POSITION OBJECTIVE:

Through the lens of Northern?s Leadership Principles and Ideal Team Player Virtues, the Career Development and Owner Engagement Manager is responsible for modeling a culture of ownership, a mindset of innovation, and continually delivering an exceptional member experience while exhibiting Humble, Hungry and People Smart Virtues. Responsibilities include the development, and execution of, business plans that align with Northern?s strategic initiatives in partnership with the VP of HR, Training & Compliance that elevates overall internal owner performance and deepens member relationships. This encompasses all facets of recruitment, onboarding, career development, and member engagement enabling Northern to become the Standard of Excellence. The Career Development and Owner Engagement Manager mentors, develops, and provides guidance and support ensuring a highly engaged, people-focused team that consistently meets and exceeds expectations in accordance with Northern?s mission, vision, and strategic direction.

ESSENTIAL JOB FUNCTIONS:

Proactively serves as a role model and demonstrates individual commitment to Northern?s growth by:

Exhibiting high energy, a positive attitude, creativity, passion for member service and building relationships.
Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally.
Researching, developing, recommending enhancement plans to further promote Credit Union Culture and the Standard of Excellence for Member Service.
Keeping open communication alive by inspiring internal owner participation on teams,listening to internal owner ideas, holdiing meetings and publishing regular announcements.

Strengthens Northern?s people-first culture by playing an integral role in progressing the Career Development and Owner Engagement Team?s vision through:

Providing leadership that progressively builds confidence and inspires team members to challenge boundaries in pursuit of reaching their maximum potential.
Through team collaboration, establishing department goals and objectives, communicating clear performance standards, proactively coaching, counseling, and developing the team, and holding team members accountable, ensuring they are effective with delivering outstanding service to internal and external owners.
Assisting in the overall direction and performance of the team including hiring, department scheduling, training, meetings, projects, and following department budget requirements to meet short and long-term goals of the department and the Credit Union.
Driving team projects and working harmoniously in conjunction with other leaders on cross department functions.

Provides leadership in relation to all Recruiting, Onboarding and Career Development activities by:

Establishing a recruiting and onboarding strategy that meets the organization?s goals and objectives.
Overseeing the recruitment and selection process, ensuring quality applicants are identified for vacancies and that Northern?s teams are adequately staffed with employees dedicated to fulfilling the organization?s mission and vision.
Ensuring direct reports are identifying future talent needs and proactively recruiting by developing talent pool through outreach to colleges, universities, and other sources.
Maximizing the utilization of Northern?s applicant tracking system to track applicants through the selection phase through to Onboarding.
Researching best practices and establishing recruiting and placement processes that enable Northern to increase retention goals. Partnering with HR Leadership in establishing recruiting outreach efforts that align with Northern?s Affirmative Action Plan goals.
Consulting with leaders to identify needs and develop comprehensive onboarding programs that ensure quality service to new internal owners.
Partnering with the VP of HR, Careers and Compliance and department leaders in creating and customizing leadership onboarding programs and development paths.
Ensuring that internal owners are well trained and proficient in their respective positions. Ensures that internal owners have established SMART Goals and customized development plans documented within Northern?s performance management system.
Utilizing Northern?s performance management system to prepare statistical reports that reflect performance of internal owners; monitoring the progress of internal owners before, during and after career development related activities.
Overseeing the organization, development and maintenance of training manuals, job aids, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.
Compiling data and analyzing past and current year training requirements to prepare budgets and justify funds requested; monitors training budget to ensure costs do not exceed allocated funds.
Keeping informed of new developments, methods, and techniques in the recruiting and learning development field.

