ROLE OVERVIEW

Reporting to the President & Chief Executive Officer, the Chief Advice & Service Delivery Officer (CA&SDO) is a member of the executive leadership team and is a management resource to the Board of Directors and its Committees.

The CA&SDO is responsible for the overall leadership and business direction of the Advice & Service Delivery Division, advancing XPress’s corporate strategic commitments, delivering results and managing organizational risk through the development and deployment of strategy in the areas of the Branch Network, Financial Access Programs, Business Financial Centre, Community Financial Centre, Dealer Services, Celero XPress Financial Group (wealth management) and Winnipeg Insurance Brokers which contributes to XPress’s goals to cultivate profitable growth, drive operational excellence, propel social impact, and foster organizational capabilities.  In addition, the CA&SDO develops and maintains strategic relationships and partnerships across the provincial and national credit union system for the benefit of XPress.

The CA&SDO provides leadership across the organization, acting as a strategic advisor and business partner to all areas. This role is key to the integration and success of XPress’s commitment to values-based banking and triple bottom line accountability.

KEY ACCOUNTABILITIES

Leadership

• Lead, develop, and mentor a high-performing, cross-functional team to deliver and exceed expectations while coaching employees to realize their professional development goals
• Actively contribute as a member of the executive leadership team in strategic, functional, operational planning and decision-making
• Act as a change agent, consulting on organizational projects with a focus on advice and service delivery
• Provide advice and counsel to the President & CEO, executive leadership team, management and employees
• Lead and/or support cross-functional project teams
• Accountable for overall division service levels, standards and ensuring team capabilities support the delivery and execution of strategic and operational plans
• Maintain ultimate responsibility for the development, maintenance and quality of all partner, regulator, auditor, supplier and vendor relationships associated with the Advice & Service Delivery division
• Accountable for executive level member communication and issue escalation
• Act as a resource to the Board as a whole and to appropriate committees of the Board, developing recommendations and policies for Board consideration
• Accountable for building a values aligned culture that supports the execution of change initiatives; improves efficiency and achieves service excellence
• Champion XPress’s commitment to values-based banking, respectful workplace and diversity and inclusion

• Act as an ambassador of XPress by being visible in the organization and the community in support of corporate and community initiatives
   
  Strategic/Operational Planning & Execution

• Advance XPress corporate strategic commitments, deliver business results and manage organizational risk through the coordinated development of the overall advice and service delivery strategy and deployment of plans
• Accountable for coaching and leading successful advice and service delivery teams to achieve of the overall objectives for the credit union, measured through products sold, revenue generated, growth targets and balanced scorecard measures achieved
• Accountable for establishing member service standards for the credit union, ensuring that XPress’s members receive a high level of service and advice that meets and exceeds expectations
• Accountable for the development and implementation of advice and service delivery workforce structure and strategy that is aligned with the credit union’s strategic plans and business strategy
• Provides strategic input and advice to support decisions, projects and initiatives residing in other executive portfolios that directly or indirectly impact the member experience which may include but are not limited to product and service offering, member and market research, information technology, facility, distribution or pricing strategies.

• Keep current on leading practices as well as issues and changes in the financial services industry and other external forces that may impact the role, business, reputation or strategic positioning of XPress; provide strategic intelligence reports on emerging opportunities, challenges or potential risks
• Accountable for the capital and operating budgets of the division
• Responsible for the development of disciplined business cases to advance divisional priorities and corporate objectives
   

Compliance & Risk

• Accountable for the development, implementation and ongoing review of appropriate governing and management policies and procedures. Ultimately accountable for ensuring procedures are followed and reported on as required
• Accountable for division compliance and risk management, and responsible for enterprise-wide risk management
• Accountable for division compliance with regulatory and legislative requirements
    
  EDUCATION & EXPERIENCE
   
  This position requires a graduate degree or master’s degree in Business Administration or a related discipline plus ten or more years of cross-functional experience, with a minimum five years at a senior leadership level.   Financial services sector experience is required.
   
