Director of Virtual Delivery

Responsible for leading, planning, organizing, and directing all FirstLight Federal Credit Union's Virtual Delivery Operations including Call Center, Chat, Email, Video Banking, and Video Tellers. As an integral part of the Retail Management Team, this leader works jointly with other Retail Directors to execute initiatives that drive best-in-class member experience that leads to member growth. Fosters a virtual delivery team of trusted financial advisors to educate members on their personal finances that help them improve their lives and achieve their dreams.

Leads the virtual delivery and call center teams to achieve member service objectives in line with the credit union's mission, core values, and business objectives including but not limited to creating a best-in-class member experience that results in deepening and expanding the member-relationship through the products and services offered by FirstLight FCU. Oversees the Virtual budgets and business performance and promotes optimal and cost-effective operations. Supervises and appraises the activities of subordinate managers. Implements appropriate policies, procedures, and training to ensure quality member service is delivered.

EDUCATION/CERTIFICATION:Bachelor's degree in business, management or related field or any combination of education and experience.

REQUIRED EXPERIENCE:Seven (7) years of experience in branch or financial operations. To include five (5) years of management experience in financial institution.