Senior Vice President, Retail Sales

Title: Senior Vice President, Retail Sales

Department: Retail

Reports To: Chief Retail Officer / Executive Vice President

Supervises: Consumer Sales Vice President, Partner Sales Vice President, Business Sales Vice President, Business Product Manager, Consumer Product Manager, Outbound Call Center Vice President

Job Classification: Full-time, Exempt

Work Location: Jackson, MS

HOPE Overview

Recognized as one of the largest, and most successful Black and Women owned credit unions in the nation, HOPE continues to build its brand and impact by expanding access to financial services and engaging in advocacy to mitigate the extent to which factors such as race, gender, birthplace and wealth limit one’s ability to prosper. Since 1994, HOPE has generated more than $3.6 billion in community development financing that has benefitted more than 2 million people in Alabama, Arkansas, Louisiana, Mississippi, Tennessee, and nationwide. This work has supported small business owners struggling to gain access to capital, families seeking to own homes and individuals looking for a better way to manage their hard-earned money with a financial institution they can trust. This work has not gone unrecognized.

In 2022, HOPE was named one of Fast Company’s 10 most innovative companies reflecting current events. The recognition honors companies for innovative work on the most pressing issues of the day including COVID-19 response, the climate crisis, mental health and economic inequality.

Job Summary

The Senior Vice President of Retail Sales is the first of its kind for HOPE and will be responsible for building HOPE’s first Retail Sales department. The role is responsible for driving growth in memberships, deposits, partnerships, and lending, while overseeing day-to-day sales operations. Key responsibilities include developing and implementing sales strategies, managing sales channels and sales teams, and ensuring exceptional member service in compliance with credit union regulations across HOPE’s five state footprint. The SVP will collaborate with other departments to align sales objectives with overall business goals and regulatory requirements. The role requires a strong emphasis on driving growth sales growth, operational efficiency, and continuous improvement in sales processes and member engagement. This leadership position plays a central role in furthering HOPE’s goal of ensuring full access to affordable and responsibly structured financial services that promote financial inclusion and increase economic mobility.

Responsibilities

• Strategic Leadership:
• Develop and implement a comprehensive Retail Sales Strategy with initiatives and targets to grow retail sales, including membership, lending products, deposits, cross-selling
• Increase HOPE’s market presence and provide input into community interaction strategies across the footprint including new markets, physical branch locations, and new strategies for community engagement
• Monitor industry trends and market conditions to identify opportunities for new business expansion, competitive advantage, technology initiatives, products, and services
• Build and maintain strong relationships with key internal stakeholders (i.e., Retail Branch Network, Consumer Lending, Technology Teams, Mortgage, Marketing), including executive and senior management, to establish and refine retail sales goals, policies, and procedures
• Establish clear production expectations and performance metrics for retail sales teams, ensuring alignment with the overall compensation and business strategy and goals
• Team Management and Development:
• Recruit, hire, and onboard top talent, ensuring the team has the necessary resources and training to meet sales targets
• Implement a member-focused sales culture that aligns with HOPE’s values of open communication, growth mindset, member focus, and other traits that contribute to collaboration and high performance
• Set performance targets, manage sales team incentive programs, monitor individual and team performance, and provide regular feedback, coaching, and performance evaluations
• Implement training programs to enhance the knowledge and skills of the retail sales team, ensuring they stay current with industry regulations and market trends
• Retail Sales Operations:
• Drive the growth and performance of the retail sales segments by managing sales channels and leads, acquiring new members, and establishing new partnerships
• Develop the HOPE partner program structure, HOPE Affinity Network, and contribute to retail-related enterprise partnerships
• Monitor and analyze retail sales metrics, prepare regular reports for senior management, and recommend corrective actions to address any performance gaps
• Provide information required for investor reporting as requested by Investor Relations Department
• Compliance and Risk Management:
• Stay updated on federal, state, and local regulations related to lending and sales, ensuring the credit union's compliance with all applicable laws
• Set high standards and follow established credit union policies and procedures including meeting and adhering to audit requirements
• Implement and enforce risk management practices, including thorough review and analysis of loan files to mitigate potential fraud and ensure adherence to credit quality standards
• Work with Compliance Officer to update relevant policies as needed, at least annually
• Ensure that sales are executed in the members’ best interests
  
  

Desired Qualifications

• Bachelor’s degree or equivalent education and experience in relevant field
• 10 to 15 years of sales leadership in the financial services industry
  
  

Competencies/Skills

• Achievement Orientation – Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations; being ready to take action and show tenacity in case of obstacles or resistance.
• Customer Focus – Knowing the (internal and external) customer business needs and acting accordingly, anticipating customer needs, and giving high priority to customer satisfaction and customer service.
• Entrepreneurship/Intrapreneurship – Recognizing (market or business) opportunities for current/new products/services and finance, considering them in a businesslike manner (profit focus, cost savings, delivery timing) and taking action; taking risks and achieving a business advantage.
• Organizational Awareness – Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization.
• People Development and Leadership – Having the ability to assess skill strengths and weaknesses of individuals and teams in order to determine what actions are appropriate to build and/or improve the needed skills. Achieving results through people by successful objective setting, performance review, motivation, delegation, teambuilding, commitment gains, and empowerment.
• Planning and Organizing – Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
• Problem Solving – Having the ability to identify problems and issues of varying issues of varying complexities and to find effective solutions with few guidelines.
• Results Orientation – Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance.
• Strategic Thinking and Accountability – Understands and processes complex information and exercises sound judgment, considering the situation, the issues, the key players, and the levels of authority involved. Proposes courses of action that further the objectives, priorities, and vision of the organization. Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization.
  
  

Work Environment

• Employee spends the majority of time in office environment, generally accessible to the public, members, and potential members
• Noise level in the work environment is usually moderate
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  
  

Physical Demands

• Employee is regularly required to sit, stand and walk
• Employee will use hands to finger, handle or feel, reach with hands and arms, and talk or hear
• Employee will irregularly lift and/or move up to 10 pounds
• Employee will frequently travel to various branches within the company’s market
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  
  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.