Overview
To provide strategic and operational direction for full-service branches within an assigned region, to include operations, lending, member service, and security/safety in accordance with Navy Federal's objectives. Drive global Branch Operations strategy and execution. Maximize key business growth goals (revenue generation and strategic initiatives) in collaboration with Branch Operations executive leadership. Pioneer new channels, audiences and geographic expansion opportunities. Work is performed under general direction.
Responsibilities
Plan, manage, and direct the day-to-day operations of branches within the region
Lead, direct, coach, and develop branch leaders for assigned region to ensure consistent and quality service to all members
Lead staff in resolving complex member issues, questions, and complaints to ensure member satisfaction as well as resolve complex and escalated member issues to a beneficial solution
Lead or contribute to departmental projects that support enterprise strategic initiatives; ensure branch leaders and teams understand Navy Federal's strategic plan and how their individual efforts contribute to its success
Conduct regional branch visits to evaluate operations, provide training and development, and provide leadership, guidance, and information to branch leadership teams
Anticipate internal and/or external business challenges including regulatory; recommend process, product, or service enhancements; mitigate operational risk and ensure accountability of operational soundness/compliance
Establish effective membership targeting strategies to maximize member growth and retention; improve member financial health through education and relationship building
Develop metrics to monitor key performance indicators which identify opportunities for product/program enhancement and increased market penetration
Market Navy Federal Brand by leveraging marketing tools as needed, to include advertising, digital, and social media to maximize public awareness
Partner with stakeholders to recommend site selection, acquisition, planning, design, construction, and maintenance of branch offices and remote ATM networks; oversee new branch opening, renovation, and relocation processes
Seek opportunities within market for potential acquisitions, mergers, and innovations
Analyze the internal environment and implement solutions to ensure high levels of employee engagement
Establish, develop, and maintain relationships with the Department of Defense (DoD) Recruiters, DoD civilian agencies, Reserve Officers' Training Corps (ROTC) contacts, base/command personnel (Commanding Unit Liaison Officer), media/marketing representatives, and local community organizations
Support military education throughout career life cycle; recommend and develop member loyalty programs and ensure support of military community and on-base events
Seek new opportunities to build additional external business relationships such as partnership to increase expansion and/or depth of product and service offerings
Establish and support relationships within the community to further Navy Federal's reputation and presence
Collaborate with leadership/executive colleagues to develop/execute corporate initiatives and/or department strategy
Contribute to a culture of collaboration by actively working across business lines, communicating knowledge and business processes to other business units
Proactively plan for and respond to all major catastrophic events (pandemic, extreme weather, etc.)
Perform other duties as assigned
Qualifications
Significant progressively responsible experience in leading and managing large teams across multiple locations in a large organization
Experience in identifying membership growth opportunities and developing, implementing, and maintaining member acquisition programs, event strategies, and creating/expanding business opportunities
Advanced knowledge of applicable federal and state laws, rules and regulations governing consumer lending, credit cards, mortgage and equity loans, savings and checking accounts
Expert knowledge of banking/financial industry standards and practices
Ability to gain the confidence and cooperation of management and staff, DoD personnel, and community leaders
Significant experience in member/customer service operations to include understanding of effective member/customer service philosophy
Significant experience in leading and managing diverse and complex operational environments
Advanced knowledge of marketing, project management, market research, and member relations practices, principles, and processes
Significant experience in demonstrating thought-leadership, initiative-taking, decision-making and creativity solving business problems
Significant experience in leading large projects/initiatives which have business risk and impact
Significant experience in delivering presentations to virtual and in person teams
Significant experience in client/vendor management to achieve strategic goals and implementation
Advanced knowledge of regulations impacting the security of financial assets, the release of confidential information and records maintenance
Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
Expert leadership skills, marked by poise, positive influence, and the ability to drive change
Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
Expert skill exercising initiative and using good judgment to make sound decisions
Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully
Advanced skill to effectively manage a remote distributed workforce across multiple locations and time zones
Advanced skill using innovative thinking to solve problems and facilitate the decision-making process
Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
Expert verbal, interpersonal and written communication skills
Expert organizational, planning and time management skill
Advanced database, word processing, spreadsheet, and presentation software skills (e.g., Microsoft Office, etc.)
Master's degree in Business Administration, Finance, or related field, or the equivalent combination of education, training, and experience
Hours: Monday - Friday, 8:00AM - 4:30PM
Location: Remote *While it is always preferred for an AVP to reside within their assigned region, there are circumstances in which living outside the region may be acceptable. The AVP may reside outside the market if they remain within one time zone of the region they oversee and must have reasonable access to an airport that provides flights to nonlocal branches.
About Us
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
Our approach to careers is simple yet powerful: Make our mission your passion.
Fortune 100 Best Companies to Work For 2025
Yello and WayUp Top 100 Internship Programs
Computerworld® Best Places to Work in IT
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2025 PEOPLE® Companies That Care
Newsweek Most Trustworthy Companies in America
Military Times 2025 Best for Vets Employers
Best Companies for Latinos to Work for 2024
Forbes® 2025 America's Best Large Employers
Forbes® 2025 America's Best Employers for New Grads
Forbes® 2025 America's Best Employers for Tech Workers
2025 RippleMatch Campus Forward Award Winner for Overall Excellence
Military.com Top Military Spouse Employers 2025
2025 Handshake Early Talent Award
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page (https://fa-etbx-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/nfcu/pages/employee-benefits) of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act. REQNUMBER: 28359
