Chief Development Officer - Higher Ed. jobs in Santa Ana, CA

Great Opportunity at Orange County's Credit Union

CREDIT UNION’S PURPOSE:  Simple Banking.  For People, Not Profit.

CREDIT UNION’S CORE VALUES:  Integrity, Service Excellence, Growth & Development, High Performance, Mutual Respect, Community, and Fun

Workplace Excellence.  Through our associates' opinions and voices, Orange County's Credit Union is a proud recipient of the Peter Barron Stark Best of the Best Award for highest associate satisfaction in the workplace! As a leading financial service provider with over 80 years of experience serving 123,000 members, Orange County's Credit Union is currently $2 billion in assets & growing.

Generous benefits including:

• Anthem Vivity HMO & Delta Care USA Dental - Orange County's Credit Union (OCCU) covers 100% of the associates' monthly premium
• Life insurance at no cost to employee.
• 401(k) – OCCU automatically contributes 3% of the employee’s earnings PLUS matches up to 5% of the employee’s contribution (dollar for dollar)
• Vacation hours – 24 days per year and rolls over year to year, and increases with tenure 
• Sick hours – 7 days per year and rolls over year to year
• Paid Holidays – 11 days per year plus 3 partial days
• Annual performance merit increases 
• Professional and personal development programs, including educational grants up to $2k per year, and step progression opportunities    
• Annual discretionary bonus 
• Professional, friendly work environment focused on achieving goals, recognizing successes, and excelling at member service.
• And more.

POSITION SUMMARY: The CMRO must be able to work well in a dynamic, growth oriented, and community centric environment. This leader will lead a team of over 150 Associates across all Member Experience oriented functions for the Credit Union, including retail banking and branches, operations, call center, loan servicing, collections, member service operations, marketing, public relations, communications, philanthropic giving, and community relations. The centralization of these member service functions and creating efficiencies cross-functionally between the groups is key as the organization continues to scale. The ultimate goal is to ensure all Member experience functions are aligned on service delivery. In addition to excellent leadership abilities and industry acumen, the CMRO will need to possess outstanding interpersonal skills with a track record of success building teams, gaining buy-in, and influencing positive organizational change. The ideal candidate will bring a demonstrated history of success leading dynamic teams in a high growth environment; possessing a hands-on proactive style that delivers solutions to support the business and its Members. This Member-centric leader plays an instrumental role in the growth and evolution of the Credit Union. Under minimal direction, develops alignment and delivers on a vision and strategy for marketing transformation in a digital, innovation-driven world, with the ability to strategically plan and road-map for the future.  Execution of strategies to promote a Member experience strategy and execution, brand and reputation management, which includes data analytics, customer insight, content customization, and optimization to drive highly targeted growth campaigns and activities. Identifies and leads community outreach strategies to engage key partners, civic officials, and community leaders. Design, deliver, and monitor Member-centric innovation, product development, business growth, and collaborate closely with peers, business partners, and our local communities.

ESSENTIAL FUNCTIONS:

• Lead diverse teams including Branches, Call Center, Loan Servicing, Community Development and Education, Member Operations, Member Experience, Marketing, and Membership/Business Development. Oversees and directs the Member Experience teams’ strategy, roadmaps and performance. 
• Participates in the decision making process as a member of the executive team and serves on the Asset & Liability Committee (ALCO), Security Committee, Senior Management Team, Portfolio Management Committee, and Enterprise Risk Management Committee.
• Monitors and ensures membership growth via on-boarding strategies and maintains a focus on retention of existing members.   Plans for the future growth and development.
• Continually examine member needs and concerns across all delivery channels and recommends changes that will result in easier and improved Member experiences.
• Implements a service and sales culture throughout the Credit Union to promote membership growth
• Promotes member service, advice & advocacy and community involvement, as well as engaging and developing the member-facing teams.
• Establish and coordinate sales and pricing, marketing strategies, member growth plans, programs, and functions to achieve origination, income, ROA, and deposit targets.
• Ensures member service standards exceed expectations.
• Identify opportunities to use data and predictive analytics that will result in greater Member product penetration and deeper relationships across a variety of channels.
• Provide leadership to continue the development of the Credit Union’s brand across all channels, products, and services to best meet the needs of current and future members.
• Oversees the Credit Union’s financial inclusion strategy to help the low-income population; including the strategic oversight of the Credit Union’s CDFI and LID certifications and grant programs.
• Supervises the Voice of the Customer (VoC) strategy to ensure Members' needs are at the core of the product development lifecycle.
• Enhance decision-making, prepare and interpret analysis and reporting from each department, where necessary, to executive leadership team, board members, and regulatory agencies.
• Foster a culture of employee engagement, excellence, evolving best practices, a thriving culture, and accountability.
• Selects, develops, motivates, and coaches Associates to achieve Credit Union goals.
• Evaluates work performance of Associates through timely and regularly scheduled coaching sessions and reviews; determines promotions, salary adjustments and corrective actions.
• Promotes relationship building with Members, including the identification of growth opportunities, and facilitates consultative cross-selling of products and services to members and potential members via all delivery systems.
• Collects and analyzes information from internal staff, member surveys and industry research to recommend and determine marketing and service approaches content and functionality.
• Maintains current knowledge of policies and procedures, laws and regulation changes, which impact the Credit Union and communicates this knowledge to the executive team to initiate changes.  Advises Associates of the changes and ensures compliance.
• Develops annual budgets and business plan including planning, forecasting and full profit/loss responsibility
• Researches, recommends and manages planning negotiation and contracts.
• Monitors competitors' to ensure the Credit Union is taking advantage of trends and provides data to make business decisions. 
• Analyze various statistics and the use of technology in all areas of operation and make recommendations for the efficient operation and growth of the Credit Union.
• Interfaces at all levels of the organization, community and industry.
• Interacts positively with other departments to build working relationships for self and team members.
• Fosters staff development through modeling, mentoring and coaching.
• Utilizes tact and good judgment to resolve issues and supports associates with difficult situations.

ASSOCIATE EXPECTATIONS:

• Consistently practices the Service Philosophy of “Put People First” exercising the Connect, Discover, Deliver & Wow components in every encounter with internal and external members, creating extraordinary experiences. 
• Cross sells and promotes credit union products and services as opportunities arise.
• Exhibits the Leaders at All Levels concept of Leading yourself, Leading Up, Leading across Teams, and Leading the Team.  
• Utilize personal Strengths to contribute to the Team and the Credit Union success, and exercise awareness of, and utilizes the strengths of others. 
• Possesses knowledge of, and complies with Bank Secrecy Act (BSA), monitoring and reporting suspicious activity and completing Currency Transactions Reports (CTRs) when appropriate. 
• Effectively conveys information.  Communicates with immediate supervisor and the team keeping others advised of progress and/or situations.  
• Displays behavior that matches the value of Mutual Respect by relating favorably at all levels within the organization.
• Supports and contributes to the Credit Union’s strategic plan, mission, vision, and values.
• Maintains good housekeeping, safety and security measures.
• Displays professional appearance.
• Utilizes stress in a productive manner and works well under pressure.  
• Cooperates with supervisor and with other Credit Union associates.  Projects good will and a positive credit union image.
• Complies with all Orange County’s Credit Union policies, service standards, safety standards, procedural guidelines, and regulatory compliance, and completes all assigned training. 
• Has regular and predictable attendance, which is essential.
• Cares for equipment and follows proper guidelines for use.

LEADERSHIP:

Undertakes continuous self-development of both functional and leadership skills. Focus and evidence of development in the following:

• Thinks strategically
• Executes for results
• Leads talent
• Develops personal proficiencies
• Fosters a shared equity of power
• Is self-regulating and has strong impulse control
• Exercises emotional intelligence
• Facilitates, not controls
• Inspires commitment
• Exhibits business financial acumen 

OTHER DUTIES: 

The preceding functions have been provided as examples of the types of work performed by associates assigned to this job classification.  Credit Union Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified associates can perform the essential functions of the job.

