Regional Director, Retail Delivery & Member Experience

Lighthouse Credit Union; Dover (NH); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Student Loan & Tuition Assistance

401(k) withEmployer Match & Profit Sh…

Weekly Paychecks

Health & Wellness benefits

Paid time off

Job summary

Lighthouse Credit Union in New Hampshire seeks a Director, Retail Delivery to lead performance across the branch network, oversee Branch Managers, and translate retail strategy into consistent execution. This role reports to the VP, Community Banking and focuses on member experience, deposits, loans, and profitability.

The ideal candidate has multi-site retail banking experience, strong business acumen, and a proven ability to coach leaders, manage change, and build high-performing teams aligned

Qualifications

• Bachelor's degree in business administration, finance, or a related field.
• 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.

Responsibilities

• 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.

Skills

Leadership

Communication

Strategic thinking

Coaching & development

Education

Bachelor's degree in business administration, finance, or related field

Job description

Lighthouse Credit Union in New Hampshire seeks a Director, Retail Delivery to lead performance across the branch network, oversee Branch Managers, and translate retail strategy into consistent execution. This role reports to the VP, Community Banking and focuses on member experience, deposits, loans, and profitability.

The ideal candidate has multi-site retail banking experience, strong business acumen, and a proven ability to coach leaders, manage change, and build high-performing teams aligned