Credit Union Retail Operations

Vincent Tyson Resume

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Employment History Current role

**** – 2024 SVP Retail Operations, Intrepid Credit Union, Helena, MT ($287 million)

Responsible for the operations of the branch network. Accountable for working directly with the CEO in a cooperative manner, not only in the management of the branches, but also in specific areas of accountability. Manages and influences the profitability of the branch network with particular emphasis on building member relationships; expanding the sales culture and sales processes and providing leadership and resources to achieve desired results; leads assigned branch staff activities towards attainment of branch goals; establish and monitors branch controls, policy and procedures; utilizes problem solving, decision making, team building skills, and maintains a high degree of flexibility; promotes high morale and exhibits a positive attitude towards members and fellow employees while instilling a sense of team spirit throughout the branch network.

2018 – 2023 VP, Retail Banking, American Federal Bank, Fargo, ND ($780 million in assets)

Lead Retail/Private Banking across North Dakota and Minnesota. This includes leading, designing and implementing the banks retail, cards, investments and insurance strategy; sales process, product development, business, learning and development for all customer-facing staff across 13 locations.

Develop/Design/Refine strategies on an ongoing basis to deliver on high-level organizational objectives, including retail deposit, loan growth, customer acquisition/retention objectives.

Continuously assess the viability of sales channels as well as impact of digital strategies.

Development of systems to measure profitability, wallet share, trends and value proposition.

Contribute to the banks’ strategic direction (outside of Retail).

Provide leadership, guidance and direction for retail staff and Market Presidents.

Establishing a strong culture of accountability and community outreach.

Establish and enhance programs which contribute to cultural change, particularly towards transitioning traditionally non-sales-based staff into referral generators able to spot opportunities, through a variety of roles and sales channels.

Direct marketing programs ensuring they align to Retail and Bank objectives.

Provide the tools and enhancements to empower staff to identify business development opportunities and referral partners as well as guiding and observational coaching of Senior Managers and Market Presidents. Present to CEO and board quarterly.

Lead by example and establish the brand among community leaders and organizations.

Actively manage and leverage positive vendor relationships.

Maintain a high level of approachability across all levels of the organization.

Provide effective communications to all Ag/Business/Retail staff.

Take ownership of development areas, delegate as needed and commit to resolve.

Set budgets, assess costs and pricing strategies.

2015 – 2018 VP, Deposit Accounts Manager, BankWest, Pierre, SD ($1.5 billion in assets)

Initially tasked with growing the bank’s deposit account balances across all bank financial products and services, with emphasis on free or low-cost deposits. This position involved establishing bank-wide growth (20 branches) and retention strategies, aiding customer and prospect development and assuring excellent customer service and satisfaction. Following a promotion, I assumed responsibility for the management and oversight of Cash Management Services (4 FTE) and eBanking (Contact Center - 10 FTE and Center Manager), including an ITM network (4 sites) across SD. I grew core deposits by $270 million (33% increase).

Responsible for bank-wide sales initiatives and developing prospective client deposit relationships with BankWest (Ag, Business and Retail customers and prospects).

Worked with Business Development Officers on presentations for both Lending and Business relationships ensuring that offerings complied with appropriate compliance and legal restraints.

Launched a new positive pay and payroll service to Cash Management services as well as setting new pricing, streamlining services and nearly tripling business uptake in two years.

Developed an ITM strategy (deployment and sales goals) for key locations across the state.

Worked to assure that all bank employees understood the various deposit product features and functions including cash management offerings and digital channels.

Made significant contributions to strategic planning as it related to deposit generation, product development and the direction of all bank business.

Provided a high level of customer service by assisting deposit-oriented employees in soliciting new deposit relationships and deepening relationships with new and existing customers.

Prepare regular reports for and attend ALCO and bank board meetings.

2012 – 2015 AVP of Sales and Service, Highmark Credit Union, Rapid City, SD ($250 million in assets), grew profitability, product penetration and credit quality across all product lines.

Manage a team of branch, digital and telephone-based lenders, setting achievable goals for loan growth across 4 locations.

Oversee support mechanisms to assist the loan department, including IT functions, Marketing, HR Services and general administration.

Coach, develop and promote high-performance throughout the team via one-on-one training, group sessions, huddles and video conferencing. Worked with CUNA Mutual/Trustage.

Manage staff remuneration including incentives, wage increases and other Credit Union benefits.

Facilitate training with and leverage existing vendor relationships.

