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Career Opportunity: Director Retail Operations OH--Baltimore,Washington Courthouse, Circleville, Lucasville, Albany

Job Title
Director Retail Operations OH--Baltimore,Washington Courthouse, Circleville, Lucasville, Albany
Farm Credit Mid-America, ACA
Flexible Location, Ohio
Experience Level
Mid-Career (5-10 years)
Supervisor's Title
Financial Services
Salary Range
DOE, depending on experience
Posted Date
Wednesday, October 25, 2017
Closing Date
Open until filled
Job Description

At Farm Credit Mid-America, we believe people are our strongest asset. We are consistently looking to hire individuals from a wide range of experience and capabilities who have a desire to serve. Currently, we have over 1,100 employees across Indiana, Ohio, Kentucky and Tennessee.


The Director Retail Operations is primarily responsible for:

·         Leading and coaching retail service team members to effectively support the lending process consistent with regional and association goals. 

·         Facilitating workflow and work processes throughout the region to provide an exceptional customer experience.

·         Achieving results consistently and providing effective support to the lending process.

·         Focusing specifically in the following areas:

o    Customer experience

o    Workflow

o    Sales Support


TRAVEL REQUIREMENTS: Equal time within a region’s retail offices (25-75%)


SUPERVISES: Customer Service Specialists, Account Specialists, Closing Specialists, Country Home Loan Specialist


Home office anywhere within the region – Washington Courthouse, Circleville, Lucasville and  Albany Ohio




Directors LEAD by:

  •          Defining team operating standards and monitoring adherence to essential procedures
  •          Leading and coaching others, setting team's direction and deploying resources, evaluating performance, reviewing pay and recommending employment decisions
  •          Achieving results by leading members of their team as well as influencing and negotiating with team members in other areas of the organization.
  •          Maintaining technical expertise, business and industry knowledge, and process development capabilities
  •          Being accountable for performance and results in business, functional or operational areas
  •          Developing processes and programs that promote an understanding of and positively contribute to the customer journey value stream
  •          Modeling organizational values, inspiring a shared vision and holding their teams accountable for culture preservation and growth


Additionally, the Director of Retail Operations is responsible for organizing and facilitating workflow and work processes throughout the region to provide an exceptional customer experience efficiently.




Directors ADAPT by:

  •          Adjusting departmental plans and priorities to address resource and operational challenges with focus on the next one to two years' priorities
  •          Making decisions within their area of responsibility based on policies, procedures and business plan
  •          Using resource availability and functional objectives to achieve departmental goals
  •          Partnering with their leader on disciplinary or salary actions
  •          Applying acquired expertise to analyze and solve problems without clear precedent


Directors CONNECT by:

  •          Coordinating and collaborating with cross-functional leaders to make recommendations and solve problems

·         Partnering with other regions to conduct peer reviews

  •          Providing technical guidance to employees, colleagues and/or customers


Additionally, Directors of Retail Operations are also expected to complete peer reviews and regional reporting to support sound credit administration and efficient work flow and supports the training for newer teammates, refresher for tenured staff and teambuilding. 


As appropriate, other duties may be assigned.



Education and Experience

Bachelor’s degree in agriculture, business or related field preferred; experience considered if the role is one where experience is critical or has been demonstrated in time with Farm Credit Mid-America.  Five years of experience in financial services environment focused on sales and customer support.





Knowledge of:  Association products, services, fees and their applications to customers’ needs; assigned market segment and territory; economic conditions; competition’s products, interest rates, and fees; competition preparing to move into market; selling techniques; agriculture; Association accounting systems;  Association originating systems and processes; technology; and  Association policies and procedures.


Skills in:  Building business relationships; creating and networking with business contacts/influencers to develop sales; selling; negotiating; probing for customer needs, matching products and services to customer needs; managing and using media effectively; translating features into benefits; closing sales; interpersonal relations; listening; using Association accounting and loan origination systems; and computers; verbal and written communications; decision making; and creative problem solving. General management as applied to office operations; organizing, coaching, counseling, developing and motivating subordinates.


Ability to:  Achieve goals; be innovative; accept and implement corporate strategies; demonstrate the values of Association; maintain confidentiality; be a self-starter; sell; be assertive; relate positively to others; listen to customers; use Association systems and computers; be logical; work under stress; to overcome objections; manage time; accept risk; inspire others; professionally represent the Association; use available resources and partnerships to solve problems.



This job requires the incumbent to have the ability to…

  • Engage in telephone and face-to-face conversation to serve customers and give and receive information from staff, vendors, outside consultants and the public.
  • Use computer.  This involves reading the screen and keying/typing information.
  • Speak and make presentations to individuals or groups on technical subjects related to job.
  • Travel via auto or commercial transportation to carry out essential responsibilities of the job.
  • Successfully interact with and represent the organization to staff, officers, board members, customers, vendors, and/or the public at all levels.
  • Provide sound technical advice to leaders and other staff in the subject field(s) related to this position.
  • Understand and explain various subject matter and consulting concepts, programs, terminology, and methods.
  • Reason, judge, compare, calculate, evaluate, decide, and critique such information as written material, numerical data, responses to customer needs, and/or other related work activities.


Requirements of the job include the ability to do the work, with or without reasonable accommodations. It is the Association's policy to make reasonable accommodations for individuals with disabilities. Leadership retains the right to add, subtract or change duties of the position at any time.


This document does not create an employment contract, implied or otherwise, other than "at will" employment relationship.





Farm Credit Mid-America is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status or disability.