Director, Retail Sales

Who We Are

Great banking should feel effortless. The kind where things just work, the right information is easy to find, and the next step feels natural. At YNCU, we’re focused on making banking simpler, more intuitive, and more useful in the moments that matter. So instead of making people think about how banking works, we make it feel like it just does. That’s one of the ways we show care.

YNCU was created by working people and small business owners who pooled their money to make affordable financial services available to one another. They weren’t just customers—they were our founders. That spirit still shapes how we work today.

Innovation is part of our history, too. Credit unions helped introduce some of Canada’s earliest banking innovations, and that mindset continues at YNCU. We’re always looking for unmet needs, better ways to serve members, and simpler experiences that make banking easier to understand and use.

Department: Retail

Reports to: SVP, Retail Banking and Real Estate Lending

Job Type: Regular, Full-time

Job Grade: 12

The Role

The Director, Retail Sales is accountable for the business performance, leadership, member experience and effective operation of an assigned network of branches. As a senior retail banking leader, the Director, Retail Sales translates YNCU and retail banking priorities into clear market and branch plans, leads and develops Branch Managers, and delivers sustainable growth across deposits, lending, member acquisition, retention and relationship deepening.

The Director, Retail Sales, establishes a high-performance, member-focused culture grounded in trusted advice, sound risk management, operational discipline and employee development. Through regular branch engagement, performance reviews, coaching and data-informed decisions, the Director, Retail Sales ensures Branch Managers have the direction, capability and accountability to deliver business results and a consistent member experience. The Director partners with enterprise teams and other retail leaders to execute strategy, manage risk, improve processes, manage change and strengthen YNCU’s position in its communities.

Leadership and Business Performance

• Lead the performance of an assigned branch portfolio, with Branch Managers for branch results, people leadership, member experience, risk management and operating effectiveness.
• Translate corporate strategy into annual and quarterly business plans, branch-level goals and measurable execution priorities that reflect organizational objectives and local market opportunities.
• Own performance oversight across key measures, including deposit and lending growth, member acquisition, retention, relationship deepening, partner referrals, revenue and productivity, service outcomes and employee engagement.
• Review results and trends regularly, identify performance gaps and growth opportunities, and agree on specific, time-bound actions with Branch Managers.
• Review performance reporting, forecasts, insights and make recommendations to the SVP, Retail Banking and Real Estate Lending.

People Leadership, Coaching and Talent

• Lead, coach and hold Branch Managers accountable for business performance, leadership effectiveness, employee development and execution of YNCU priorities.
• Establish a consistent leadership cadence, including regular one-on-ones, branch visits, quarterly business reviews and documented performance commitments.
• Build Branch Manager capability in consultative advice, sales leadership, coaching, performance management, change leadership and community relationship development.
• Ensure Branch Managers establish effective coaching routines for their teams, including observation, feedback, skills practice and follow-up on agreed development goals.
• Identify high-potential talent, maintain succession plans and support recruitment, onboarding, retention and career development.
• Address performance concerns promptly and fairly, partnering with Human Resources where appropriate.

Sales, Growth and Market Development

• Drive sustainable growth through need-based advice, relationship management, member acquisition, retention and appropriate deepening of member relationships.
• Ensure branch business development plans include proactive member contact, lead and referral management, community engagement and local partnership development.
• Use CRM tools and dashboards to prioritize opportunities, monitor conversion and improve follow-through.
• Promote collaboration across retail banking, risk, wealth and small business/commercial to connect members with appropriate solutions.
• Ensure sales practices are ethical, transparent and member-first, with recommendations based on member needs and suitability rather than product volume alone.

Member Experience and Service Excellence

• Set clear expectations for a consistent, accessible and responsive member experience across branches and channels.
• Review member feedback, complaints, service trends and recurring issues; ensure timely resolution, appropriate escalation and corrective action.
• Promote digital adoption and effective use of in-person, telephone and digital channels while preserving access to advice and support.
• Use member and employee insights to identify service improvements and strengthen loyalty and retention.

