Job Posting Details

Director, Member Experience & Advice, PenFinancial Credit Union

Location:Welland, Ontario
Posting Date:March 11, 2019
Closing Date:until filled
Employment Type:Full-time

Director, Member Experience & Advice

Improve lives and strengthen communities by living our vision to be your truly local financial partner of choice, committed to inclusive and authentic relationships. Ensure that the member and employee experience is personal and simple.  Be accountable by taking ownership for success while ensuring inclusivity, social responsibility and cooperative principles.  Share your passion, including delivering personal service by listening, guiding, nurturing and caring.  Demonstrate integrity by developing trusting relationships and maintaining the highest ethical standards.  Build mutual respect through honest and authentic relationships. Focus on knowledge with a commitment to continuous learning.  Be a proud ambassador of PenFinancial Credit Union including promoting and delivering on the goal of our Truly Local Commitment (TLC) to live our values-based banking philosophy by transforming banking to improve lives and strengthen communities.

A seasoned leader with a breadth of experience, the Director, Member Experience & Advice is responsible for the overall management and coordination of branch operations, including service and business development delivery; banking operations; general insurance and Life Event planning conversations. They will work with the Delivery team leads in execution of corporate strategies, identifying short and long term goals and embedding programs focused on service excellence and growth. The incumbent will directly manage Branch Managers and be responsible for providing oversight of day-to-day branch activities and operations. They ensure quality service is provided through coaching and monitoring service levels. There is a continual focus on efficiency and process improvement with a responsibility to identify and recommend new or revised procedures and ensure they are consistently practiced across branches.

 Primary Responsibilities:

  • Coordinate team leads in the development of annual plans to execute corporate strategies.
  • Accountable to the execution and leadership of delivery team service and business development goals and objectives.
  • Ensure consistent high quality member experience is delivered and aligned with Our Commitment and values and rooting our Truly Meaningful Conversation and Truly Local Commitment philosophies. 
  • Provide coaching, direction and leadership to Branch Managers to achieve branch and organizational goals and in managing operational issues.
  • Implement and execute delivery team campaigns, monitoring performance, influencing for success and results reporting.
  • Provide regular coaching; monitor productivity, business development performance and management activities within branches; conduct Branch Manager business development meetings; recommend business development plan changes where necessary; recommend and manage the approved reward and recognition programs and associated budget; manage/recommend delivery event/project approval requests.
  • Monitor performance of Branch Managers on an ongoing basis in order to complete formal performance evaluations (e.g. annual reviews, follow-up reviews) in consultation with Retail Lead.
  • Work in consultation with Retail Lead to review annual branch operating and capital budget proposals prior to submission to the CEO and Board of Directors.
  • Responsible for overall risk management and disaster recovery.
  • Working knowledge of Central1 portal system.
  • Identify training requirements for branch staff.
  • Liaise as necessary with Member Service Specialist as appropriate in support of quality service; ensure timely and positive resolution of escalated member service issues.
  • Support the performance management processes as managed by Human Resources.
  • Participate in the recruitment process for branch staff as necessary.
  • Establish and maintain a current level of knowledge of competitor products and services; ensure branches are and remain competitive in all areas; support implementation of new products and services.
  • Ensure branch compliance to all operating policies, procedures and security requirements through active monitoring of branch activities and internal and external audit responses.  Accountable to ensure required actions are initiated to improve processes.
  • Thorough knowledge of the Collective Agreement for unionized employees, in order to act as a resource for Branch Managers.
  • May offer support to the negotiating team during collective bargaining.
  • Actively participate as a member of assigned committees.
  • Act as a role model, mentor and motivator for Branch Managers.
  • Other duties as assigned.


  • Post secondary degree or diploma in administration, finance, commerce or related program, or an equivalent combination of education and experience; CFP/PFP required.
  • Minimum of eight (8) years job related experience in a leadership role at a credit union or 3 years at a credit union with 5 years in a financial institution.
  • Has knowledge of Credit underwriting and Financial Planning,
  • Valid Ontario driver’s license and available reliable vehicle; ability to travel to all PenFinancial locations on a regular basis.
  • Extensive successful leadership, business development and coaching skills.
  • Proven ability to think strategically, build teams and develop business cases.
  • Strong planning, organizational and time management skills
  • Responsive to requests and needs of others
  • Excellent interpersonal and communication skills
  • Ability to work well independently and as a team member
  • Demonstrated effective leadership and coaching skills (feedback and reinforcement)
  • Ability to build trust with others and remain open to ideas
  • Ability to effectively problem solve and resolve conflict
  • Ability to embrace and manage change
  • Ability to maintain confidentiality of sensitive and proprietary information

Why join PenFi
We have a lot of reasons to be proud to work here.

  • We have a deluxe benefits package, success sharing program and comprehensive pension plan
  • Local is everything. We're all about working with local businesses and partnering with our communities to make them strong and vibrant
  • As a credit union, living the co-operative principles are part of our long and rich history
  • We develop meaningful relationships with our co-workers and members - that means learning about their passions, families, ambitions and doing what we can to improve their lives
  • We have a unique culture where we take our business seriously, but we like to have a little fun along the way
  • Education is a priority and we offer an abundance of leadership and professional development programs and training to help you be the best you can be
  • Corporate Social Responsibility is alive and well. From our award winning Skates for Kids Program to delivering financial literacy to new Canadians, to sponsoring local events - we donate our time, money and expertise
  • We are all PenFi ambassadors and we live our truly local brand from the inside out

Who we are
We live, work and play in the Niagara Peninsula. We know Niagara's economy, it's people and every unique community. With over 20,000 personal and business members, we offer all of the products and services that our members have grown to know and love from their truly local credit union. We employ 100 truly awesome people with a desire to provide remarkable member experiences every single day.