Director, Retail Delivery - North Region

OUR LEADERSHIP PHILOSOPHY At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following: LEADERSHIP COMPETENCIES Demonstrates Interpersonal Awareness & Skills A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As a managing leader, you will guide your team in effective communication strategies, foster strong interdepartmental relationships and model collaboration. Embraces Change & Learning This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As a managing leader, you will build buy-in for change among team members, support their development and effectively manage team dynamics to achieve business results. You will also champion the benefits of change and encourage innovation and the generation of new ideas. Utilizes Critical & Creative Thinking Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges to take initiative beyond one's immediate responsibilities. As a managing leader, you will effectively problem-solve through creative methods, lead changes with optimism and motivate the team by setting clear expectations and recognizing performance. Takes Personal Ownership This competency focuses on taking responsibility for performance goals, proactive collaboration and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As a managing leader, you will build and maintain collaborative relationships across the organization, seek constructive feedback and ideas for improvement and hold the team accountable for business impact while supporting their development. POSITION SUMMARY The Director, Retail Delivery leads the performance of an assigned region within Lighthouse Credit Union's branch network and directly oversees Branch Managers. Reporting to the VP, Community Banking, this role translates retail strategy into consistent execution across sales, service, operations, people leadership, community engagement, and financial performance. The Director, Retail Delivery develops Branch Managers, strengthens accountability, and ensures each branch delivers a consistent, high-quality member experience while achieving membership, deposit, loan, referral, operational, and profitability objectives. This leader uses data, market insights, and cross-functional partnerships to identify growth opportunities, resolve performance barriers, and support sustainable results. The ideal candidate brings multi-site retail banking experience, strong business acumen, sound judgment, and a demonstrated ability to coach leaders, manage change, and build high-performing teams grounded in Lighthouse Credit Union's mission, values, and member-first philosophy. Branches in North Territory: Rochester, NH Hooksett, NH Conway, NH Lee, NH Berlin, NH Northwood, NH Concord, NH Plymouth, NH Lebanon, NH ESSENTIAL FUNCTIONS & RESPONSIBILITIES Service and Operations Provides leadership and oversight for sales, service, operational, staffing, scheduling, safety, security, and member experience performance across assigned branches. Ensures Branch Managers maintain sound operations and comply with Credit Union policies, regulatory requirements, risk controls, audit standards, and established procedures. Reviews staffing models, member feedback, complaints, escalations, and repeat contacts to identify operational or service gaps and direct corrective action. Partners with Branch Managers to maintain lobby readiness, manage member wait times, ensure appropriate workforce coverage, and uphold facility and brand standards. Promotes continuous improvement by identifying process gaps and partnering with the VP, Community Banking and cross-functional leaders to implement sustainable solutions. Ensures assigned branches achieve passing or satisfactory audit results and promptly remediate identified findings. Coordinates responses to significant operational issues and escalations, balancing positive member outcomes, risk management, and business performance. Leadership, Coaching, and Talent Development Directly leads, coaches, develops, and holds Branch Managers accountable for individual, branch, regional, and organizational performance. Translates Community Banking strategy and organizational priorities into clear regional and branch execution plans. Establishes a consistent leadership cadence through branch visits, one-on-one meetings, performance reviews, team observations, and documented follow-up. Evaluates Branch Managers' coaching effectiveness and provides targeted coaching-the-coach guidance to strengthen sales, service, operational, and people leadership capability. Ensures Branch Managers set clear expectations, provide timely feedback, complete performance appraisals, address performance concerns, and maintain development plans for team members. Builds leadership capability and succession readiness by identifying talent, supporting career development, and creating opportunities for emerging leaders. Partners with People Experience & Capability and other internal partners on workforce planning, talent acquisition, onboarding, employee relations, learning, and performance management. Fosters an inclusive, collaborative, high-performance culture grounded in accountability, continuous learning, recognition, and service excellence. Business Development, Market Growth, and Community Engagement Leads regional sales, market development, and community engagement, partnering with Branch Managers to develop and execute market-specific plans that advance member financial well-being, local visibility, community and employer relationships, and organizational growth. Establishes regional and branch