Job Title: Vice President of Retail Banking

Department: Operations

Reports To: Chief Operations Officer

About Webster First Federal Credit Union

Established in 1928 and driven by a goal to make life more comfortable for our community, Webster First Federal Credit Union has grown to an over one-billion-dollar financial institution, serving over 90,000 members across our banking and lending services. Our mission is to leverage who we are as a credit union to empower our members to live their best financial lives. We focus on members, not profits, and our values of strength, exceptional service, and “New England authenticity” are at the heart of everything we do.

We can’t do it without an exceptional workforce! With approximately 250 employees spread across 15 locations in Massachusetts, Webster First Federal Credit Union is committed to empowering a diverse and inclusive workforce that is representative of the community we serve. Our members come from all walks of life and, not unintentionally, so do our staff. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger.

Summary

The Vice President (VP) of Retail Banking provides leadership and sets strategic direction for the Credit Union’s retail delivery network, including branch operations, member experience, and frontline sales and service performance. Reporting to the Chief Operating Officer (COO), this role is responsible for translating organizational strategy into consistent, high-performing branch operations that drive member growth, engagement, and satisfaction.

Essential Duties And Responsibilities

Member Experience, Service & Sales Culture

Champion a proactive, member-focused service culture across all branches while embedding a robust sales culture that drives growth in deposits, loans, and other retail products.
Develop and implement consultative sales strategies that prioritize understanding member needs, recommending appropriate products, and building long-term relationships.
Drive initiatives that support member acquisition, retention, and product penetration.
Partner with Training and Development to deliver ongoing sales training programs, including product knowledge, cross-selling techniques, and compliance requirements.
Utilize data-driven insights (e.g., product penetration rates, member adoption metrics, Net Promoter Score) to identify opportunities for sales growth and service improvement.
Ensure all sales activities are conducted ethically, transparently, and in alignment with the credit union’s values and regulatory requirements.
Lead initiatives to enhance the member experience by integrating sales efforts with personalized service.
Encourage collaboration between branches and departments to share best practices, success stories, and innovative approaches to sales and member engagement.
Implement initiatives for continuous improvement in both sales and service delivery.

Executive & People Leadership

Provide direct leadership, coaching, and performance management for Vice Presidents of Branch Administration, ensuring accountability for results across their respective regions.
Set clear expectations, goals, and performance standards for retail leadership and cascade accountability throughout the branch network.
Build a strong, engaged leadership bench by identifying, developing, and retaining high-performing retail and branch leaders.
Foster a culture of collaboration, accountability, inclusiveness, and continuous improvement across all retail teams.
Meet with Chief Operations Officer regarding operational issues and overall operational policy and procedural performance of employees and branches.
Partner closely with Human Resources on succession planning, leadership development, workforce strategy, and engagement initiatives.

Strategic Leadership

Develop and execute the retail banking strategy in alignment with the Credit Union’s mission, values, and enterprise goals.
Serve as a key member of the senior leadership team, contributing to organizational planning, performance, and culture.
Identify opportunities to enhance the branch model, delivery channels, and member experience in response to evolving member needs and market trends.

Financial & Performance Management

Own retail banking performance metrics, including branch productivity, staffing models, and expense management.
Partner with Finance and executive leadership to develop and manage budgets for retail operations.
Use data and reporting to assess performance trends, identify risks, and recommend corrective actions.

Risk Management & Compliance

Ensure adherence to all applicable laws, regulations, and internal controls impacting retail banking and branch operations.
Partner with Operations, IT, Risk, and Compliance to ensure branches operate efficiently, securely, and in full regulatory compliance.
Proactively identify operational, reputational, and compliance risks within the retail network and address them appropriately.
Support audits, examinations, and regulatory interactions related to branch operations.
Promotes overall BSA compliance by adhering to all BSA and OFAC regulations specific to the job function and assisting the Credit Union’s BSA department as necessary with any departmental function specific items.
Actively promotes the security and privacy of member and employee information through adherence to both information security and physical security policies, procedures, and governing regulations. Training will be completed at least annually for Information Security topics, BSA, and GLBA; annual BSA training will be position specific. Annual training will also include courses on any of the following regulations as they relate to the position described herein: SAFE ACT, Regulations B, C, D, E CC, DD, and Z as well as any training deemed necessary to promote adherence to applicable regulatory requirements.

Qualifications/Requirements

Strong sense of discretion and ability to handle sensitive and confidential information with integrity.
Collaborative mindset with a focus on being a supportive team member and providing excellent internal customer service.
Growth-oriented attitude with curiosity to learn and adapt in a constantly evolving financial services setting.
Problem-solving approach with attention to detail and ownership of outcomes.
Clear and professional communication skills, both written and verbal.
Proven ability to develop and execute multi‑year retail strategies that drive membership growth, deepen relationships, and strengthen the credit union’s competitive position.
Demonstrated success leading multi‑branch networks, contact centers, and retail support teams with a focus on coaching, accountability, and high‑performance culture.
Experience designing and implementing service standards, training programs, and experience‑improvement initiatives.

Education/Training Experience

Bachelor’s degree required; advanced degree preferred.
5-10 years of progressive leadership experience in retail banking, branch operations, or financial services.
Demonstrated success leading multi-site branch networks and senior-level leaders.
Strong financial acumen with experience managing budgets, performance metrics, and operational efficiency.
Deep understanding of member experience, frontline sales, and service delivery models.
Experience within a credit union environment strongly preferred.

Physical Demands & Work Environment

This role primarily takes place in a professional office environment and involves sedentary work, at a desk or teller station, using a computer, and engaging in phone or video conversations. The noise level is generally moderate. Employees may need to sit or stand for extended periods, move about the office, and occasionally lift, push, pull, or carry items up to 20 pounds. Some repetitive motion including movements (motions) of the wrists, hands, and/or fingers. Employees are required to have visual acuity to perform activities such as transcribing, viewing and using a computer, and reading documents, as well as the ability to communicate verbally with colleagues, supervisors, members, and visitors. Reasonable accommodations will be provided as needed.

Webster First Federal Credit Union

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