Job Description

Guided by the Director of Retail Services, the Retail Regional Manager supports and coordinates activities across multiple financial centers to achieve sales, service, operational, and business development goals aligned with UFCU’s strategic plan. This role requires a leader who is present, intentional, and deeply engaged — someone who brings strong business insight, clear direction, and accountable follow‑through to every aspect of regional performance. Regional Managers serve as stewards of the cooperative, building relationships, developing leaders, strengthening community partnerships, and driving market growth while ensuring operational excellence and an exceptional Total Member Experience (TME).

They play a critical role in guiding branch managers with business performance, analyzing financial and operational drivers, identifying root causes behind results, and developing action plans that improve profitability, production, and member growth. They navigate challenges with professionalism and sound judgment, proactively identify opportunities for improvement, and inspire teams to deliver consistent, member‑focused results.

The Regional Manager also serves as a champion for member journey improvement by identifying barriers, analyzing member feedback and operational data, and partnering across departments to improve the consistency and quality of the Total Member Experience.

About UFCU
Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values:

Purposefully Member-Obsessed

We are driven by a profound sense of empathy to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success.

Possibilities Reimagined

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.

Performance Excellence Rooted in Unwavering Integrity

We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.

Essential Functions

Operational Leadership

• Serves as a champion for member journey improvement by identifying friction points, analyzing member feedback, and partnering across departments to strengthen end‑to‑end member journeys.
• Supports day‑to‑day operational performance across assigned financial centers.
• Reinforces adherence to policies, procedures, audit standards, and regulatory requirements.
• Identifies operational improvement opportunities and partners with leadership to implement enhancements.
• Reviews performance data and proactively recommends actions to improve efficiency, staffing alignment, and member experience.
• Partners with Branch Managers to ensure branches maintain lobby readiness, minimize member wait times, and uphold facility tidiness, branding, and atmosphere.
• Acts as a steward of operational soundness and quality assurance, fostering a culture of service excellence.
• Partners with Branch Managers to analyze business performance, interpret key financial and operational drivers, and identify root causes behind trends or obstacles. Supports managers in developing targeted action plans that improve profitability, production, staffing efficiency, and member growth.

Team Support & Development

• Leads change initiatives by translating strategic priorities into clear execution plans and driving adoption to achieve sustained business outcomes.
• Builds a strong leadership pipeline by developing future leaders and ensuring succession readiness for critical roles.
• Serves as a champion of the Total Member Experience (TME), ensuring financial centers meet sales and service standards through consistent coaching, clear expectations, and disciplined accountability.
• Conducts routine check‑ins with Branch Managers to maintain clarity, alignment, and accountability.
• Supports talent development by reinforcing sales behaviors, service standards, and consultative engagement.
• Partners with HR, Training, and Retail Leadership to ensure team readiness and compliance.
• Models UFCU values through present, engaged, intentional leadership.
• Ensures consistent execution of team huddles, roleplays, lobby choreography practice, and service skill coaching.
• Observes teller and PFR interactions to reinforce service excellence and identify coaching opportunities.
• Ensures managers maintain Individual Development Plans for all team members and actively participate in their own ongoing self‑development.
• Fosters team cohesion, collaboration, and a culture of continuous learning.
• Evaluates Branch Managers’ coaching delivery and provides targeted “coaching the coach” guidance to strengthen clarity, consistency, and skill development across the branch.
• Supports managers in connecting coaching outcomes to business performance, helping them understand how behaviors, routines, and team execution influence financial results, member growth, and operational soundness.

Business Development & Growth

Actively leads and participates in business development efforts across the assigned region, with an expanded emphasis on strategic growth planning, financial impact evaluation, and cultivating high‑value partnerships that strengthen UFCU’s market position.

