Employment Opportunity
Senior Manager, Virtual Solutions
Fort St John, BC
Closing Date: May 8, 2015 or until filled.
Role Summary
The primary purpose of this position is to assist North Peace Savings & Credit Union in living out our Service
Mission, “To build rewarding relationships through a superior service experience.” One of the primary means
to achieve this end is to develop a highly effective team of employees and develop each employee to their
highest potential through coaching and leadership. Responsible for ensuring that outstanding service is
delivered to both internal and external members. A key component of this service is to identify the financial
needs of the member and recommend an appropriate credit union solution. The Senior Manager, Virtual
Solutions is accountable for the annual preparation of plans for business development through virtual channels,
sales management, staff development and financial return to drive profitable growth in support of the Credit
Union’s annual performance goals and objectives.
The Senior Manager, Virtual Solutions provides overall management of the virtual services operations of the
Credit Union. The goal of the role is to provide an excellent level of service to the Credit Union’s members
through virtual channels including, but not limited to, Personal Teller Machines, Smart Offices, online and
mobile technologies. The Senior Manager, Virtual Solutions achieves business results through sales and market
leadership, implementation of strategic direction and representation in the markets we serve. This role ensures
member satisfaction and revenue is maximized and opportunities are capitalized on. This role requires a deep
and thorough understanding of the Credit Union’s virtual strategies, industry technology enhancements and the
competitive environment in which North Peace Savings and Credit Union compete as it relates to the virtual
world.
The Senior Manager, Virtual Solutions will maintain a high profile external to the Credit Union fulfilling the
function of business development working to expand the Credit Union’s role as a leader in virtual services and a
valued corporate citizen.
Key Responsibilities
Employee and Team Engagement
The Senior Manager, Virtual Solutions is responsible to:
 Ensure team delivers service to both internal and external members that are in alignment with the
credit union’s Service Promises.
o I promise to be respectful in every interaction.
o I promise to do it right the first time.
o I promise to deliver more than expected.
o I promise to keep it simple and easy.
o I promise to provide innovative solutions.
o I promise to create a positive and memorable experience.
o I promise to significantly improve your financial life.
 Lead and mentor staff with an approachable manner and promote a coaching environment.
 Develop each employee to their highest potential by identifying their areas for improvement and
appropriately coaching, training or correcting the employees’ performance.
 Recognize employees who perform at a high level.
Employment Opportunity
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Hold employees accountable for their performance, attitude and behavior.
Meet with direct reports monthly to review previous month’s performance, set goals for upcoming
month’s performance and develop plans to improve employee’s performance.
Ensure that the branch meets sales and service goals as established by the Credit Union.
Demonstrate enthusiastic support of corporate mission, core values and long-term objectives.
Effectively communicate and reinforce NPSCU and local strategic direction and organizational values.
Lead the establishment of team’s sales objectives and related activities to achieve a superior member
experience, profitable business growth, member retention and productivity.
Develops an effective, adaptable work force to ensure a differentiated experience for our members.
Champions sales management practices and leads in the implementation of strategic initiatives.
Manage the efficient workflow of the operations of the Virtual Solutions network.
Enhances employee commitment and capability and member loyalty while leveraging full NPSCU
capabilities, including retail banking, mortgage specialists team, business solutions, wealth management
and other service partners.
Performs job duties within our bylaws, regulations, policies, established internal and external service
standards and our work procedures.
Strategic and Innovative Leadership
 Develops and implements innovative initiatives and expansion plans for the Virtual Service Centre with
specific focus on increasing capabilities at the Personal Teller Machines, developing in and outbound
member support/proactivity, creating online sales and service delivery options and leveraging the virtual
offices.
 Generates ideas and overcomes challenges in effort to expand and enhance the Virtual Solutions Centre
offerings.
 Actively participates in the research and development of new branching opportunities.
 Create, implement and champion innovative solutions to enhance the virtual member experience.
 Working in collaboration with Senior Managers, Branch Managers and others, ensures integration and
teamwork through all lines of business.
 Ensure that sales processes favour and respect member objectives over sales targets by providing tailormade financial solutions to our members.
 Identify opportunities and make recommendations to modify, enhance, add or discontinue of NPSCU
products and services to meet changing or emerging needs of members.
 Prepare and recommend budget objectives, along with monitoring and coordinating activities to achieve
strategic, operational and annual budget objectives.
 Act as subject matter expert on key sales levers - coaching, skill building, sales management, change
management, sales activity planning, performance management, member advice events, local market
acquisition activities, advice tools, and transactional coaching.
 Proactively participate in community events resulting in a positive image of the Credit Union in the
marketplace.
Sales and Service Delivery
 Providing referrals to other lines of business including retail and business services and wealth
management.
 Develop business and coordinate referral channels.
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Works in partnership with other teams within the organization to implement strategies, processes and
disciplines to ensure a high level of financial advice and relationship management via virtual channels for
members with sophisticated financial needs.
Develop and maintain continuous reporting of Virtual Solutions development activities.
Champion and Implement Credit Union programs and campaigns.
Develop and maintain continuous reporting of marketing and sales initiatives.
Expected Outcomes of the Role
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Planned goals and objectives are achieved.
Establish Success Metrics for each position.
A collaborative and mutually beneficial referral environment is in existence throughout the Credit Union.
Members view the Credit Union as exceeding expectations in terms of service quality.
Virtual channel members are provided with the appropriate products that suit their needs.
Staff are knowledgeable about the Credit Union’s business products and services.
A professional and safe work environment is maintained.
All policies and procedures are adhered to.
Education & Experience
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Post-secondary degree or designation in a business related field, or
5+ years of equivalent experience.
Experienced in the delivery and maintenance of services through technology based channels.
Call centre experience would be asset.
Required Knowledge Skills & Abilities
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Proven ability to coach a diverse team.
Advance sales and service coaching capability to drive revenue through improved sales and service
effectiveness and member experience performance.
Ability to support the development and execution of new virtual channels that enhance the member
experience.
Thorough understanding of and the proven ability to, perform well in a sales process and sales
management environment.
Strong business acumen and execution skills with the ability to translate strategies and business plans
into action and outcomes.
Exceptional prioritization and time management skills with ability to optimize productivity through
synergistic collaboration.
Prior experience in leading a diverse team with bottom line accountability.
Exceptional verbal and written communication skills.
Extensive knowledge of technology as it relates to the financial services industry.
Knowledge of retail and business credit and investments is an asset.
Proficient with various computer applications.
Core Competencies
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Excellent oral and written communications skills that enable effective interaction with staff, members
and the community.
Leadership that creates a positive team environment and productive work environment
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Effective and transparent decision-making, planning and organizing abilities, and problem solving skills
High degree of interpersonal effectiveness, professionalism, and entrepreneurism
Aptitude for working under tight deadlines, high volumes and quick decision making
This role description is only a summary of the typical functions of the role, not an exhaustive or
comprehensive list of all possible role responsibilities, tasks, and duties. The responsibilities, tasks, and
duties of the incumbent might differ from those outlined in the role description and other duties, as
assigned, might be part of the role.
This role description duties may be added, removed or changed from time to time.
External candidates may be considered for this position.
Olivia Young, Human Resources Specialist
North Peace Savings and Credit Union
10344-100th St
Fort St. John, BC, V1J 3Z1
Fax: 250-787-9191 or E-mail: [email protected]
For a complete role description, visit: www.npscu.ca
North Peace Savings and Credit Union thanks all applicants for their interest; however,
only those selected for an interview will be contacted.