Assistant Vice President of Branch Operations in Austin, Texas at United Heritage Credit Union

We have an exciting career opportunity for an experienced Assistant Vice President of Branch Operations (AVP) to join our growing Branch Network at UHCU! Working alongside our Vice President of Branch Operations, this position will provide strategic leadership and oversight for multiple UHCU branches, ensuring operational excellence, consistency, and a best in class member experience.

In this role, you will lead and develop a team of Branch Managers, supporting their success through coaching, mentorship, performance management, and strategic guidance. You will play an important role in driving branch performance, member growth and retention, operational efficiency, and member satisfaction while ensuring consistent execution of policies, procedures, and regulatory requirements. The ideal candidate is a strategic and hands-on leader who understands the complexities of branch operations and is passionate about developing people, strengthening processes, and delivering an exceptional experience for both members and employees.

ESSENTIAL RESPONSIBILITIES:

• Provide strategic direction and leadership to branch teams:
• Lead, coach, and develop Branch Managers through ongoing feedback, individual development plans, performance reviews, and mentoring.
• Oversee multiple branch locations, promoting operational consistency, strong communication, and effective leadership through regular branch visits and team meetings.
• Support effective staffing, recruiting, selection, onboarding, training, and succession planning throughout the Branch Network.
• Promote UHCU's culture, philosophy, values, and service standards while fostering an environment of accountability, teamwork, and continuous development.
• Handle complex escalated employee and member concerns, providing guidance and support to ensure timely and effective resolution while keeping the VP of Branch Operations informed of significant issues and trends.
• Drive sales performance and service excellence: Lead sales and service initiatives, establish and monitor branch goals, analyze performance metrics, and identify opportunities to improve productivity and results. Evaluate incentive programs and payout effectiveness, and partner with the VP of Branch Operations to develop improvement strategies for underperforming branches.
• Support the development and execution of annual branch strategies, providing insight into product offerings, market conditions, industry trends, and opportunities to strengthen the Branch Network.
• Work through Branch Management to oversee day-to-day branch operations, workforce planning, and achievement of organizational and departmental goals.
• Promote operational excellence and efficiency: Evaluate existing branch processes, systems, and procedures to identify opportunities for improvement. Recommend and implement policies, procedures, and programs that enhance efficiency, strengthen internal controls, and support consistent branch operations.
• Serve as a subject matter expert in branch operations, systems, products, and regulatory requirements. Monitor compliance and quality control to ensure branches operate in accordance with applicable federal and state regulations and UHCU policies and procedures.
• Collaborate with internal departments and participate in organizational initiatives and projects, providing branch operations expertise and representing the needs and goals of the Retail Network.

Minimum Qualifications:

• Bachelor’s degree from an accredited college or university in Business Administration, Management, or other related field. Any equivalent combination of education, experience and training consistent with the related knowledge, skills and abilities will be considered.
• Minimum 5 years of experience in a branch management role or related industry with past roles showing a progression of increasing responsibility with branch operations, sales and service initiatives, proven performance in gathering and interpreting data and managing compliance standards and procedures.
• Minimum 5 years of leadership experience with knowledge of creating functional strategies and specific objectives for retail branches; including responsibilities for hiring, training, assigning work, motivating and managing staff.
• Familiarity with developing KPIs and development of incentive programs and sales plans.
• Knowledge of customer satisfaction reporting, analysis and interpretation of data into actionable plans.
• Demonstrated knowledge of credit union federal and state regulations, products, policies, procedures and services.

Preferred Qualifications:

• Minimum 7 years of demonstrated financial institution related experience with progressive responsibilities related to retail branch operations preferred.
• Minimum 7 years of leadership experience with demonstrated responsibility for creating functional strategies and specific objectives for a branch team.
• Experience managing a team of at least 20 direct/indirect reports.
• Knowledge of policy and procedure creation.
• Symitar experience is preferred.

About United Heritage Credit Union:

The Credit Union was established in 1957 as an Austin-based credit union, and over 65 years later we continue to serve communities in Central Texas, Austin and Tyler communities, as well as those that live in the rest of Texas through TXCC membership. Through innovative technology, exemplary service standards and competitive products, United Heritage continues to be a strong force in the credit union industry. UHCU has over $1.7 billion in assets, more than 78,000 members, 11 branch locations, and approximately 230 employees. We are a full-service financial institution whose vision is "To be your primary financial institution." Being part of our credit union means being part of our community.

UHCU Offers:

• Competitive Benefits Package
• 401(k) options (Pre-Tax and/or Roth)
• Generous paid time off (PTO)
• Education Reimbursement Program
• Opportunity to Advance!

Important Note: We take hiring very seriously. Interviewing at UHCU may include phone interviews, as well as 1st & 2nd round interviews. We are unable to follow-up with each and every applicant, but we do our best to run a thorough process for candidates whom we identify as a potential fit. We will be sure to contact you if that is the case!