REDWOOD CREDIT UNION is a not-for-profit financial cooperative whose mission is to passionately serve the best interests of our Members, Employees and local communities. We have been rated “Best Places to Work” for 16 consecutive years and, in 2021, a top credit union in the U.S.
Redwood Credit Union is looking for a leader who is passionate about delivering best in class Member experience. The newly created role of Vice President of Sales and Service will lead the charge in improving/creating process, assess data and monitor activities that continuously improve our Member experience.
We’re a great place to work and widely recognized as a leader in the financial services industry.
WHAT YOU WILL DO (THE BIG STUFF):
The successful candidate will provide leadership, guidance, and oversight of organizational service delivery. You will direct, manage, and monitor service evaluation programs, service data, analysis, reporting, and annual goal setting; provide independent, objective assurance and consulting services designed to add value and improve the service operations of the Credit Union; direct and evaluate usage of all Service Monitoring Systems and Tools including the Total Member Experience (TME) tool. Direct service activities to achieve RCU goals and objectives. Responsible for the successful delivery of excellent Member Service as measured by the Net Promoter (NPS) tool and Member Concern programs used to drive continuous improvement in policies, procedures, programs, and operational excellence across the organization.
SERVICE LEADERSHIP AND MANAGEMENT
- Formulate, negotiate, and achieve organizational service goals related to Net Promoter and Total Member Experience.
- Manage and direct the Service Evaluation and Member Concern processes to drive organizational performance and success of service goal attainment.
- Develop and implement strategies to attain Member Service goals and objectives, measure progress, provide ongoing service analysis and implement adjustments as appropriate.
- Successfully cultivate and maintain key relationships with service stakeholders (i.e., Management, Teammates, Vendors).
- Provide recommendations to the Leadership Team to improve service, establish service controls, leading and driving implementation as needed.
- Serve on and/or direct committees to ensure effective interface among departments and branches and ensure that TME and NPS policies, programs, objectives, and goals are communicated and executed.
SERVICE PROGRAM MANAGEMENT
- Drive planning, coordination, and conduct as needed, regular service assessments of Branches and Departments, ensuring there are updates based on changes to business operations.
- Direct service projects to ensure service assessments are completed according to the annual service assessment plan.
- Direct the preparation of annual service reporting, preparing the final reports in accordance with the established guidelines.
- Manage quality assurance process and develop recommendations to mitigate service impacts of strategic and department projects.
- Report to SVP/Member Experience on service trends and issues.
- Recommend process improvement and service control opportunities to remediate/mitigate service trends/issues.
- Review and identify cost effective and efficient utilization of Redwood Credit Union resources.
- Drive the creation of routines and reporting that allows Branches and Departments to understand their Member Experience successes and actionable opportunities.
NON-ESSENTIAL FUNCTIONS
- Perform special projects, research, and analysis as requested.
- Serve in the absence of the SVP/Member Experience.
- Participate in staff, company meetings, and company events.
- Participate in community events, community volunteer boards and associations.
- Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
- Branch Service/Member Experience Manager(s)
- Training & Quality Assurance Manager
Required Skills
MINIMUM QUALIFICATIONS:
KNOWLEDGE, SKILLS AND ABILITIES
- Strong ability to plan, implement, and evaluate the achievement of goals, objectives, and work plans.
- Ability to lead, motivate, and supervise direct reports.
- Proficient in business communication.
- Ability to establish and maintain effective working relationships with a diverse group of people across organizational structures.
- Ability to analyze problems and opportunities, identify and evaluate alternatives, and develop sound, effective implementation strategies.
- Ability to gather, analyze, and evaluate facts to prepare relevant findings and recommend solutions.
- Ability to distinguish and manage confidential material and information.
- Ability to coordinate a variety of activities simultaneously and prioritize work.
- Thorough knowledge of modern management techniques and practices.
- Highly skilled in the operation of a personal computer and spreadsheet, word processing, and presentation software.
LICENSES AND CERTIFICATIONS
Ability to maintain a valid California driver’s license.
PHYSICAL REQUIREMENTS
- Ability to stand, bend, stoop, sit, walk, twist, and turn.
- Ability to lift up to 25 pounds occasionally.
- Ability to use a computer keyboard and calculator.
- Work environment is indoors; majority of the time is spent sitting at a desk.
Required Experience
A combination of education and experience equivalent to a Bachelor’s degree in business administration or a closely related field, and a minimum of twelve years’ experience with internal or external problem/risk management and/or quality assurance in financial services, and management experience.