The Director, Virtual Delivery will lead and execute strategies that drive innovation and interconnectedness between different Delivery channels (branches, contact center, digital channel, membership development). In this role, the Director of Virtual Delivery will spearhead strategic initiatives that extend reach, drive adoption of this new channel, build acquisition opportunities for the credit union, and create areas of seamless channel navigation for our members. The ideal candidate will be ... more details
About Patelco Credit Union Patelco Credit Union is a not-for-profit credit union with a purpose to build financial health and wellbeing for our members. Since 1936, Patelco has grown from $500 in assets to over $9 billion in assets and is the 7th largest credit union in California with branches throughout Northern California. We are here for our members throughout all their stages of life. Meeting them with the products and services to help them plan purposefully for their futures and to secure our life-long partnership as their trusted financial advocate. As one team, we are all committed to delivering service, empowering financial literacy, creating products, and providing new technology for our members. We believe that work should be rewarding, challenging, and enjoyable. We’re dedicated to creating a positive and supportive culture where our team members can thrive. If you’re looking to use your skills and knowledge to make a difference in our members’ lives, Patelco could be the perfect fit for you. Overview The Director, Virtual Delivery will lead and execute strategies that drive innovation and interconnectedness between different Delivery channels (branches, contact center, digital channel, membership development). In this role, the Director of Virtual Delivery will spearhead strategic initiatives that extend reach, drive adoption of this new channel, build acquisition opportunities for the credit union, and create areas of seamless channel navigation for our members. The ideal candidate will be a strategic and innovative thinker, a strong collaborator and partner, be digitally and technologically savvy, and influential in communication and team mobilization. This leader should understand delivery channels today, while also understanding how Virtual channels play a role in the evolution of delivery channels for the future. The leader in this role actively contributes to the overall organizational strategies and mission. Responsibilities Leads the Virtual Delivery functions of today (video and phone banking, Chat, SMS/text messaging, conversational AI, digital new account opening and onboarding) with an eye on future functions that support overall Virtual Delivery and organizational strategies. Builds and executes innovative strategies that grows the virtual channel, creates efficiencies, improves member experiences, and develops the seamless interconnectedness of delivery channels while supporting our financial health and wellbeing mission and vision across all virtual channels. Collaborates with leaders and stakeholders of various levels across the organization that drive synergies, expand service/platform offerings, and enhance the overall value of the channel. Identifies, works to implement, and leverages technological solutions to improve team efficiency and effectiveness. Stays up to date on latest market trends that speak to areas of responsibility today with an eye on future advancements in platforms, offerings, efficiency, member experience, and growth/scale. Ensures all team members are trained in all respective functions within Virtual Delivery through effective communication, implementation of new/revised policies and procedures, learning and development programs, and cross training. Manages and leads team members through a changing environment and resolves stressful situations with tact and diplomacy. Partners across the organization to increase member self-serve options and adoptions. Develops strong partnership with Marketing in the promotion of Virtual channels with an eye on increasing adoption and acquisition opportunities for the credit union. Develops and expands virtual functions that support our members and mission, while providing growth and acquisition opportunities for the credit union. Ensures member journeys through Virtual channels create engagement, seamless connections, drive awareness and adoption of products services, and grow channel usage. In partnership with Digital and Technology teams, help to define the future member experience, design, architecture, and implementations of how Patelco collaborates with members using AI, machine learning, chatbots, and other technologies across all channels to anticipate and solve member issues while improving business results. Develops ways to effectively engage with members in different life cycles (new, single service, or inactive) through a financial wellness lens to increase engagement and loyalty to the CU. Identifies, creates, and implements strategies internally and externally that complement the member onboarding experience, drive awareness and adoption, and increase member participation and engagement. Builds, oversees, and leads the integration and optimization of virtual delivery platforms (video banking, chat, SMS/text, conversational AI, etc.) that give ability to scale, grow acquisition opportunities, and that create better member and team member efficiencies and experiences. Develops and implements necessary department programs, policies, and quality assurance and member experience standards that drive team member growth and development, productivity, operational efficiencies, increased member satisfaction, and overall channel growth. Understands gaps and opportunities in department, plans, execution, platforms, and interconnectedness with other channels and develops a roadmap that addresses and improves necessary area(s). Monitors, inspects, and coaches to branch processes in areas of member experience, member participation, productivity, and operational excellence. Manages and executes talent strategies related to hiring, onboarding, skill development; conduct performance monitoring and reviews, and provides ongoing and consistent feedback and coaching. Fosters a mission driven culture, focused on team member engagement and team well-being. Lead a remote team while fostering an inclusive and respectful work environment. Ensures adherence to policies and procedures by emphasizing the importance of job expertise, skill knowledge/development, and successful problem resolution to eliminate service gaps that impact our member experience. Manages and mitigates underperforming and declining results in member experience, productivity, acquisition, and risk/operations space; develop quality action plans and completes performance improvement plan as necessary. Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union's policies and procedures. Performs other duties as assigned. Qualifications Bachelor’s degree in Business, Management or related discipline Minimum 10+ years of progressive experience in the financial services industry with a record of success supporting a fast-paced business organization, providing strategic and technical expertise while applying best practices and leveraging cross functional relationships. 5+ years’ experience in leading a team preferably in a delivery channel environment (branch, virtual, contact center, and/or digital). Tech-savvy and expert with Microsoft Suite (Word, Excel, PowerPoint) Strategic and innovative thinker with ability to develop, gain buy-in and execute new strategies and tactics. Proven analytical and problem-solving skills. Use facts and data to identify trends, and analyze Virtual Delivery performance and impact across the CU. Ability to successfully drive people, process, and technology change in a dynamic and complex cross-function operating environment. Travel required within retail branch network/HQ/Merced Ability to work on a computer for extended periods of time. Must be able to sit for extended periods of time. This role eligible for hybrid work arrangements. Target Base Pay $129,605 - $162,015 / per year Compensation at Patelco Please note that the salary information is a general guideline only. Patelco Credit Union considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits. We Offer Physical Health: Exceptional Medical, Dental, Vision, and Life Insurance benefits Rewards for completing wellness related activities Financial Health: Competitive compensation packages with bonus opportunity 401(k) with 3% Safe Harbor and 5% employer match Discounts on loan products Tuition reimbursement Emotional Health: Employee Assistance Program (EAP) PTO for part-time and full-time positions Paid holidays Personal Development: On-the-job training and skills development Internal transfer opportunities for career growth Volunteer work IND123
