Overview
To provide strategic and operational direction for full-service branches within an assigned region, to include operations, lending, member service, and security/safety in accordance with Navy Federal's objectives. Drive global Branch Operations strategy and execution. Maximize key business growth goals (revenue generation and strategic initiatives) in collaboration with Branch Operations executive leadership. Pioneer new channels, audiences and geographic expansion opportunities. Work is performed under general direction.
Responsibilities
Plan, manage, and direct the day-to-day operations of branches within the region
Lead, direct, coach, and develop branch leaders for assigned region to ensure consistent and quality service to all members
Lead staff in resolving complex member issues, questions, and complaints to ensure member satisfaction as well as resolve complex and escalated member issues to a beneficial solution
Lead or contribute to departmental projects that support enterprise strategic initiatives; ensure branch leaders and teams understand Navy Federal's strategic plan and how their individual efforts contribute to its success
Conduct regional branch visits to evaluate operations, provide training and development, and provide leadership, guidance, and information to branch leadership teams
Anticipate internal and/or external business challenges including regulatory; recommend process, product, or service enhancements; mitigate operational risk and ensure accountability of operational soundness/compliance
Establish effective membership targeting strategies to maximize member growth and retention; improve member financial health through education and relationship building
Develop metrics to monitor key performance indicators which identify opportunities for product/program enhancement and increased market penetration
Market Navy Federal Brand by leveraging marketing tools as needed, to include advertising, digital, and social media to maximize public awareness
Partner with stakeholders to recommend site selection, acquisition, planning, design, construction, and maintenance of branch offices and remote ATM networks; oversee new branch opening, renovation, and relocation processes
Seek opportunities within market for potential acquisitions, mergers, and innovations
Analyze the internal environment and implement solutions to ensure high levels of employee engagement
Establish, develop, and maintain relationships with the Department of Defense (DoD) Recruiters, DoD civilian agencies, Reserve Officers' Training Corps (ROTC) contacts, base/command personnel (Commanding Unit Liaison Officer), media/marketing representatives, and local community organizations
Support military education throughout career life cycle; recommend and develop member loyalty programs and ensure support of military community and on-base events
Seek new opportunities to build additional external business relationships such as partnership to increase expansion and/or depth of product and service offerings
Establish and support relationships within the community to further Navy Federal's reputation and presence
Collaborate with leadership/executive colleagues to develop/execute corporate initiatives and/or department strategy
Contribute to a culture of collaboration by actively working across business lines, communicating knowledge and business processes to other business units
Proactively plan for and respond to all major catastrophic events (pandemic, extreme weather, etc.)
Perform other duties as assigned
Qualifications
Significant progressively responsible experience in leading and managing large teams across multiple locations in a large organization
Experience in identifying membership growth opportunities and developing, implementing, and maintaining member acquisition programs, event strategies, and creating/expanding business opportunities
Advanced knowledge of applicable federal and state laws, rules and regulations governing consumer lending, credit cards, mortgage and equity loans, savings and checking accounts
Expert knowledge of banking/financial industry standards and practices
Ability to gain the confidence and cooperation of management and staff, DoD personnel, and community leaders
Significant experience in member/customer service operations to include understanding of effective member/customer service philosophy
Significant experience in leading and managing diverse and complex operational environments
Advanced knowledge of marketing, project management, market research, and member relations practices, principles, and processes
Significant experience in demonstrating thought-leadership, initiative-taking, decision-making and creativity solving business problems
Significant experience in leading large projects/initiatives which have business risk and impact
Significant experience in delivering presentations to virtual and in person teams
Significant experience in client/vendor management to achieve strategic goals and implementation
Advanced knowledge of regulations impacting the security of financial assets, the release of confidential information and records maintenance
Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
Expert leadership skills, marked by poise, positive influence, and the ability to drive change
Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
Expert skill exercising initiative and using good judgment to make sound decisions
Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully
Advanced skill to effectively manage a remote distributed workforce across multiple locations and time zones
Advanced skill using innovative thinking to solve problems and facilitate the decision-making process
Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
Expert verbal, interpersonal and written communication skills
Expert organizational, planning and time management skill
Advanced database, word processing, spreadsheet, and presentation software skills (e.g., Microsoft Office, etc.)
Master's degree in Business Administration, Finance, or related field, or the equivalent combination of education, training, and experience
Hours: Monday - Friday, 8:00AM - 4:30PM
Location: VA, DC and MD areas
About Us
You have goals, dreams, hobbies, and things you're passionate about-what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them-friends, family, and passions. And we're looking for team members who are passionate about our mission-making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:
- Military Times 2022 Best for Vets Employers
- WayUp Top 100 Internship Programs
- ForbesR 2022 The Best Employers for New Grads
- Fortune Best Workplaces for Women
- Fortune 100 Best Companies to Work ForR
- ComputerworldR Best Places to Work in IT
- Ripplematch Campus Forward Award - Excellence in Early Career Hiring
- Fortune Best Place to Work for Financial and Insurance Services
Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
REQNUMBER: 14814
