Director Member Experience

Location - Seaway and Valley Region (Kingston, Belleville, Trenton, Frankford, Pembroke and North Bay)

Major Responsibilities

• Assist the VP in supporting strategic planning initiatives
• Oversees the training, coaching, monitoring, supervision and guidance to the branch management team and direct reports in order to achieve sales and revenue targets
• Develops, manages and fosters high-performance sales culture for all branches that maximizes growth and promotes credit and service quality
• Coaches managers on activities for business development within their respective branches
• Ensures that branches adhere to operational and credit policies and controls
• Provides guidance to Branch Managers around local market analysis and branch annual operating plans
• Partners and collaborates with all member facing departments particularly Wealth and Mortgage Channels do drive business results and profitability for those segments in their region
• Filters and distributes communications in a timely manner.
• Leads coordination of Branch SWOT Analysis.
• Provides support to branches ongoing sales and product training to staff
• Coordinates and administers sales campaign with branch managers
• Works with branch managers' in resolving member issues and ensures staff adhere to branch complaints procedures
• Oversees monthly monitoring of Branch Reports including all sales reports and control reports with Branch Managers
• Ensures sales meetings and other sales fundamentals are ongoing within all the branches
• Ensures branches are up to date on all industry and corporate changes
• Ensures continuous referral system in place to optimize business opportunities
• Reports on a regular basis to the Region Head/VP progress of the individual branches with respect to results against Annual operating plan and overall operations
• Provide ongoing leadership in all areas of branch operation and sales
• Conducts quarterly reviews and performance appraisals for branch managers
• Partakes actively in Corporate Office initiatives
• Ensures employees adhere to code of conduct and service standards
• Oversees branch personnel issues
• Manage and take the lead in business development activities through creating and maintaining strong networking, community involvement and public relations initiatives to increase credit union visibility and enhance new membership growth for the region
• Develop and refer new business and opportunities for all branches within the region
• Oversees any revisions to cash control and security procedures as appropriate and when deemed necessary from a risk control framework.
• Works with branch management team in resolving member issues and ensures staff adhere to branch complaints procedures.

Expectations / Outcomes

• Achieve quarterly and annual sales goals within budget using key measurements of Performance Agreement, FUM, net income contribution and Net Member Growth
• Increase net membership growth, member engagement and member satisfaction.
• Build strategic business relationships.
• Formulate business development strategies.
• Satisfactory internal and external audits in addition to ongoing achievement of Operational Excellence targets.
• Increase branding and awareness of Alterna Savings through business development activities.
• Credit quality meets corporate expectations and risk is minimized.
• Knowledgeable sales & service oriented staff.
• Branches operate optimally in terms of staffing.
• Member/clients use bank/savings as primary financial service provider.

Qualifications

Educations / Certifications / Experience

• University degree / college diploma with a minimum of 10 years of relevant work experience.
• Completion of Canadian Securities Course or Investment Funds in Canada Course considered an asset
• Personal Financial Planning or Certified Financial Planner considered an asset
• Branch Compliance Course recommended but not required.
• Minimum 7 years of credit granting experience
• Significant experience in business development with strong contacts in the business community achieved through networking, community involvement and public relations
• Experience conducting SWOT analysis and using data to direct branch resources in the most efficient and effective manner

Knowledge / Skills

• Thorough understanding of sales process and sales management.
• Thorough understanding of coaching principles.
• Extensive knowledge of both credit and investment products.
• PC literate (familiarity with Windows and MS Office based technologies).
• Thorough understanding of Alterna Savings/Alterna Bank products and services.
• Working knowledge of applicable health and safety legislation and associated responsibilities.
• Solid knowledge of regulatory requirements associated with anti-money laundering and terrorist activity and privacy laws.
• Thorough understanding of Canadian Deposit Insurance Corporation and Financial Services Regulatory Authority (FSRA)
• Familiarity with Credit Union and Caisse Populaire Act and Bank Act.

Competencies

• Leadership
• Communication
• Decision making
• Problem solving
• Team work
• Planning and organizing
• Strategic planning mind set
• Time Management and Multi-Tasking
• Analytical

About Alterna Savings

Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking for over 115 years creating financial services that transform lives for the better, all while giving back to our community. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.

Alterna is the first full-service, member-owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network comprised of 40 branches across Ontario, a call centre and multiple digital channels. Members and customers also benefit from an industry-leading online brokerage and investment management services.

To learn more about Alterna Savings, please visit , X, Facebook, Instagram, or LinkedIn.

Working at Alterna

We are incredibly proud of our corporate culture, embodying our core values: Collaboration, Integrity, and Respect, where everyone works together towards a common goal; the financial wellbeing of our employees, members, and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for eight years running.

* We appreciate all applicants; however, preference will be given to candidates who most closely meet the qualifications, key skills, and competencies outlined above.

* Alterna is compliant with the Ontarians with Disabilities Act and our team strives to provide an accessible accommodation experience. If you have a disability and require accommodations during the recruitment process, please contact our Recruitment Team and let us know how we can accommodate you.