Director, Retail Experience District

Position Summary

Principle Duties and Responsibilities

Leadership:

• Willingness and ability to exhibit Wellby Core Values every day.
• Works with purpose and is driven to provide the best team member experience.

• Attract, hire, and develop a high-performing team responsible for retail channel management, including providing expertise and recommendations to deliver exceptional member and team member experiences. 
• Provide coaching and insights that lead to an enduring organization, providing exceptional experiences and meeting operational goals by district, branch, and team member.
• Conduct quarterly professional development conversations with team members, discussing next quarter’s development goals.
• Champion change with the team and around the organization.
• Remove barriers between business units and collaborate cross-functionally.

Member Experience:

• Conduct branch visits to each district location at least bi-weekly to ensure consistent execution on member experience framework and to build relationships with all team members.
• Partner with Product Management and Digital to recommend best-in-class experiences for solutions. 
• Collaborate with Talent & Development to propose training materials to executive leadership that will assist the Solution Center team members in successfully delivering on business goals.
• Identify opportunities to improve operational effectiveness.  Deliver recommendations to executive leadership.

Team Member Experience:

• Ensure team members understand both how they contribute to the end-to-end member experience / financial success and how to provide exceptional member experiences.
• Create a work environment that supports innovation, creativity, teamwork, and diversity to enhance the organization’s ability to recruit and retain high caliber team members.
• Lead cross-functional manager teams that work on process improvements, recognition, leadership and other related topics.
• Benchmark team member performance with experience level and collaborate to support them in their professional development.

Branch Strategy Development:

• Follow trends in the market, industry, and technology to make recommendations to branch vision and roadmap that supports the organization’s strategic vision.
• Implement new technologies to further our ability to serve our members.
• Contribute to the success of organizational initiatives that impact the branch.
• Act as a branch Subject Matter Expert (SME) in initiatives.

Branch Metrics, Tracking & Reporting:

• Accountable for the performance of your district’s branch performance against Key Performance Indicators.
• Drive team efficiencies through use of new tools and resources.
• Partner with internal stakeholders and business analysts to develop reporting dashboards for leadership.

• Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby’s organizational functions and general operating policies and procedures.
• Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
• Knowledge of personal computer, utilizing Microsoft Office Suite and other software’s.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, and establish and maintain effective working relationships with other team members.
• Ability to coordinate several concurrent activities simultaneously.
• Ability to exercise independent judgment.

Supervisory Responsibilities

Complexity & Scope of Work

• The team member will ensure policies, procedures, and programs are consistently administered, aligned with organizational goals, and compliant with professional standards.
• The team member performs routine and generally related tasks without supervisory direction.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
• Courses of action are determined by established procedures and/or the Vice President of Branches
• The team member’s work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• The team member uses independent judgment in making decisions.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position.  Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings. 
• The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an adequately cooled, heated, lighted, and ventilated area.

Minimum Qualifications

• Bachelor’s degree in business administration or related field required.   
• A minimum of five (4) years of leadership experience required.
• Master’s degree in business administration or related field preferred. 
• Minimum six (6) years of leadership experience preferred.
• Demonstrated knowledge of coaching best practices.
• Proven track record with operational excellence.
• Experience in a technically advanced branch/financial services environment (use of CRM, modern core banking system, ITMs, video telephony, etc.) preferred.
• Bondable

For All Candidates

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