Vice President, Service Excellence

Vice President, Service Excellence

Full Time Permanent, Remote in Manitoba

Starting salary - $199,610.87 annually

Grow your career with one of Manitoba's Top Employers since 2014.

At Access Credit Union, we support a professional and innovative work environment with a corporate culture that uniquely embraces empowerment, accountability, and trust. We recognize and value each employee's contributions to our success, which is why we offer competitive compensation, 100% company paid health benefits, employer-matched pension plan, continuing education, and career advancement opportunities within our credit union.

At Access Credit Union, our values are straightforward:

• Do good
• Be better
• Own it
• Move forward

The Vice President, Service Excellence provides leadership and direction to the Retail banking team. The VP has overall leadership responsibility for the retail banking operations, including member service, human resources, financial performance, risk management, policy and process development and implementation, as well as community and stakeholder relations.  This position is responsible for developing and direct operations to drive growth and revenues, productivity and promote high quality member satisfaction while building relationships and ensuring the integration of strategic plans with operations.

This is a remote position however the successful candidate must reside in Manitoba.

Key Responsibilities and Accountabilities

• Lead, coach and provide clear direction to the Retail Banking team.
• Collaborate with Credit Risk team, and senior leaders with the branch network to achieve organizational growth goals while balancing and managing risk.
• Develop and maintain working relationships with all Access Civic Credit Union leaders and employees.
• Communicate the credit union's vision, values, and strategies in a way that builds support and commitment from employees.
• Establish the overall vision and direction for the implementation of strategic planning goals and objectives into department operational and individual staff goals, monitor and report on activities on an on-going basis to ensure compliance and optimum performance. Develop and implement strategies to improve performance, as required. Communicate all operational policy and procedure changes to staff.
• Ensures continuous improvement occurs in sales and service delivery capabilities, that maximize growth and optimize efficiencies.
• Identifies key priorities and initiatives utilizing technology, tools and resources.
• Provides input and helps develop and execute long and short-term initiatives required to achieve Access' annual business plan.
• Develop and maintain a network in the community to enhance the credit union's visibility and build a strong referral source for new potential business.
• Foster commitment to the concept of relationship banking through the execution of programs and procedures that will ensure exceptional member service is always provided. Monitor the level of member service provided by all staff, provide coaching when required.
• Execute campaigns that contribute to department and organizational objectives. Ensure all staff actively participate in selling/promoting Access Credit Union products/services so that individual, department and organizational goals are achieved.
• Establish performance standards, evaluate performance of department staff, and identify training and development needs
• Act as an ambassador for the Credit Union through professional and personal involvement in the community and / or Credit Union system.
• Ensure organizational adherence to policy, compliance, privacy, applicable government regulations and legislation, and ensure appropriate internal branch controls are followed and reported on as required.
• Provide input as required to the CEO in the preparation of the organization's business plan and annual budget, analysis of reports and information.

This list is not inclusive and other tasks and/or responsibilities may be assigned by your supervisor.

Essential Qualifications

• Degree from a recognized university in business, finance or related field required
• Minimum five to seven years related lending experience; or equivalent combination of education and experience
• Master of Business Administration (MBA) preferred
• Minimum of five years' experience in a leadership role, preferably in financial services
• Ability to motivate teams and simultaneously manage several projects
• Strong knowledge of fiscal management and responsibility, business finance, capital funding, contracts, and partnerships
• A clear and solid understanding of the issues faced in the financial services sector, including, but not limited to, credit union governance, legislative requirements and responsibilities, etc.
• Strong interpersonal and communication skills, both verbal and written
• Attention to detail with high degree of accuracy
• Ability to work in fast-paced environment and perform well under pressure
• Ability to prioritize using sound judgment to make timely and effective decisions
• Knowledge of Access Credit Union's products and services
• Ability to follow standardized policies and procedures
• Proficient computer skills

Are you ready to?

• Be an ambassador for our brand, values and products
• Ensure things get done efficiently
• Go home each day feeling accomplished
• Challenge the status quo
• Build a career
• Continue learning

If you are interested in this position, apply today at Access Careers. Application deadline is January 10
th
, 2026.

We welcome diversity, value inclusion, and take pride in our vibrant corporate culture. Our team is a reflection of the members we serve and the communities we live in.

Access Credit Union welcomes applications from people with disabilities. Applicants may request reasonable accommodation related to the materials or activities used throughout the selection process.