Easter Seals Jobs

Description

Note: All full-time positions include the option of $0 out-of-pocket premium cost for Employee Only PPO AND exceptionally low premiums for all other PPO coverage levels.

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2024.

Hours: Monday - Friday 8:00am-4:30pm. This position needs to be on site at HQ (at least three days a week) and routinely travel to the Branches. Must be available for additional hours to support operation business requirements.

Hiring Range - $275,670 - $ 344,588/annually

SUMMARY OF POSITION:

The Senior Vice President - Chief Experience Officer (CXO) directs the strategic operations of Branch Administration, the Member Service Center (aka Contact Center), Digital Solutions, Deposit and Insurance Products and Services, and Tower Wealth Management (investment and financial planning services).

The position is responsible for proposing and gaining support for Tower's member services strategies, and for establishing and implementing imaginative and effective programs in support of the Credit Union’s goals and member needs. The position collaborates with Senior Leadership, including particularly the President/CEO and the SVP Lending, in deciding member service strategy and initiatives, and evaluating results. As a member of the Credit Union’s Senior Leadership Team, and functioning as a key executive, the CXO is also accountable for timely and effective leadership through managing and/or coordinating significant projects of the Member Services Division. Duties include staff selection, evaluation and development of direct reports, the creation of budgets and policy implementation.

The CXO is responsible for identifying new branch locations through the analysis of concentrations of existing member households, financial breakeven calculations and competitive market/demographic conditions. Once a new location is identified, the incumbent will obtain Senior Leadership/Board of Directors approval, and determine staffing, technological, branch design and budget requirements. The incumbent also identifies opportunities for the closure/reorganization of existing branches to maximize member service, minimize costs of service delivery and increase deposit and loan household relationships.

This incumbent participates as/when needed in Senior Leadership Team meetings to ensure effective communication of needs and priorities and assists in shaping and garnering support for member services strategies. The CXO implements policy decisions, assures high quality and efficient member services and programs, manages strategic action projects and is a permanent member of the Senior Leadership, ALCO, and IT Steering Committees.

The incumbent is responsible as a Team Leader/Member for specific functional legal/regulatory compliance, as outlined and maintained on TowerNet (intranet). In the role of Team Leader, the incumbent provides an annual attestation regarding the effectiveness of applicable compliance related policies and procedures for assigned regulations and laws. In the role of Team Member, accepts responsibilities at the direction of the Team Leader.

The CXO will coordinate and control other activities of the credit union to include: closure (partial or full business days) of credit union operations due to inclement weather conditions; and updating Tower’s Service Delivery Plan; establishing annual bonus, incentive and goals for direct reports and teams.

The incumbent will also work with other members of senior leadership and other key stakeholders at Tower to proactively support and build relationships with our Sponsor. The primary area of focus will be with the department of Installations & Logistics (I&L) and Human Resources to better support the Sponsor’s long-term strategic goals. Serves as one of the primary points of contact with the Sponsor.

Principal Accountabilities and Functions

Directs credit union member services functions including Branch Administration, the Member Service Center (aka Contact Center), Digital Solutions, Deposits and Insurance Products, and Tower Wealth Management (investment and financial planning services).

Works with Internal Audit in the spirit of partnership, collaboration and effective communications to drive a safe and sound financial environment.

Directs the Member Services units to ensure a trained, motivated, professional staff capable of achieving the Credit Union’s current and future goals.

Leads development of and implements approved Tower member services strategies; establishes imaginative and effective objectives, initiatives, and programs in support of Tower’s long and short-term goals and objectives.

Pro-actively collaborates in the facilitation of on-going communication and coordination between divisions to support attainment of goals, objectives and projects.

Collaborates with Tower’s Senior Leadership and VPs to achieve support and coordinate efforts to maximize the effectiveness of Tower’s goals and initiatives. Attend Senior Leadership Team meetings to support the formulation and implementation of plans and initiatives.

Identifies new branch location opportunities, recommends the closure/reorganization of existing branch operations, obtains Senior Leadership/Board of Directors approval and determines technological, staffing, branch design and budget requirements.

Leads key credit union projects and performs other duties as may be requested by Tower’s President/CEO.

Proactively monitors internal and external member services environments and makes timely recommendations to Senior Leadership and TFCU’s Board of Directors as needed.

Accepts either primary or secondary responsibility for specific legal and/or regulatory compliance activities. This responsibility may include, but not be limited to, a range of actions (e.g.: compliance monitoring and reporting, developing materials and communications, serving as liaison to external authorities, providing education to employees, conducting audits, participating in training updates, etc.) as determined by the position level or delegated authority from senior management.

