AVP, Branch Operations (Midwest II Region)

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: Remote *While it is always preferred for an AVP to reside within their assigned region, there are circumstances in which living outside the region may be acceptable. The AVP may reside outside the market if they remain within one time zone of the region they oversee and must have reasonable access to an airport that provides flights to nonlocal branches.

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