Chief Delivery Officer

POSITION SUMMARY

The Chief Delivery Officer (CDO) is responsible for executive-level strategic leadership and direction of the service delivery platforms and functions, including Branch operations, Contact Center operations (eBranch/Call Center), Self-service Solutions (ATMs/RDC/Cards), Operations Support, Retirement Solutions (financial planning/wealth management), Deposit products, and Facility management(new/existing buildings). Responsibilities include, but are not limited to: annual/long-term planning and execution of corporate strategies; execution of approved initiatives; manage key business partner relationships; staff development; resource planning; and budget management for all areas of responsibility. This role has regular interaction with the Board of Directors, NCUA, and credit union industry leaders.

As a member of the Executive Leadership and Management Teams, the CDO must maintain a high level of integrity and be collaborative, a good communicator, hardworking, and a servant leader who is personally and professionally aligned with WEOKIE’s vision, mission, principles and values.

MAJOR ACTIVITIES

1. Provides liberating leadership including the development of subordinates for advancement through training, coaching, and feedback, with a focus on developing leadership and strategic skills.

7. Attends and makes regular presentations to the WFCU Board of Directors and various Board committees.

CRITICAL RESULTS

1. Modern physical locations and financial service delivery systems are fully operational, create enhanced experiences and outcomes for members and employees.

1. A high standard of service to internal and external stakeholders is consistently met.
   1. Members receive consistently extraordinary service and attention as measured through Net Promoter Score and member engagement.
   2. Member service delivery platforms and systems (including: ATMs, cards, mobile internet, phone based systems) are strategically deployed and achieving high levels of member satisfaction.
   3. Assigned business units produce well-designed products, processes, and solutions that are reliable and easy for employees and members to use.
   4. Continuous improvement occurs in the member experience by accurately understanding member product needs and service expectations.

1. All Business Units remain under operating control and perform at a high level according to established standards.
   1. Assigned business units operate efficiently, under appropriate operating controls, and are compliant with applicable state and federal laws/regulations.
      1. Risk assessments of critical assets and functions are conducted and maintained.
         1. Audits by any authority find no material weaknesses; Management recommendations from such audits are considered and implemented in a timely manner as appropriate.
      2. Strategic and operating plans, priorities, projects, and goals are executed in a timely, efficient, and productive manner.
      3. Operating metrics and targets for service, productivity, and growth are consistently met and often exceeded.
      4. Deficiencies in business units are quickly identified, evaluated, and corrected.

1. Forward thinking for long-term success.
   1. Relationships are actively procured and established with external strategic partners, through which the organization’s size and competitive position within its marketplace, can be effectively leveraged for the benefit of all three stakeholders.
   2. Active participation in networking and continuous education to illuminate key opportunities, strategies, threats, technologies and processes utilized by, or under development within the financial sector and the broader service delivery community. These ideas and cocepts are addressed or leveraged for the benefit of WEOKIE’s members, employees, and the credit union.
2. Top talent is recruited, developed, and retained through Liberating Leadership.
   1. Staff is competent, trained in their areas of specialty, current on necessary certifications and/or educational requirements, and are developed to support an everchanging business environment.
   2. Employees within the role’s supervisory scope are provided with a positive working environment that adheres to all Credit Union policies while encouraging individual growth and success.
3. Facilitator of both collaboration and cooperation.
   1. Robust collaboration is maintained with members, ELT, management, and the Board of Directors.
   2. Collaboration and cooperation inside and outside of WFCU is achieved.

QUALIFICATIONS

1. Bachelor’s Degree in Business Administration, Finance or a related field is required with additional education/certifications/training specific to the role. Master’s degree is preferred.
2. At least ten years of executive management experience managing and leading people, including supervising managers and multiple functions.
3. An understanding of the financial services industry and retail delivery strategies.
4. Innovative thinking with a proven record of accomplishment of transforming a vision into fully rationalized products and/or services.
5. Demonstrated ability to drive and manage initiatives that increase operational efficiency, increase employee and member engagement, enhance quality, and improve/maintain service levels is essential.
6. Proven ability to analyze complex situations, solve problems, and design recommendations to accomplish business and tactical goals.
   1. Clevel written and verbal communication skills are required.

1. Core Competencies: Core competencies are consistent for all positions across the organization and are aligned with WEOKIE’s core values and principles.
   1. Stakeholder Focus (members, employees, credit union): Is a role model for the credit union’s values and principles. Builds stakeholder confidence, is committed to increasing stakeholder satisfaction, sets achievable stakeholder expectations, assumes responsibility for solving stakeholder problems, ensures commitments to stakeholders are met, solicits opinions and ideas from stakeholders, and responds to stakeholders.
   2. Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/ punctuality requirements.
   3. Integrity/Ethics: Deals with others in a straightforward and honest manner, takes ownership and holds oneself accountable for actions, maintains confidentiality, supports company values, and conveys good news and bad.
2. Job-Specific Competencies: The position requires a wellrounded and levelheaded individual who is able to maintain composure in a variety of situations. The following stand out among a long list of behavioral competencies for this position:
   1. Managing Vision and Purpose: Communicates a compelling and inspired vision of core purpose; talks beyond today; talks about possibilities, is optimistic, creates mileposts and symbols to rally support behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organizations.
   2. Strategic Agility:Sees ahead clearly, can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
      1. Oriented Towards Serving Others– Is predisposed to servant leadership and devoted to improving conditions for others.
         1. Command Skills:Relishes leading; takes unpopular stands if necessary; encourages direct and tough debate but isn’t afraid to end it and move on; is looked to for direction in a crisis; faces adversity head-on; energized by tough challenges.
            1. Intellectual Horsepower:Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
               1. Innovation Management: Is good at bringing the creative ideas of others to market; has good judgment about which creative ideas and suggestions will work; has a sense about managing the creative process of others; can facilitate effective brainstorming; can project how potential ideas may play out in the marketplace.
               2. Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.
               3. Composure: Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
               4. Political Savvy: Can maneuver through complex political situations effectively and quietly; is sensitive to how people and organizations function; anticipates where the land mines are and plans his/her approach accordingly; views corporate politics as a necessary part of organizational life and works to adjust to that reality.

EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

WEOKIE does not and shall not discriminate on the basis of Protected Status, marital status, and political belief or any other status or condition protected by applicable federal and/or state law. Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.