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Director, Small Business Banking

Aug 12, 2019

Company: Coast Capital Savings Federal Credit Union 

Location: British Columbia (CA-BC), Surrey   

Job Type: Full-Time 


Together, we help empower you to achieve what’s important in your life.


What’s the job?

The Director, Small Business Banking ensures the effective execution of Small Business Banking strategy to meet agreed upon financial corporate goals. The Director effectively manages the business by focusing on and applying Coast’s business approach of selling Help in order to ensure a consistent customer experience. This is achieved through working with various business partners. The Director will identify and address gaps and help capture opportunities. The Director directly supports the VP, Small Business Banking in effectively managing a sales and service workforce within the network as well as functionally and operationally executing the development of strategies, objectives and business plans.


 What you’ll get to do:

  • Engage the Commercial Services team and other stakeholders in the rollout of new initiatives related to strategy implementation.
  • Create an environment among the Small Business Banking leaders which fosters an exceptional “HELP” service culture supporting partnering behaviors to provide a first class customer experience.
  • Lead effective workforce planning and deployment to ensure customer needs are met by the most appropriate business specialist or alternate channel.
  • Dynamically and visibly lead and manage the Small Business Banking team by fostering a learning environment where all staff are focused on providing a high standard of service while achieving profitable production and productivity.
  • Anticipate and integrate customer needs and expectations into systems, tools and product development and delivery.
  • Know the key industry players and market/competitive landscape: know the competition and the organization's competitive advantages within the industry, and maintain an awareness of external factors that affect the industry (regulatory environment, suppliers, etc.).
  • Remain aware of competitive industry trends, products and activities in the trade area, but also nationally and internationally.
  • Effectively lead the Small Business Banking team enabling a work environment that facilitates high productivity and morale of staff.
  • Responsible for performance management including performance evaluations, goal setting, career counseling, training and development, recruiting and helping create a recruiting pipeline - both internally and externally. Help direct staff to develop and pursue a Professional Development Plan, coaching leaders to success.
  • Coach Regional/Branch leaders and staff to effectively liaise and seek opportunities for business growth (referrals) amongst all business areas (Retail/Investment, Mobile Lending, etc.).
  • Paramount to the team’s success is building of employee capabilities and business acumen, selecting the right individuals while holding all team members accountable to agreed individual goals.
  • Directly impacts and influences sales and coaching capability of the Managers, Small Business Banking by providing leadership and training as required. Exhibit integral leadership in positively promoting the organizational and divisional vision and direction while being an effective change leader.
  • Build collaborative relationships with others in the division and the organization, cultivating strong collaboration and internal partnerships and ensuring behavioural alignment to accelerate successful strategy implementation.
  • Support all planning activities and the provision of metrics and reporting under the direction of the VP, Small Business Banking.
  • Ensure appropriate steps are taken in conjunction with cross functional colleagues to manage costs and improve systems and processes within organization infrastructure.
  • Effectively manage capacity and distribution of Human Resources, Delivery Channels to meet customer fulfillment within the context of Corporate Goals and Strategy.
  • Ensure additional needs/opportunities are uncovered and acted upon.
  • Effectively manage controllable expenses to agreed budget goals.
  • Achieve and sustain a balanced approach to managing the business risk profile by ensuring risk and compliance controls and processes (Credit, Operational and Regulatory) are integrated into business as usual activities and operating effectively.
  • Ensure adequate compliance and risk training and coaching is made available when required.
  • Continually demonstrate sound knowledge of CCS’ operating and Audit requirements.
  • Demonstrate and model successful sales and sales management activities and behaviors in order to meet and exceed member expectations and business objectives.
  • Create an environment which fosters exceptional sales and service culture, supports collaborative behaviors while capitalizing on individual’s expertise.
  • Actively coach Managers, Small Business Banking and staff to effectively seek opportunities for business.
  • Review weekly and monthly reports and provide coaching on sales, financial advice and opportunity management.
  • Ensure each leader and staff implements the enterprise contact management strategy and tracks opportunities properly and effectively to ensure sufficient sales activities are in place for successful achievement of financial goals.
  • Implement and support developed infrastructure and strategies that support an increase in quality and quantity of business for the Commercial division through the interpretation of qualitative or quantitative data, identifying trends or solutions that fit with organizational strategy and long term goals.
  • Ensure close collaboration between Commercial and Retail divisions to ensure that process and systems maximize the flow of information and cross- selling opportunities and reduce costs. Ensures that best practices are shared broadly and effectively implemented.


Who are we looking for?

  • Minimum 10+ Years of Job Related Experience
  • Minimum 15 years proven, progressive and broad-based banking, credit, operations and management experience with good knowledge of both commercial and retail markets. Project management experience is preferred.
  • Bachelor's Degree or a diploma requiring 3 - 4 years of full-time study.
  • Minimum of either a Bachelor’s Degree in Business/Commerce or other relevant professional designation such as an accounting designation. MBA is preferred. 
  • Thorough understanding of credit analysis and internal credit policies, both commercial and retail.
  • Strong business acumen. Sound knowledge of and ability to explain how CCS derives income.
  • Proficient knowledge in all relevant banking system technologies and computer programs (i.e. Word, Excel).
  • Advanced knowledge of financial statements and accounting principles.
  • Proficient knowledge of local and provincial economies and trends in a variety of industries.
  • Demonstrated understanding of sales and effective sales coaching skills.
  • Demonstrated creativity and flexibility to meet competing demands.
  • Strong managerial, planning, organizational, leadership and decision-making skills.
  • Ability to effectively manage and motivate leaders in multiple locations.
  • Strong analytical, communication, presentation and interpersonal skills.
  • Proven ability to work with multiple priorities and deadlines.
  • Ability to deal effectively and promptly with escalated customer concerns.
  • Understands the role of the Credit Union vs. a traditional bank.



Why join Coast Capital Savings?


We don’t mean to toot our own horn, but…


  • We improve Canadians’ financial well-being through providing simple financial help.
  • Employees do what’s best for our members. Every day.
  • We believe in being a great corporate citizen so we invest in our local communities by donating our time, money and expertise.
  • Our employees take advantage of the many opportunities to grow their careers.
  • Employees love having a cool place to work with modern LEED certified offices and being recognized with a virtual (and, at times, an actual) high-five.
  • Our inspiring leaders help our employees develop their talents and encourage them to be their fabulous selves.
  • We have a unique culture where we take our business seriously, but ourselves, not so much.
  • We are a Certified B Corp®. Our certification reflects our strong commitment to social and environmental performance, accountability, and transparency.
  • In 2019, we earned double kudos by being named one of BC’s Top Employers and one of Canada’s Best Managed Companies – two of the nation’s most coveted business awards, may we add.


Does this position inspire you?  If so, apply today at Coast Capital Savings.