with other leaders in the Credit Union to establish and execute market area plans for member satisfaction, member digital adoption, employee engagement, and community development that lead to market share growth.
• Be the champion of a strong Golden 1 Credit Union brand in the banking and financial services markets.
• Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through words and actions, ensuring positive employee morale throughout Golden 1, embracing our Mission, Vision, and Core Values.
• Build, implement, and oversee the execution of business plans with the primary goal of maintaining engaged employees and serving our member in each core area. Working with other leaders in the Credit Union to establish and execute market area plans for member satisfaction, employee engagement, and community development that lead to market share growth.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Enforces compliance to BSA and anti-money laundering laws accordingly.
• Proactively cultivate business and community relationships in the financial services industry to build partnerships and identify opportunities for Golden 1’s strategic growth in relevant markets.
• Solve problems of substantial variety and complexity. Successfully undertake tasks broad in nature, requiring innovation and creativity.
• Bring forth well thought out recommendations to improve processes, expand channel usage, improve efficiency, and reduce expenses. Well thought out recommendations will include thorough analysis and appropriate due diligence.
• Monitor complex budgets for areas of responsibility and adjust accordingly to market and business needs.
• Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

Qualifications:

• Proven ability to lead impactful transformation of retail banking operations at a large scale, including digital and technology advances to improve people experiences.
• Ability to lead by example: add to our exceptional culture and embody our Values of Integrity, Reliability, Inclusion, Service, and Excellence.
• 15 years or more of bank management experience at a senior or executive level.
• Demonstrated leadership over significant retail operations, e.g., 50+ branches, state or multi-state territory oversight.
• Professional experience in California and knowledge of regional markets strongly preferred.
• Demonstrated excellence as a strategic thinker who can put plans into action to achieve mutually agreed upon goals in a fast-paced professional environment.
• Strong focus on developing and promoting a service culture across the organization. Inspirational leadership and coaching skills required to establish goals, direct and evaluate staff, interact with employees, peer credit unions and other partners.
• Knowledge of general business laws, operational and enterprise risk, and regulations impacting financial services and credit unions, such as CCPA, BSA, and AML.
• Excellent communication and presentation skills.
• Strong interpersonal, organization, and management skills.
• Executive-level knowledge of budgeting, accounting, and relevant technology. Effectively manage credit union resources and fosters bottom line accountability.
• Sound knowledge of business administration principles.
• Bachelor's Degree in related field or equivalent relevant work experience. MBA Preferred.

TITLE: SENIOR VICE PRESIDENT - RETAIL OFFICER
STATUS: EXEMPT
REPORT TO: EVP - CHIEF RETAIL OFFICER
DEPARTMENT: ADMINISTRATION
JOB CODE: 8300

PAY SCALE: $261,688.00 - $310,733.00 ANNUALLY

At Golden 1, we go above and beyond for others — and that includes our team members. We offer an excellent benefits package, tuition reimbursement, training opportunities, and scholarships for our employees’ dependents.