Chief Retail Officer, EVP

Chief Retail Officer, EVP

HOPE Overview

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial wealth of people in under-resourced Deep South communities. Since 1994, these efforts have benefited more than three million people in Alabama, Arkansas, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at hopecu.org.

The Chief Retail Officer leads retail banking strategy, growth, and market expansion, driving membership, deposits, lending, and revenue through data-driven, community-focused initiatives. Oversees consumer lending portfolio, ensuring balanced growth, strong credit quality, and responsible risk management. Directs branch operations, sales performance, and service delivery to enhance efficiency and member experience. Partners cross-functionally to align strategy, optimize products, and strengthen performance. Develops high-performing teams and fosters a culture of accountability, compliance, and financial inclusion while ensuring adherence to regulatory and risk standards.

Responsibilities:

Retail Strategy, Growth, and Market Expansion:

• Develop and execute a comprehensive retail banking growth strategy aligned with HOPE's strategic plan, financial sustainability goals, and risk appetite.
• Drive membership growth, core deposit expansion, consumer loan growth, and non-interest revenue through targeted sales initiatives, product optimization, and community-based outreach.
• Identify new market opportunities, branch optimization strategies, and alternative delivery channels to expand HOPE's footprint and impact while maintaining portfolio quality.
• Partner with Mortgage, Commercial, and Small Business teams to ensure coordinated growth strategies, consistent credit philosophy, and seamless member experience across all product lines.
• Establish and monitor sales and lending performance metrics, including membership acquisition, deposit growth, product penetration, loan growth, revenue per member, and portfolio performance indicators.

Consumer Lending Oversight & Portfolio Management:

• Provide executive oversight of the consumer lending portfolio, including unsecured and secured loans, indirect lending (if applicable), credit cards, and other retail credit products.
• Ensure consumer lending strategies balance growth, affordability, mission impact, and prudent risk management.
• Partner with Credit Risk, Underwriting, Compliance, and Finance teams to establish appropriate credit policies, pricing strategies, and underwriting standards aligned with HOPE's risk appetite and fair lending commitments.
• Monitor key portfolio risk indicators, including delinquency, charge-offs, vintage performance, credit quality trends, and concentration risk; escalate concerns and drive corrective actions as needed.
• Oversee the development and execution of loss mitigation, collections, and member assistance strategies that reflect HOPE's values of dignity, respect, and financial inclusion.
• Champion responsible lending practices that protect members while supporting sustainable credit access in underserved communities.

Sales Performance, Data Analysis, and Risk Awareness:

• Lead the design and execution of retail sales programs, incentives, and coaching models that promote ethical, compliant, member-centric selling and responsible lending.
• Analyze retail and consumer lending performance data to identify trends, emerging risks, growth opportunities, and operational gaps.
• Ensure early identification and proactive management of credit, operational, and reputational risks within the retail and lending channels.
• Partner with Technology and Analytics teams to enhance reporting, dashboards, and data-driven decision-making across deposits and consumer lending.

Branch Operations & Service Delivery:

• Provide executive oversight of branch operations and retail lending delivery, ensuring consistency, efficiency, risk discipline, and service excellence across all locations.
• Optimize staffing models, workflows, and service delivery processes to improve member experience, lending turnaround times, and operational effectiveness.
• Champion digital, self-service, and automated lending solutions that enhance accessibility and convenience while managing cost-to-serve and portfolio risk.
• Set and enforce enterprise-wide service standards that reflect HOPE's commitment to dignity, respect, inclusion, and responsible financial access.

Member Experience & Service Quality:

• Use member feedback, service metrics, complaint data, and lending-related inquiries to continuously improve the end-to-end member experience.
• Promote a culture of accountability, responsiveness, and effective problem resolution at every member and borrower touchpoint.
• Ensure lending communications, disclosures, and servicing practices are clear, transparent, and member friendly.

Leadership, Talent, and Culture:

• Lead, develop, and inspire a high-performing retail leadership team, including Regional/Branch leaders, retail lending leaders, and support functions.
• Build bench strength through coaching, succession planning, and leadership development across both deposit and lending functions.
• Foster a culture aligned with HOPE's values of Impact, Service Excellence, Compliance, Sustainability, Accountability, and Sound Risk Management.
• Collaborate closely with Human Resources on workforce planning, performance management, incentive alignment, and employee engagement initiatives.

Compliance, Risk Management, and Governance:

• Ensure retail and consumer lending operations comply with all applicable federal and state regulations, credit union policies, fair lending laws, and internal controls.
• Partner closely with Compliance, Risk Management, Legal, and Audit teams to proactively identify, assess, and mitigate operational, credit, and regulatory risks.
• Reinforce ethical conduct, consumer protection standards, fair lending principles, and responsible banking practices throughout all retail and lending channels.
• Serve as a key contributor to enterprise risk discussions related to retail banking and consumer credit.

Education:

• Bachelor's degree in Business, Finance, Economics, or a related field required
• Master's degree (MBA or similar) preferred

Experience:

• Minimum of 1015 years of leadership experience in retail banking or financial services
• Proven track record of driving membership growth, deposit growth, and revenue performance
• Experience leading multi-branch retail operations and geographically dispersed teams
• Strong background in sales management, performance metrics, and incentive design
• Experience in a credit union, CDFI, or mission-driven financial institution strongly preferred

Skills & Competencies:

• Strategic and analytical thinker with strong financial acumen
• Demonstrated ability to translate strategy into measurable results
• Exceptional leadership, communication, and influence skills
• Data-driven decision-maker with experience using dashboards and KPIs
• Deep understanding of consumer banking regulations and risk management
• Passion for financial inclusion, community impact, and equitable access to financial services

Key Performance Indicators (KPIs):

• Membership growth rate
• Core deposit growth
• Retail revenue and product penetration
• Member satisfaction and service metrics
• Branch productivity and cost efficiency
• Employee engagement and retention within retail teams
• Strong interpersonal skills with the ability to work collaboratively across departments and influence senior leadership
• High level of discretion and ability to handle confidential and sensitive information
• Ability to thrive in a fast-paced, dynamic environment while maintaining attention to detail and quality

Physical Demands:

• Employee is regularly required to sit, stand and walk.
• Employee will be in constant use of keyboard, which would require use of hands and fingers.
• Employee will be in constant communication with other persons related to work and requiring the use of hearing and speaking.
• Employee must infrequently lift and/or move up to 10 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

• Employee spends the majority of time in office environment, generally accessible to the public, customers, and potential customers.
• Noise level in the work environment is usually moderate.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Comprehensive Benefits Package:

• Paid Vacation and Sick Time
• 11 Paid Holidays
• 401(k) with Company Match
• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA)
• Disability Benefits