Work across Credit Union departmental boundaries to achieve loan growth objectives.

Assist the Vice President of Lending with the day-to-day management of the department.

Direct marketing decisions based on deposit/loan volume growth objectives.

Attend and contribute to strategic planning and initiatives including the development of Mobile Banking, Social-Media, Member Growth and Product Penetration.

Assist with and review FOM expansion and merger opportunities.

2008 – 2012 Credit Union Training Manager, Northern Hills FCU, Highmark FCU, Telco FCU and Sentinel FCU (including Ellsworth AFB), South Dakota (Combined assets of over $700 million)

Develop training plans for staff across four Credit Unions.

Forge relationships with external training providers including digital and distant learning.

Review Credit Union-wide procedures for streamlining.

Develop training materials, sales literature and procedure manuals.

Coach and develop frontline staff for member referrals (sales), cash-counting and general teller duties.

Develop product sales training programs and materials.

Develop regulatory training programs including initial development of course materials, implementation of training sessions, examinations and enforcement (for auditing purposes).

Audit CUSO CU’s; this includes BSA training, robbery training and shared branching procedures and contributed to strategic planning (multiple years).

Work closely with Head Tellers, the VPs of Operations, Internal Auditors and Compliance teams, the CEOs and the VPs of Lending to highlight development areas, and tweak training programs to meet the objectives of an ever-changing regulatory environment.

Previous roles

1995 – 2008 (13 years total at The Royal Bank of Scotland Group)

Communications Manager, Royal Bank of Scotland, UK, Internal Communications, Retail and Commercial Banking, The Royal Bank of Scotland (Worldwide Corporate headquarters), RBS Gogarburn, Edinburgh, Midlothian, EH12 1HQ, Scotland, UK ($1 Trillion in assets).

Utilized agile and lean techniques in the continuous improvement of the department. Set distant goals and worked to build milestones to reach interim objectives.

Managed a team to ensure that their development needs are monitored and fulfilled. Ensuring that they have all the facilities and support tools in place to meet and exceed the requirements of their role.

Strategic development of retail communications to over 2600 bank locations (approx. 45,000 personnel) across the UK and Ireland, ensuring that they received adequate, product and compliance training.

Key projects include the introduction of the single European currency (Euro), Disability Discrimination Act (similar to US 508) Group-wide compliance, the launch of strategic products to RBS and NatWest Retail Banking, in addition to communications to the Direct Sales division (Contact centers) giving them the opportunity to provide excellent service to RBS Group customers.

Development of plans for key projects for Retail/commercial, working closely with internal and external suppliers to ensure delivery of consistent, high-quality business-driven communications.

Negotiating timescales with key stakeholders, consulting on the best channels of communication for any given project.

Understanding and applying a wider Internal Communications strategy to projects.

Maintaining dialogue with, and listening to stakeholders needs, helping to ensure that all elements of a communications project are delivered in a timely way and that quality is sustained right through to implementation.

On-going training and support to various teams across the business ensuring a consistent and brand-compliant approach is sustained.

Nominated for Excellence in individual performance across the entire RBS group (140,000 FTE).

Education

2016 – 2018 Masters Business Administration

Management Training, Strategic Planning, Organizational Development and succession planning

University of South Dakota

1997 - 2000 BSc (with honors) Business Marketing

Greenwich University, London, United Kingdom

1995 - 1997

BTEC (UK Business and Technology Education Council) National Diploma (Marketing)

South-East Essex College of Arts and Technology (SEECAT), Southend-on-Sea, Essex, UK

1996 - 1996

NVQ (National Vocational Qualification, UK) Level 2 in IT and Business Administration

Southend Community College, Southend-on-Sea, Essex, United Kingdom

1990 - 1995

General Certificate of Secondary Education (GED equivalent)

Thorpe Bay High School, Southend-on-Sea, Essex, United Kingdom

Role specific training

Establishing the Digital Customer Proposition (2022)

Securities Industry Essentials (SIE) Exam (September 2020)

How to grow the Bank - Growth Strategies, Irving, Texas (Bank Director), (May 2016)

Sales Development Training - Anthony Cole Training Group, LLC (September 2015)

Sales and Service Training for Credit Unions (2 days) (September 2014)

Maximizing performance (August 2006)

Coaching for managers (April 2005)

High impact communications (April 2005)

Persuasive/Negotiating/Influencing techniques for Managers (September 2004)

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