Branch Operations, Risk and Compliance

• Oversee branch operating effectiveness, ensuring established procedures and policies are followed.
• Promote a strong risk and compliance culture and ensure Branch Managers understand and execute their responsibilities for operational, conduct, privacy, fraud, financial crime and credit-related controls applicable to their branches.
• Review audit findings, compliance reviews, and operational incidents; ensure accountable owners and timely remediation.
• Ensure lending and other regulated activities are conducted within delegated authorities, policies, procedures and applicable legislation, with appropriate referral to specialist functions.
• Ensure branch staffing and capacity are aligned with business needs, service expectations and approved budgets.
• Monitor workforce capacity, productivity, scheduling and resource allocation, addressing issues with Branch Managers.
• Partner with Risk, Compliance, Internal Audit, Human Resources and other control functions to address issues and strengthen practices.

Strategic Execution, Change and Collaboration

• Contribute to retail banking strategy, business planning, resource allocation and continuous improvement initiatives.
• Lead branch-level implementation of new products, campaigns, systems, processes and organizational changes, ensuring clear communication, readiness and adoption.
• Partner with marketing, lending, digital, analytics, operations and other enterprise teams to remove barriers and improve end-to-end member and employee outcomes.
• Support branch network changes, mergers or integrations by communicating plans, managing transition impacts and sustaining member service and employee engagement.
• Represent YNCU in the community and foster relationships that support local awareness, financial well-being and sustainable business development

What we are looking for

• Post-secondary education in business, finance, commerce, or a related field, or an equivalent combination of education and relevant experience.

• Minimum five (5) years of progressive experience in retail banking or financial services, with a strong background in branch operations and direct sales management.

• Proven experience as a sales coach, leading and mentoring managers, setting performance expectations, with a record of delivering sustained business results.

• Strong understanding of branch banking, deposits, consumer lending, residential real estate lending, member/client relationship management and branch operating practices.

• Ability to use business intelligence, CRM platforms, financial and sales dashboards, forecasts and performance metrics to make decisions and drive accountability.

• Sound knowledge of economic and financial trends

• Working knowledge of applicable legislation, including knowledge of the Credit Unions Act and Regulations, Credit Union By-laws and Policies, regulatory expectations, risk management, compliance and internal control practices relevant to retail financial services.

• Valid driver’s license and ability to travel across the assigned branch network as required (which may include branches in both Northern and Southern Ontario).
• Ability to meet applicable bonding requirements for the role.

This position is for an existing vacancy within our team.

What You’ll Love About Working Here

At YNCU, you are more than an employee. You are part of a purpose driven team that strengthens local communities and champions the credit union difference. We believe banking locally matters, and every day our team helps members build stronger financial futures through personalized advice, trusted relationships, and community support.

As a people first organization, we are committed to an environment where employees feel supported, valued, and empowered to grow. Through professional development, wellness initiatives, volunteering, and collaborative team experiences, we invest in our people because they are at the heart of everything we do. Programs like our Good Neighbours Employee Volunteer Program and Monthly Staff Donation Draws give employees a direct voice in supporting the causes that matter most to them and their communities

When you join our team, you become part of a collaborative culture that values authenticity, growth, and making a meaningful impact in the communities we serve. Some benefits that will support you:

• Competitive compensation and incentive programs
• 100% employer-paid health benefits
• Wellness benefits and resources to help you thrive both at work and at home, including mental health support, fitness programs, wellness breaks, and mindfulness resources
• 7% Matching pension plan
• Paid vacation and personal days
• Ongoing learning, training, and development opportunities
• A free banking account and preferred employee rates on lending and investment products
• Recognition and community engagement programs
• Paid volunteer opportunities and community involvement initiatives
• Professional development and certification reimbursement

Employer Awards and Recognitions

• Certified B Corporation® organization committed to social and environmental impact
• 2025 Southwestern Ontario’s Top Employers
• Waterloo Area’s Top Employers 2025
• The Career Directory 2025: Canada’s Best Employers for Recent Graduates
• 2025 Canada’s Healthy Workplace Month Great Employer
• Ontario Living Wage Network

Check out our current openings athttps://jobs.dayforcehcm.com/yncu/CANDIDATEPORTAL

YNCU strives to be a diverse workplace reflective of the communities that we live in. We are committed to a diverse workforce and invite everyone to apply. YNCU makes hiring decisions solely on qualifications, merit, and business needs at the time.

YNCU is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, gender, religion, sexual orientation, national origin, disability, pregnancy, or any other protected characteristic as outlined by national, provincial, or municipal laws. This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training.

Your Neighbourhood Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process. Please contact Human Resources at [email protected].