  KNOWLEDGE, SKILL & ABILITY (KSA) PROFILE
   
  This position requires an expert level in the following areas:

• The XPress Leadership Role Profile: Knowledge, Skills and Abilities, and Understanding.
• XPress’s Core Competency Framework.

In addition the CA&SDO:

• Is naturally energetic, positive, passionate, motivated and strategic
• Is described by others as inspiring, clear, focused and dedicated to quality coaching and professional development
• Is excited to introduce and champion innovative and progressive approaches, processes, tools and systems in a digital context to advice and service delivery teams
• Has a successful history of executing on plans that resulted in exceptional member or customer experiences throughout an organization
• Leads by example, encourages challenging the status quo and achieving success through XPress’s values of integrity, accountability, diversity, inclusion, service and cooperation
• Operates at the highest standard of ethical behavior as a leader by example
• Applies a broad and strategic organizational perspective to thinking, problem-solving, and decision-making
• Builds strong, balanced, reciprocal cross-functional relationships irrespective of hierarchy
• Demonstrates commitment to values-based leadership and triple bottom line accountability

WHO WE ARE

As one of Manitoba’s Top Employers, the culture of Celero XPress Credit Union is supportive of the individual while focused on the greater community.  You’ll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community.

Choosing to work at Celero XPress Credit Union means that you’ll be working for an organization that…

• puts people, planet and prosperity first,
• values diversity and inclusion,
• is focused on social and environmental responsibility,
• supports employees through training programs and long-term career development,
• offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits.

FINANCIAL ACCOUNT MANAGER

ROLE OVERVIEW

Reporting to the Branch Manager, the Financial Account Manager’s key role is sales and serving as the first contact for members and contributes to the building and retaining of member relationships through the sales of a range of financial products.  The Financial Account Manager builds member relationships that add value and contribute positively to the credit union’s profitability by ensuring that the member’s needs are met as well as identifying and referring opportunities to other team members or specialists within the credit union.

KEY ACCOUNTABILITIES

• Meeting personal business targets, plays a key role in the development of strategies to facilitate goal attainment.
• Proactively develop, nurture, retain and grow member relationships by identifying and ensuring their needs are met and that the relationship contributes positively to the credit union.
• Tracking and reporting personal sales goals and results.
• Promoting and selling a full range of credit union products and services: new memberships, consumer loans, lines of credits, small business loans, mortgages, deposit, investment products, credit cards and estates.
• Explaining to all members the terms and conditions of any credit, deposit or investment product being presented and ensuring that they are consistent with the member’s needs and risk tolerance.
• Providing investment advice and/or referring qualified prospects to specialists within the credit union or partner organizations.
• Resolving member complaints and problems when possible, referring more complex problems to the appropriate person or department - ensuring seamless member service.
• Working directly with other members of the branch sales team to ensure smooth administration of documentation and flow of referrals from the service team.
• Interpreting and understanding operating procedures, lending policies and security requirements and ensuring that all guidelines are adhered to.
• Staying abreast of all functional processes and procedures in order to facilitate quality and seamless delivery of sales and service to members.
• Understands, respects, and supports XPress’s commitment to corporate social responsibilities, respectful workplace and diversity initiatives.
• Maintaining current and relevant knowledge of industry trends, competitor products and strategies.

QUALIFICATIONS

This position requires post-secondary education plus a minimum of two years of job-related experience (lending, investment products) or an equivalent combination of education and experience. 

 Key Occupational Skills

• Strong sales and service skills
• Decision making
• Negotiation skills
• Problem solving skills
• Credit skills
• Investments experience
• Basic accounting skills

We are committed to workforce diversity and actively recruit people with diverse backgrounds, experiences, and perspectives reflecting the community in which we live and work.

To Apply: Please submit your resume and cover letter.  We thank all that apply but only candidates selected for an interview will be contacted.