• Performs other work-related duties as assigned.
• May be a disaster recovery team member or take directives from a disaster team recovery member.

QUALIFICATIONS:

Experience/ Training/ Education:

• Bachelor’s degree required, Master’s degree preferred. 
• A minimum of fifteen (15) years combined retail/consumer banking experience with proven sales and operations management and people management skills.
• Strong management acumen and a proven track record of serving as a change agent by formulating and executing growth-oriented strategic plans that drive exceptional performance.
• Possess the ability to articulate the mission, goals, and priorities strategically and within the context of the Credit Union’s long-term objectives.
• Core competency of building and continually improving systems/platforms consisting of strategy, processes, metrics, roles/responsibilities, and rewards.
• Possess collaborative decision-making abilities to forge successful partnerships across organizational boundaries, at both senior and operational levels. 
• Strong problem-solving and analytical skills. Ability to proactively identify issues and inter-dependencies, and to devise effective solutions.
• Possess a clear vision of the consumer marketplace and products and services.
• Ability to recognize opportunities to utilize existing and emerging technologies to maximize effectiveness and profitability.
• Demonstrated leadership experience and impact in:
  1. building leadership teams;
  2. performance management;
  3. cost/benefit analysis of existing products and services;
  4. regulatory compliance; and
  5. senior level and board level interaction.
• Influencing and Negotiating – Outstanding capability to work within, and through, teams with sensibility. Serve as a change agent with an open and flexible approach.
• Process Management/Performance Management – High competency in managing resources and projects to achieve goals with attention to detail, commitment to timing, and within the framework of available resources. Strong ability to set clear and measurable objectives, delegate responsibility, differentiate performance, reward and recognize outstanding performance, and take appropriate action to correct low performance.
• Communication – Outstanding verbal and written communication abilities. Excellent ability to sell sales strategies throughout the Credit Union generating excitement, enthusiasm, and commitment – helping others to get a clear picture.
• Creative Thinking – Excellent skills to innovate and reorder elements. High capability to generate new ideas and implement them with overall organizational goals in mind, as well as to take advantage of emerging opportunities.

Knowledge/ Skills/ Abilities:

• Thorough understanding of state and federal regulations.
• Knowledge of credit union rules, regulations, and policies.
• Exceptional professional verbal / written skills with strong presentation skills
• Requires excellent follow-through skills, member relations skills, and sound business judgment. Ability to handle multiple priorities with excellent organizational skills
• Requires good memory, knowledge retention skills and ability to multi-task, prioritize projects and duties effectively. 
• Ability to interface in with others in a positive and professional manner.
• Goal-oriented with a desire to work in a fast-paced and results-driven environment.
• Demonstrates ability to work independently and be self-directed when necessary as well as the ability to work and accomplish goals in a team environment 

Physical and Environmental Elements:

• Executive leaders are on a hybrid work schedule and expected to be in office at least three days per week.  Expectations for on-site work both in branches and headquarters is dictated by the needs of the business and may fluctuate with little or no notice for events, business, training and other activities that require in person presence.  
• Vision sufficient to read instructions, procedures, source documents, reports, files, and information on video display terminals.
• Manual dexterity to write and operate a variety of office equipment, including a personal computer. 
• Ability to speak and hear to give and receive instructions and information to others in person and over the telephone. Other language skills helpful.
• Body mobility to move to and from different work areas to access materials to perform the essential functions.  
• Ability to bend and stoop to reach files/shelves including the strength to lift and carry materials up to 20 pounds, also to pull and push open file cabinet drawers.  Ability to sit or stand for prolonged periods of time.
• Position may require working evenings, Saturdays, weekends, and early mornings. 

The targeted salary range is $247,540K to $330,000K Annual. Final offer will be determined based on experience, education, training/certifications and specialized skills.

We perform thorough background checks, credit checks and pre-employment drug screening. EOE