Provides leadership in relations to ensuring the Standard of Excellence in member experience by:

Responsible for the success of all internal owners working with members and promoting the member experience program to exceed member engagement and relationship goals through technology, effective coaching, reporting & analytics and process enhancements for efficiency.
Creating quality-monitoring processes to ensure effective measuring and elevation of member service levels to policies and procedures across the organization.
Partnering with the Marketing department in monitoring online member feedback and providing recommendations to improve Northern?s brand on social media and other marketing review channels.
Partnering with department leadership in recognizing training opportunities that promote focused conversations that will lead to greater member engagement, efficiencies, productivity, and service levels.
Partnering with leaders, and proactively mentoring internal owners to provide guidance on focused conversations to encourage member relationship growth.
Effectively communicating team achievements and successful service accomplishments to internal owners, rewarding team members who deliver upon well-executed plans, inspiring the organization, team and individual goals
Partner with department leaders on periodic reviews identifying improvement opportunities and alternative solutions to current operational processes and practices that result in greater efficiencies and overall consistency with quality member experiences while improving operational excellence and providing a consistent ?WOW? atmosphere.
Generating a variety of monthly and periodic reports to evaluate metrics and overall performance with recommendations to increase efficiency and improve goals, including reports for the monthly Board meetings.

OTHER JOB FUNCTIONS:

Assists with creation of annual finance and operations plan and team planning process.
Through Ownership Pride, promotes Northern's Core Values throughout the organization. Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations.
Actively participates in other Credit Union duties, functions, committees, and events as may be reasonably requested, or on a volunteer basis.
Provides informed, friendly, prompt, professional and accurate communication, service and support to all members and internal owners.
Develops and maintains an understanding of all credit union policies, procedures, culture, values and trends within the credit union industry.
Participates in the future of the credit union by offering constructive suggestions that may attract new members and/or enhance product penetration.
Stays informed and maintains a working knowledge of state and federal regulations pertaining to recruiting and member service compliance as well as changes to in credit union regulations, policies and procedures, products/services and delivery channels as well as culture and trends within the Credit Union industry.
Identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to continually develop greater knowledge and expertise in lending and member services. Takes initiative for personal career development and seeks opportunities to learn new skills.
Regular workday in addition to evenings and weekends.
Hybrid work environment combined with occasional travel between relationship centers.
Establishes and maintains professional business relationships with internal and external members, partners, association groups, service vendors, and other parties as necessary and appropriate in support of Credit Union programs.

QUALIFICATIONS, SKILLS AND EXPERIENCE

Associate degree or completion of specialized training is required.
3 or more years of similar or related leadership experience is required.
3 or more years of financial industry experience is required.
The incumbent must be a persuasive communicator with excellent command of verbal and written presentations. Clear communication with internal and external members through verbal and written correspondence is required along with the ability to effectively develop and motivate people in one-on-one and in small group situations is essential.
A professional level of self-direction and autonomy is expected of this position. Diversified procedures, specialized job standards, and specific policies, as well as agreed upon objectives, deadlines and priorities limit the latitude permitted for independent judgment requiring analytical ability, judgment, and time management skills. The employee prioritizes their workflow, carries out the successive steps and handles problems and deviations in the work assignment in accordance with instructions, policies, previous training, or accepted practices in the occupation.
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
The position is expected to have a notable impact on current financial or strategic organizational goals and objectives. The effects of the job could impact a segment of customers and/or employees across several functional areas.
Strong problem resolution and assertive communication skills in effectively dealing with members, external vendors, leaders, and internal owners.
Problems encountered are somewhat complex and may involve consideration of a variety or breadth of data and information.
The position requires confident leadership abilities. This individual will be instrumental in maintaining effective teamwork among members of the team in addition to internal owners in other departments.
Must adapt well to new or non-traditional environments and display a commitment to the community, to increasing member engagement and to Northern?s objectives.
Exceptional member service skills are required: Relationship focused approach, product and service knowledge, attention to detail, adherence to operational policies and procedures.
Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database programs.

Physical Activities and Requirements of this Position:

Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. Talking: Especially where one must frequently convey detailed or important Instructions or ideas accurately, loudly, or quickly. Average Hearing: Able to hear average or normal conversations and receive ordinary information. Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers. Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate office equipment. Physical Strength: Sedentary work; sitting most of the time. Working Conditions: No hazardous or significantly unpleasant conditions.

Mental Activities and Requirements of this position:

Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.Able to interpret a variety of technical instructions and can deal with multiple variables. Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission. Markup and selling price; and ratio, proportion, and percentage. Able to Perform very simple algebra. Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style. Ability to conduct training, communicate at panel discussions, and make professional presentations.

Compensation:

The base pay range for this position is $67,771.90 - $88,950.62 annually. Exact offers will be determined based on job-related knowledge, skills, and experience

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