Director, Retail Branching

Role summary

Director, Retail Branching is a full-time role at Sunward Federal Credit Union in Albuquerque, New Mexico, United States (on-site). Posted 2026-10-03. Experience level: 10+.

Job title

Director, Retail Branching

Company

Sunward Federal Credit Union

Location

Albuquerque, New Mexico, United States

Work arrangement

on-site

Employment type

full-time

Category

Retail

Experience level

10+

Date posted

2026-10-03

Job description

Description

Job Summary:

A Regional Director of Branching’s objective is to provide outstanding member experience is accomplished and performance and growth goals are achieved by leading a team of branch managers in the retail banking network. This includes working and strategizing with branch managers to implement and foster business plans that focus on member experience and meeting the financial needs of our members, while also establishing and nurturing a culture of high employee engagement, committed to delivering on Sunward’s purpose of “Redefining the cooperative spirit in financial services”. With a strong oversight around soundness and efficiency in branch operations, implementation of branch performance objectives, diagnosing performance problems, addressing human resources and team management issues, and delivering exceptional member service. They also coach managers and partner with other Sunward lines of business to deepen member relationships. May lead up to 20 branch locations and will spend 80% or more of the week in-branch making observations and providing coaching.

Leadership:

Oversee the daily production and performance of up to 20 locations

Liaise with HR and OD to recruit, onboard, and retain top talent.

Provide constructive and timely performance evaluations.

Effectively coach, mentor, motivate, and manage the staff to ensure delivery of communications to employees in a timely and accurate manner while maintaining the Credit Union’s high standard of quality.

Maintain a cohesive, highly trained, and motivated staff to provide world class service, while managing the daily department demand.

Foster a collaborative, results-driven environment while adhering to established goals, metrics, and institutional values while being a catalyst of change management.

Spend time within individual branches to actively observe and coach service and branch managers on key aspects such as member experience and consultative process Empower

During branch visits, support and observe to ensure team members and resources are being leveraged appropriately (i.e. proper coverage by having the right staffing in the right place at the right time)

Provide managers with opportunities to learn and contribute on projects for development of skills that help them with their professional progress at Sunward

Work through complex human resource issues (such as terminations and other challenging employee relations issues) with managers to determine the appropriate next steps

Through role-modeling, teach managers how to develop innovative and creative ways (such as individual and team recognition, team building activities, and team spirit activities) to encourage, inspire, motivate, and support their teams

Sales and Service Performance:

Drive performance to obtain targeted results in new accounts, deposit products and service, and lending product referrals

Drive and manage branch revenue and production goals

Assess the capabilities and opportunities at each branch to create and implement specific actionable plans to improve branch performance

Forge strong partnerships with branch teams to offer holistic guidance to members, emphasizing consistent execution and responsible growth.

Engage with the team to discuss ongoing performance, identify opportunities, and address complex situations

Engage branch management in the development of initiatives that enhance the member experience

Serves as the primary point of contact for member experience enhancement and issue resolution.

Conduct branch assessments alongside management to identify best practices and areas of opportunity

Fulfills additional responsibilities as delegated by higher management.

Business Initiatives

Partner closely with the Vice President of Retail Branching for the overall consistent performance of all the branches.

Plan and contribute to the budget process, recommend staff and department additions, identify cost- saving solutions and focus on maintaining branch expenses within the approved budget limits.

Develop strong relationships with all Sunward stakeholders, exhibiting the Credit Union’s core values to enhance membership growth and loyalty.

Collaborate with Retail partners and the VP of Retail Branching to implement strategies and process improvements for their region that cultivate diverse revenue generation and ensure branch operational excellence.

Implement strategies and tactics to increase member loyalty and market share within their business partners.

Clearly communicate how each initiative aligns with Sunward’s Vision 2035 as well as the key performance indicators and objectives of the branch

Support and assist managers in prioritizing and creating a plan to effectively respond to change and support ongoing initiatives while maintaining focus on members and branch objectives