Establishes annual bonus, incentive and goals for direct reports and teams.

Decide if business operations of the credit union are to be closed due to inclement weather conditions.

This position needs to be visible at HQ (at least three days a week) and routinely travel to the Branches.

Required Qualifications

Requires a bachelor’s degree from an accredited four-year college or university, master’s degree preferred in accounting, finance, economics, marketing or related field.

At least 10 years directly related work experience serving in a management and organizational leadership role, with P&L responsibilities in a financial services environment, with accountability for multiple departments (examples may include: retail branches, retail operations, back-office operations, contact center operations, digital operations, financial services, small business banking, consumer lending, mortgage lending, marketing operations, insurances services, etc.).

Additional graduate education and/or completion of applicable banking certifications, plus previous executive (divisional or corporate level) experience working/liaising with community and clients, trade association groups and boards of directors is highly preferred.

At least 10 years of demonstrated ability to hire, coach, develop, and evaluate the performance of subordinate supervisors/managers of financial services operations.

Through prior work experience demonstrating the ability to build collaborative working relationships and to consistently make effective decisions, despite frequent interruptions and while managing a heavy volume of operational and project work.

Excellent communications and presentation skills required; with frequent needs to meet with and influence the Board of Directors, management at all levels, and other employees.

Previous successful experience in sales and/or relationship management role responsible for goal attainment.

Knowledge, Skills and Abilities

Ability to effectively work with mathematical concepts that apply to profitability, trend analysis, variance analysis and correlation.

Ability to create and format word processing and spreadsheet documents, including graphs.

Ability to operate Microsoft office applications (i.e. Word and Excel).

Ability to understand and analyze financial, technical and operational data, and develop reasonable conclusions-recommendations based on analysis.

Ability to apply basic accounting rules, budgets and procedures.

Ability to operate PC in an Internet environment and to assist others with such operations.

Ability to become proficient in the front and back-end operations and administration of member services delivery platforms.

Ability to read, analyze and accurately interpret/apply business periodicals, professional journals and government regulation articles and emerging issues to support the credit union’s decision making and operations.

Demonstrated ability to motivate staff, maintain and reinforce morale, and build a collaborative work team environment.

Ability to write technical reports, business correspondence and procedure manuals for a diverse audience.

Ability to provide explanations or instruction in one-to-one situations either in person or over the phone.

Ability to make persuasive presentations on controversial or complex topics to employee groups, Senior Leadership, the Board of Directors and groups outside of Tower Federal operations.

Ability to develop practical solutions for problems with abstract variables in ambiguous or novel situations.

Ability to define problems, assemble data, establish facts and draw valid conclusions.

Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Ability to identify cause and affect relationships to evaluate risks versus potential return.

Ability to promptly resolve member/staff issues and problems related to all applicable delivery systems.

Ability to effectively negotiate.

Ability to initiate long and short-term planning that supports credit union business plans.

Ability to allocate and manage resources effectively, within budget parameters.

Ability to prioritize diverse job assignments and meet established deadlines.

Ability to successfully manage multiple complex projects.

Ability to develop action plans and organize workload, of self and others, to accommodate competing deadlines and projects.

Ability to work effectively under stress and arrive at work routinely and promptly.

Ability to resolve controversial or delicate matters skillfully and on a timely basis.

Ability to provide constructive feedback and coaching to others.

Ability to motivate and influence others to take action.

Ability to function as a competent professional, interacting with outside vendors, financial institutions, auditors and regulators.

Ability to interact effectively and proactively establish- manage collaborative working relationships with staff, colleagues, and managers.

Ability to effectively represent TFCU to members and/or with industry groups.

Ability to facilitate group discussion and gain consensus.

Ability to maintain sensitive and confidential information.

Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.

Working Conditions

Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate. Must be able to work before and after standard business hours.

Ability to lift up to 15 lbs., with or without assistance, in compliance with ADA

Must be able to travel to branches and other locations on an ongoing bases and at varying hours.

Ability to maneuver in/out of offices and facilities (public and private), meet with vendors and service providers, both scheduled and unplanned, at off-site locations.

Must be able to work in the office and/or at branch locations at least three days week

Sufficient sight and dexterity to read and/or manipulate manual and electronic reports, documents, faxes, letters, and retrieve such data from computers and other information systems.

Ability to effectively communicate verbally, either independently or with minimal accommodation