RETAIL LEADERSHIP DEVELOPMENT MANAGER

Job Description

Job Description

RETAIL LEADERSHIP DEVELOPMENT MANAGER

Charter Oak Federal Credit Union is seeking a motivated and experienced retail professional to join our team as a Retail Leadership Development Manager. This unique role is designed for a high-performing employee ready to grow into future leadership while supporting branch and contact center operations, coaching frontline teams, strengthening consistency across locations, and helping deliver an exceptional member experience. If you are a strong communicator, natural problem-solver, and collaborative leader who is passionate about developing others and making an impact across Retail, we encourage you to apply.

SUMMARY

The Retail Development Manager is a leadership development role designed to build a ready pipeline of future retail leaders while providing flexible operational coverage across branches and the contact center. This position supports day-to-day retail operations, reinforces consistent procedures and member experience standards, provides coaching and training to frontline employees, and contributes to retail initiatives, SEG development, membership growth, and operational excellence. The role is designed to accelerate growth for high-performing employees who demonstrate strong operational knowledge, leadership potential, sound judgment, and the ability to influence consistent execution across multiple locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide interim branch leadership coverage as needed, including staff direction, daily operational oversight, member escalation support, and reinforcement of service and compliance standards.
• Perform all levels of branch and contact center coverage during staffing gaps, ensuring member needs are met with accuracy, professionalism, and minimal disruption.

Mentor, coach, and train frontline employees by reinforcing procedures, service expectations, operational controls, and member experience standards.

• Support branch managers and Retail leadership with team development, onboarding reinforcement, coaching conversations, and consistent execution of retail expectations.
• Participate in process improvement initiatives, audits, procedure reviews, and compliance-related activities to strengthen operational consistency and risk management.
• Support retail initiatives and project rollouts by providing field expertise, assisting with testing and implementation, gathering employee feedback, and helping drive adoption across branches and the contact center.
• Participate in leadership development activities, including manager shadowing, leadership curriculum, goal-setting discussions, performance conversations, and business acumen development.
• Support SEG development, employer partnerships, community engagement, commercial calling, referral generation, product penetration, and membership growth efforts.
• Monitor and communicate operational trends, member feedback, service concerns, procedural gaps, and improvement opportunities to Retail leadership.
• Demonstrate strong knowledge of credit union products, services, systems, policies, procedures, and regulatory requirements.
• Maintain confidentiality, sound judgment, and professionalism when handling employee matters, member concerns, operational exceptions, and sensitive credit union information.

Equal Opportunity Employer. Veterans/Disabled.