VP Service Center

VP Service Center

The Vice President of Service Center provides Sr. management leadership and strategic direction for the Credit Union's member service and lending delivery through phone, digital, and online channels.

This role is accountable for growth, member experience, operational excellence, and talent development across centralized service and loan functions.

The VP Service Center serves as the non-branch delivery counterpart to Branch Delivery leadership, ensuring members receive a consistent, high-quality, needs fulfilled experience regardless of channel.

This role directly supports enterprise growth by driving loan production, deepening member relationships, and optimizing the cost and scalability of centralized operations.

Delivery & Member Experience

Owns the end-to-end member experience delivered through phone, online applications, chat, secure messaging, and virtual service channels.

Ensures service delivery aligns with the Credit Union's brand promise, service standards, and member experience expectations.

Establishes clear expectations for responsiveness, accuracy, professionalism, and personalization across all interactions.

Partners closely with Branch, Digital, and Marketing leaders to ensure a seamless omnichannel member journey.

Growth, Lending & Revenue Contribution

Accountable for loan growth, conversion, and sales performance originating through centralized service and loan channels.

Oversees consumer lending activity handled through the Loan Center and Service Center.

Ensures frontline teams are coached and equipped to identify member needs, deepen relationships, and responsibly offer credit union products and services.

Collaborates with Lending and Deposit leaders to align pricing, incentives, and capacity models with growth goals.

Operational Performance & KPIs

Establishes and manages performance scorecards aligned to enterprise delivery standards.

Holds Directors and managers accountable for results and removes barriers to success.

Uses analytics and reporting to proactively manage performance and risk.

Leadership & Talent Development

Develops senior leaders and builds strong succession plans.

Establishes a performance-driven, member-focused culture.

Drives engagement, accountability, and professional development.

Risk Management & Operational Discipline

Ensures compliance with policies, regulations, and internal controls.

Oversees staffing, scheduling, and capacity planning.

Leads continuous improvement initiatives.

Strategic & Enterprise Leadership

Serves on the Operations leadership team.

Provides performance insights to the COO.

Represents centralized member delivery in enterprise initiatives.

Success Measures

Key performance indicators meet or exceed targets.

Loan growth and member satisfaction improve year-over-year.

Leaders are developed and retained.

Employee retention and satisfaction.

Experience & Qualifications

- Bachelor's degree in Business, Finance, Operations Management, or related field (or equivalent experience).

Demonstrated experience in operational oversight, risk management, and process improvement.

Strong knowledge of credit union operations and NCUA regulatory requirements.

Senior leadership experience in service centers or centralized lending.

Proven results in growth, sales, and operational performance.

Financial services experience preferred.

Works a regular and predictable schedule.

Must be sufficiently fluent in English to process work and business transactions.

Leadership Competencies

Enterprise mindset

Data-driven leadership

Coaching and development

Change leadership

Member-centric focus

Additional Information

This role requires a regular, predictable work schedule in a professional office environment. Duties may evolve based on organizational needs.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.