SVP Retail Operations and Customer Experience

Job Summary

Seeking a dynamic SVP of Retail Operations and Customer Experience to lead and strategically direct our Retail Customer Experience, Closing, and Loan Servicing Teams. This role is pivotal in executing the companys lending and credit operational strategies and processes. This SVP will create alignment of business unit operations function to create synergies in serving customers holistically. Serving as a coach and mentor to Regional and Vice Presidents, focusing on talent development and effective team leadership. Inspire a vision aligned with the companys Strategic Framework and influence leadership decisions to meet business goals. Foster collaborative relationships within the agricultural industry, Farm Credit System and governmental sectors.

Essential Duties & Responsibilities

• Provide strategic leadership to Retail Customer Experience, Closing, and Loan Servicing. Ensure continual improvement in operational excellence and customer service quality. Promote a customer-centric culture to deliver exceptional service and drive growth in loans and related services.
  • Oversee team business plans, ensuring alignment with the companys strategic goals, operational excellence, and outstanding customer experience. Lead the consistent application of policies and procedures, ensuring regulatory compliance and alignment with company and industry standards.
• Cultivate and sustain key relationships with senior and executive leadership to support the development and implementation of the companys strategic direction and enhance the functions of the lending and credit operational teams.

Leadership Duties

• Empower teams to make decisions. Allow them to take initiative, providing access to information and resources and holding them accountable while encouraging them to contribute ideas and solutions.
• Provide team leadership, shared vision, and positive communications to achieve the Associations vision and strategy consistent with the Associations core values and team principles.
• Establish a positive, participative, and collaborative team environment that inspires creative, high-performing, continuous learning, and engaged team members. Utilize consensus decision-making, when appropriate, to diversify thinking and enable and empower teammates.
• Develop team members through coaching, training and development, opportunities, and on-going performance feedback.
• Develop and monitor the business plan and annual operating budgets.

Senior Leadership Duties (additional)

• Provide visionary thinking and develop strategies to reach Associations short-term and long-term goals.
• Ensure initiatives are implemented and adhered to Associations strategic goals.
• Serve as a Senior Leader representing the organization and senior leadership with internal and external audiences including providing cross-operational strategic input and direction.

Travel Time

• Percentage of time required to travel during the day - 50%
• Percentage of time required to travel overnight - 25%

Education Requirements

• 4 Year/Bachelor's Degree Preferred inBusiness Administration, Accounting, Finance, Agricultural Economics, Animal Science

Years of Experience

• 12 + years of experience, which may include prior senior leadership experience inBusiness Administration, Operations experience