Director, Member Experience (Retail Banking)

Job Type: Full-Time

Vacancy Status: This position is an existing vacancy

Target Salary Range: 115,000 - 130,000/ yr

The compensation for this position is determined by a combination of skills, experience and is aligned to the market in which the job is posted. Your recruiter will provide additional details about our total rewards package during the hiring process.

Work Location: Based out of the Toronto Corporate Office at 2 Bloor St E. Assigned Branches in GTA-West and into Southern Ontario. Regular Travel to assigned branches is required. 

Scope of Position

  The Director, Member Experience is a senior people leader responsible for leading a Regional network of small to mid-sized branches to deliver exceptional member experiences, sustainable growth, and strong operational performance. The role is accountable for translating retail and enterprise strategy into consistent branch-level execution through visible leadership, disciplined performance management and strong cross functional collaboration. This position balances strategic oversight with active, hands-on leadership, maintaining close engagement with branch leaders to drive priorities, remove barriers, coach and develop talent and reinforcing expectations.

The Director embeds Alterna’s values and hospitality-first culture into all member interactions while ensuring operational clarity, risk discipline, and accountability for results.

Major Responsibilities

  Strategy, Planning & Performance

•   Translate enterprise and retail strategies into clear, actionable priorities for each branch within the assigned network.


• Lead the development, execution, and refinement of annual and multi-year business plans.


• Establish clear performance expectations and hold leaders accountable for results.


• Analyze performance trends and drive corrective action where needed.


• Provide regular insights and recommendations to the Chief Retail Experience Officer.

Member Experience & Hospitality-First Leadership

•  Champion a hospitality-first service philosophy that prioritizes meaningful member relationships.


• Ensure service standards and recovery practices are consistently applied.


• Maintain strong branch presence to reinforce behavioural competencies and service excellence.


• Use member feedback to strengthen experiences.

Risk, Compliance & Operational Excellence

•   Ensure compliance with operational, credit, and regulatory policies.


• Promote ethical decision-making and audit readiness


• Oversee monthly monitoring of Branch performance, sales and control reports


• Works with branch managers in resolving member issues and ensures staff adhere to branch complaints procedures


• Ensure employees adhere to code of conduct and service standards


• Oversee any revisions to cash control and security procedures as appropriate and when deemed necessary from a risk control framework.

Leadership Development & Coaching

•   Coach and develop Branch Managers and senior leaders.


• Build leadership capability and succession plans.


• Reinforce clear leadership expectations.


• Oversee the training, coaching, monitoring and guidance to the branch management team and direct reports in order to achieve sales and revenue targets.

Culture, Engagement & Collaboration

•   Foster a high-performance culture aligned with company values.


• Encourage collaboration and sharing of best practices.

Performance & Accountability

• Hold leaders accountable for results and behaviours.


• Address performance gaps and recognize strong performance.

Expectations / Outcomes

•   Deliver strong financial performance by achieving quarterly and annual sales, growth, and profitability targets, including Performance Agreement measures, Funds Under Management (FUM), net income contribution, and net member growth.


• Drive sustainable membership growth by deepening member engagement and satisfaction, positioning Alterna Savings as the primary financial institution for members and communities served.


• Lead and execute business development strategies that strengthen Alterna’s market presence, increase brand awareness, and build meaningful partnerships aligned with Alterna’s cooperative values.


• Ensure operational excellence through effective staffing models, capable teams, and achievement of corporate operational targets.


• Maintain strong credit quality and risk management practices in line with Alterna’s risk appetite, while achieving positive internal and external audit outcomes.


• Build and develop high‑performing, knowledgeable sales and service teams that deliver exceptional member experiences and support Alterna’s growth objectives

Qualifications

•   University degree or college diploma with 10+ years of relevant experience in financial institutions, with sales management and financial advisory experience


• 7 years’ experience in a leadership role and people management


• Minimum 7 years credit granting experience


• Completion of Canadian Securities Course or Investment Funds in Canada Course.


• Personal Financial Planning or Certified Financial Planner considered an asset


• Branch Compliance Course recommended but not required.


• Significant experience in business development with demonstrated community and market engagement.


• Valid Drivers License and access to a reliable vehicle. 


• Ability to travel regularity to your assigned Branches 

Knowledge / Skills

• Thorough understanding of sales process and sales management.


• Thorough understanding of coaching principles.


• Extensive knowledge of both credit and investment products.


• PC literate (familiarity with Windows and MS Office based technologies).


• Working knowledge of applicable health and safety legislation and associated responsibilities.


• Solid knowledge of regulatory requirements associated with anti-money laundering and terrorist activity and privacy laws.


• Thorough understanding of Canadian Deposit Insurance Corporation and Deposit Insurance Company of Ontario.


• Familiarity with Credit Union and Caisse Populaire Act and Bank Act.

About Alterna Savings

Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking ® for over 115 years creating financial services that transform lives for the better, all while giving back to our community. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.

Alterna is the first full-service, member-owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network comprised of 40 branches across Ontario, a call centre and multiple digital channels. Members and customers also benefit from an industry-leading online brokerage and investment management services.

To learn more about Alterna Savings, please visit alterna.ca , X , Facebook , Instagram , or LinkedIn .

Working at Alterna

We are incredibly proud of our corporate culture, embodying our core values: Collaboration, Integrity, and Respect, where everyone works together towards a common goal; the financial wellbeing of our employees, members, and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for eight years running.

* We appreciate all applicants; however, preference will be given to candidates who most closely meet the qualifications, key skills, and competencies outlined above.

* Alterna is compliant with the Ontarians with Disabilities Act and our team strives to provide an accessible accommodation experience. If you have a disability and require accommodations during the recruitment process, please contact our Recruitment Team and let us know how we can accommodate you.

* Alterna does not currently use Artificial Intelligence (AI) to screen, assess, or select applicants