Head of Branch Services & Member Experience

Natco Community Empowerment Center; Richmond (IN); On-site; USD 120,000 - 160,000; Full time

Job summary

Natco Credit Union is seeking a Director of Branch Services to lead the day-to-day operations of the branch network, ensure service excellence, and drive performance across all channels. This executive role blends strategic oversight with hands-on leadership to deliver a member-centric experience.

You will mentor branch managers, set service standards, and collaborate with HR, Compliance, and IT to innovate processes, improve efficiency, and support growth while maintaining a strong culture of

Qualifications

• Bachelor’s degree in Business, Finance, or related field; advanced degree preferred.
• 7–10 years of progressive executive leadership in financial services, with comprehensive knowledge of retail banking, branch operations, and organizational oversight.
• Experience managing teams of comparable size and complexity, with a focus on operational excellence and strategic alignment.
• Demonstrates a culture-first leadership style; EOS experience is advantageous.
• Knowledge of credit union philosophy, member-centric service models, and regulatory frameworks; CDFI involvement preferred.

Responsibilities

• Leads and manages branch operations with regulatory compliance and exceptional member experience.
• Coaches and supports branch managers to meet goals and improve service quality.
• Monitors branch performance and leads training to improve satisfaction and product adoption.
• Collaborates with HR to design training and development programs for staff.
• Champions innovation to streamline workflows and improve member access.

Skills

Executive leadership

Retail banking operations

Strategic planning

Team leadership

Regulatory compliance

Education

Bachelor’s degree in Business/Finance/Leadership

Advanced degree preferred

Tools

EOS experience

Job description

Natco Credit Union is seeking a Director of Branch Services to lead the day-to-day operations of the branch network, ensure service excellence, and drive performance across all channels. This executive role blends strategic oversight with hands-on leadership to deliver a member-centric experience.

You will mentor branch managers, set service standards, and collaborate with HR, Compliance, and IT to innovate processes, improve efficiency, and support growth while maintaining a strong culture of