goals for membership, deposits, loans, product adoption, referrals, outreach, and member relationship growth in alignment with organizational objectives. Uses pipeline, production, member, market, and competitor data to identify trends, prioritize opportunities, forecast results, and coach Branch Managers to improve performance. Ensures consistent execution of consultative sales routines, proactive outreach, new-member onboarding, referral partnerships, and relationship-deepening activities. Collaborates with Marketing, Business Banking, Lending, Wealth Management, and other business lines on joint outreach, community events, financial education, strategic partnerships, and new business opportunities within assigned markets. Reinforces a member-first sales culture that prioritizes financial well‑being and long‑term relationships over transactional volume. Profitability and Results Monitors regional financial performance against budgets, objectives, and key performance indicators; identifies variances and directs practical action plans when results are below expectations. Partners with Branch Managers to understand profit-and-loss drivers, manage controllable expenses, optimize staffing and productivity, and improve branch profitability. Maintains accurate financial forecasts to support sound business decisions and resource planning. Collaborates with Finance, Marketing, Lending, and other business lines on annual planning, resource allocation, and market growth priorities. Communicates regular performance updates, forecasts, market insights, risks, resource needs, and recommendations to the VP, Community Banking. JOB SPECIFICATIONS Strong leadership presence and demonstrated ability to coach, develop, and hold managers accountable. Ability to translate strategy into clear expectations, operating rhythms, and measurable results across multiple locations. Strong analytical and financial acumen, including the ability to interpret complex information and make sound, data-informed decisions. Advanced communication, relationship-building, and influencing skills with internal and external stakeholders. Sound judgment, professionalism, adaptability, and the ability to lead through change. Strong understanding of member experience, operational excellence, consultative sales, business development, and community engagement. Ability to collaborate effectively across business lines and support functions. Working knowledge of Microsoft Office products and performance reporting tools. EDUCATION, TRAINING & EXPERIENCE Bachelor's degree in business administration, finance, or a related field, or an equivalent combination of education and experience. Seven or more years of progressive experience in retail banking, branch operations, financial services, or a comparable performance-driven service environment. Three or more years of leadership experience overseeing managers, multiple branches, or multi-site operations. Demonstrated success leading sales, service, operations, staffing, performance management, business development, and financial results. Working knowledge of retail banking regulations, BSA/AML requirements, operational controls, audit expectations, and branch safety and security standards. WORK ARRANGEMENT This role requires a consistent in-branch and in-market presence across assigned locations, with remaining work performed remotely or at headquarters as business needs allow. TRAVEL REQUIREMENTS Regular travel within the branch network is required to fulfill job responsibilities. Additional travel may be needed for ongoing training, meetings, community events, and other business needs. Retail Benefits That Work for You We know life doesn't pause when you're at work - and your benefits shouldn't either. At Lighthouse Credit Union, we offer real support for real life, with perks that help you stay healthy, grow your future, and take care of what matters most. Financial Relief & Support Student Loan & Tuition Assistance - Whether you're paying off debt or going back to school, we help lighten the load. Employee Loan Discounts - Get access to lower rates on personal loans, just for being part of the team. Weekly Paychecks - Because waiting two weeks shouldn't be the norm. 401(k) with Employer Match & Profit Sharing - We invest in your future with generous contributions and immediate vesting. Health & Wellness Comprehensive Medical, Dental & Vision Plans - Coverage that starts quickly and fits your needs. HSA/FSA Options - Save pre-tax dollars for everyday health expenses. Discounted Pet Insurance - Because furry family members deserve care too. Employee Assistance Program (EAP) - Free, confidential support for life's challenges - available 24/7. Time Off That Respects Your Life Lighthouse Leave Program - Paid time off for major life moments, from welcoming a child to caring for a loved one. Volunteer Time Off (VTO) - Give back to your community with paid time to serve. PTO + Paid Federal Holidays - Rest, recharge, and celebrate without worry. Balanced Schedule - All branches close by 5pm and on Sundays - no late nights or unpredictable shifts. Culture & Connection Retail Sales Incentive Program - Earn more when you help members thrive. Engagement Groups - Join communities like Pride at Work, Women in Leadership, Book Club, and more. Ongoing Training & Career Growth - We invest in your development from day one. Annual Summit & Team Outings - Celebrate wins and connect with coworkers across the organization. LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER #J-18808-Ljbffr Lighthouse Credit Union