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Director Retail and Investment Services

Nov 26, 2019

Company: Coast Capital Savings Federal Credit Union 

Location: British Columbia (CA-BC), Vancouver   

Job Type: Full-Time 


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


About Coast Capital Savings

Coast Capital Savings Federal Credit Union (“Coast Capital” or “the Credit Union”) is Canada’s largest credit union by membership and for nearly 80 years, British Columbians have turned to Coast Capital to help them manage their money and improve their financial well-being. Coast Capital is a co-operative credit union owned by the 550,000 members who bank with them. It offers retail and commercial banking, investment and insurance services in the Metro Vancouver, Fraser Valley, Okanagan and Vancouver Island regions of British Columbia. An Imagine Canada Caring Company and a certified B Corporation in recognition of its social performance, the credit union invested $5.6 million into local communities in 2017, focusing on empowering and engaging youth. Coast Capital is one of Canada's Most Admired Corporate Cultures™, and is a winner of the Canada's Best Managed Companies Platinum Club designation. In November 2018 Coast Capital Savings was approved to become BC’s first Federal Credit Union.


The Opportunity

Coast Capital Savings is at an exciting time in its evolution. Having recently become a Federal Credit Union the Director Retail and Investment Services is responsible for the effective execution of Retail and the Wealth Management strategy to meet agreed upon financial corporate goals. This will be achieved through working with various business partners to deliver a consistent exceptional experience for both staff and customers. The Director will identify and address gaps and help utilize opportunities. The Director directly supports the SVP of Retail 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. This role could be based out of one of our 4 regions; Vancouver Island, Metro Vancouver, Surrey/White Rock or Fraser Valley.


Key Responsibilities

The Director Retail and Investment Services, primary responsibilities are to work with both a macro and micro view of the business, ensuring that the right people, skills, and positions are leveraged to best capture opportunities. The Director, Retail & Investment Services strategically and operationally oversees a Region of 10 -15 Retail Banking branches and in partnership with a Regional Manager Investments helps to direct a team of Financial Planners in Wealth Management. 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


Further specific areas of responsibility include:


  • Leads the focus on ensuring that the customers’ needs are met by the most appropriate  channel. This is done by effective workforce planning and deployment of frontline resources so that capacity and capability meets Members needs both in person and electronically.
  • Dynamically and visibly leads and manages a workforce within the region concept by fostering a learning environment where all staff are focused on providing a high standard of service while achieving profitable production and productivity
  • Create an environment among the region leaders which fosters an exceptional “HELP” service culture supporting partnering behaviors, that capitalize on individual’s expertise, knowledge and education to provide a first class customer experience.
  • Coaches Regional/Branch leaders and staff to effectively liaise and seek opportunities for business growth (referrals) amongst all business areas (small business / commercial, mobile lending).
  • 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. Working with business partners recommends promotions and salary recommendations. Helps direct staff to develop and pursue a Professional Development Plan, coaching sales leaders to success.
  • Reviews weekly and monthly reports and provides coaching on sales and service opportunities, financial advice and opportunity management - member need identification, provision of advice, packaging of solutions, as well as monitoring and follow-up.
  • Effectively manages capacity and distribution of Human resources, Delivery channels to meet customer fulfillment within the context of corporate goals and Strategy.
  • Effectively manages controllable expenses to agreed budget goals.
  • Achieve and sustain a balanced approach to managing the Region’s risk profile by ensuring risk and compliance controls and processes (credit, Operational and regulatory) are integrated into business as usual activities and operating effectively.
  • Demonstrates and models successful sales and sales management activities and behaviors in order to meet and exceed member expectations and business objectives
  • Ensures each Branch implements enterprise contact management strategy and tracking properly and effectively to ensure sufficient sales activities are in place for successful achievement financial goals.



The successful candidate will have significant leadership experience in Retail Banking environment and overseeing 10+ retail Branches.


Additionally, this person will have the following key assets:

  • Experience in risk management and security compliance issues
  • Extensive knowledge of lending functions
  • Expertise in the investment and deposit functions is required.
  • Proven success in both direct sales and management roles.
  • Must have demonstrated experience coaching to lending and investments.
  • 6+ years of experience in a regulatory compliance role in a 3 line of defense environment
  • Completion of Post-Secondary education, preferably at a University Degree level in a related discipline
  • Mutual Funds license is a requirement for this position. CFP designation is an asset.
  • Demonstrated understanding of the sales process and effective sales coaching skills.
  • Ability to effectively manage and motivate leaders in multiple locations.
  • Ability to communicate well verbally and in writing; strong public-speaking and presentation skills.
  • Understands the role of the Credit Union vs. a traditional bank and how we invest our profits back into our people and our business.


In addition to these specific qualifications, our Leadership Imperatives act as a guide for our Senior Leadership Team. Leaders are asked to progressively demonstrate these Imperatives. Coast Capital strategy flows from them and if kept in mind, we will uphold our brand, core values, business models, mission and vision.

Coast Capital’s Leadership Imperatives

  • Leads Change and Transformation
    • Leads the Organization through change
    • Sparks organizational transformation and innovation
  • Empowers for results
    • Fosters a sense of purpose
    • Creates conditions for bold performance
    • Builds autonomy
  • Develops Talent
    • Develops self
    • Advocates a coach approach
    • Builds a culture that develops talent
  • Executes Strategy
    • Generates bold strategies that transform the business
    • Connects and aligns people to strategy
    • Creates accountability and commitment

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. 

Apply now »