• Plays an active role in regional market planning and execution to advance membership growth, deepen community relationships, and enhance UFCU’s presence within assigned markets.
• Guides Branch Managers to build local market presence, deepen member relationships, and generate new business opportunities aligned with cooperative priorities.
• Establishes data‑driven SMART growth goals for financial centers and the region, ensuring targets reflect membership, product, SEG, and community impact expectations.
• Leads branch and regional production planning by reviewing proformas, evaluating projected sales performance, and ensuring resources are aligned to meet growth targets.
• Collaborates with Retail Leadership and Finance partners to monitor P&L performance and ensure growth efforts support overall financial health.
• Works with Branch Managers to understand P&L drivers, evaluate staffing efficiencies, and identify obstacles affecting production or profitability. Supports managers in building plans that strengthen financial and operational performance.
• Partners with Business Development Team to cultivate and maintain relationships with SEG organizations, including higher education institutions, healthcare systems, and major employers.
• May serve as a primary relationship leader for key partners as assigned, positioning UFCU as a trusted financial wellness resource for employees, students, and community stakeholders.
• Contributes field insights to growth and expansion planning with Business Development and Marketing partners, including observations from market activity and community engagement.
• Helps identify partnership opportunities and assess potential expansion markets to inform long‑term market considerations.
• Ensures consistent execution of outreach campaigns, new member onboarding routines, and proactive relationship‑building activities.
• Tracks and reports monthly progress, outreach impact, SEG engagement, and community involvement.
• Represents UFCU at community events, financial education activities, and local partnerships.
• May take on leadership roles within partner organizations when opportunities arise to deepen community relationships and support long‑term partnership development.
• Acts as an ambassador of the cooperative, promoting a member‑first mindset and reinforcing alignment around member needs and experiences.
• Ensures Business Development partners and Branch Managers collaborate effectively to provide market development support, activate growth opportunities, and foster strong community relationships.

Experience

Minimum Requirements

• Bachelor’s degree or equivalent experience

Equivalent experience may be considered for candidates with 4–6 years of progressive leadership responsibility demonstrating strong business acumen, operational discipline, and the ability to lead multiple teams or locations. Candidates should show evidence of learning agility, intellectual curiosity, and the ability to apply analytical reasoning to business performance, member experience, and organizational priorities.

• 5–7 years of management / leadership experience, preferably in financial services or retail

Experience must reflect hands‑on, engaged leadership — including coaching managers, developing teams, driving accountability, and improving performance across multiple functional areas (sales, service, operations, staffing, and member experience). Candidates should have a track record of leading through influence, navigating complex or ambiguous situations, and elevating team capability through structured routines, clear expectations, and consistent follow‑through.

• 5–7 years of experience in financial services, banking, or retail sales/service

Experience should demonstrate a strong understanding of branch operations, member or customer engagement, financial products, regulatory requirements, and service excellence standards. Candidates must show comfort working in fast‑paced environments, interpreting performance data, diagnosing root causes behind results, and partnering with managers to strengthen operational soundness, staffing efficiency, and member experience.

• Demonstrated success in sales, business development, or relationship management roles

Candidates must show measurable success in driving growth, deepening relationships, and generating new business opportunities. This includes experience building partnerships, executing outreach strategies, supporting onboarding routines, and representing the organization in community or SEG environments. Success should reflect the ability to connect sales and service behaviors to financial outcomes, coach teams on consultative engagement, and contribute meaningfully to local market growth.

Preferred

• Experience managing or supporting large teams and/or multiple locations or teams.
• Experience leading other leaders/managers
• Community involvement or networking experience.

Other Requirements

• Willingness to travel regularly between assigned financial centers (localized travel).
• Ability to work occasional evenings/weekends for community or business development activities.
• Membership or leadership involvement in at least one community organization (board, committee, or equivalent).

Competencies

• Delivering Member Obsession
• Seeks to understand customers
• Identifies customer service issues
• Drives member-focused practices
• Assures member satisfaction
• Delivering Performance Excellence
• Maintains focus
• Measures progress and outcome
• Ensures accountability
• Seeks opportunities to build relationships
• Clarifies shared goals
• Facilitates agreement
• Delivering Innovation
• Inspires curiosity
• Challenges current thinking
• Supports experimentation
• Advances ideas to the next stage

Coverage Area: North Region

The Retail Regional Manager will provide leadership and oversight across a defined portion of the Greater Austin metropolitan area. This coverage zone includes UFCU branches and market activity spanning from Georgetown to Manor, with boundaries subject to adjustment based on organizational needs (see map below). The role is responsible for ensuring consistent operational execution, member experience excellence, and business development engagement across this regional footprint, including emerging growth corridors and newly established service locations. While this role’s primary focus will be the North Region, the role is not limited to this area and will occasionally work outside of the region,

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Frequent

• While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle or feel, and talk or hear.
• Specific vision abilities required include close vision, distance vision, peripheral vision, and the ability to adjust focus.
• Employee will regularly use a computer, telephone, and virtual communication tools to analyze information, communicate expectations, and support business operations.
• Employee is required to travel frequently between assigned financial centers and community locations.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.

• This position requires frequent onsite presence at financial centers and community locations throughout the assigned region.
• Regular local travel between branch locations is required.
• This position may involve periodic stressful conditions.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
• Public contact position requiring a professional appearance and demeanor.
• Frequent computer use at a workstation of up to two hours at a time.
• The noise level in the work environment is usually moderate.

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