Overview

To lead the design and development of employee programs and communications across the entire business unit department. Manage priorities, policies, and recommendations to support senior leadership in developing and executing the employee-powered strategic plans and activities of the department. Manage programs to align with strategic business objectives and initiatives, quality objectives focused on member experience and satisfaction. Serve as subject matter expert regarding branch functions, systems, policies and procedures. Work is performed under general direction.

Responsibilities

• Manage strategy, priorities and set goals; implement standards to ensure alignment with departmental/organizational objectives
• Develop and execute comprehensive communication programs for executive leadership
• Execute communication change management efforts to optimize effectiveness and compliance of business unit operations
• Lead and administer programs, including employee engagement, leadership development, and leadership conferences
• Coordinate with internal partners (e.g., Human Resources, etc.), as well as other business units on communications and develop strategies that allow for aligned and impactful messaging
• Manage department change management strategies, solutions, including collaborating with enterprise change contacts across the organization and within the business unit
• Actively collaborate across business lines, communicating knowledge and processes to other business units
• Oversee maintenance of department communications portals (e.g., eNet)
• Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations and Navy Federal policies and procedures
• Support all department-wide communications, surveys, change management needs
• Plan and develop content for Monthly Leadership Roundtables
• Involved in driving continuous process improvement to increase member and team member experience quality
• Create projects and assign responsibilities/tasks based on priority, staff availability, and resources
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Establish key parameters to track and monitor department/division/branch activities and results
• Ensure proper quality control measures are implemented; review related activities and results
• Analyze work quality, work methods, processes, procedures, production standards and production statistics
• Partner with other business units to improve procedures, resolve problems, and implement initiatives, present conclusions, and recommendations to management
• Collaborate with and serve as advisor to senior management on functional and strategic matters
• Recommend and develop long-term/short-term strategies and initiatives
• May have final decision-making authority on business/operational matters
• Perform supervisory/managerial responsibilities

• Ensure adequate/skilled staffing; select employees
• Establish performance goals and priorities
• Prepare, conduct and review performance appraisals
• Develop, mentor and counsel staff
• Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
• Ensure section/branch goals and objectives align with division/department strategy
• Ensure efficiency of operations

• Bachelor's degree in Business Administration, Communications, Journalism, or related field, or the equivalent combination of education, experience and training
• Significant experience in developing and executing large- and small-scale communication campaigns, preferably in a corporate setting
• Extensive experience in customer service operations and understanding of effective customer service philosophy
• Extensive experience working with all levels of staff, management, stakeholders, vendors
• Work independently and lead projects with significant impact
• Ability to work in a fast-paced business environment, manage multiple projects concurrently and meet changing requirements and priorities to accomplish goals
• Expert knowledge of project lifecycles, project management methodologies, and business requirements analysis
• Significant experience supervising and leading professional employees
• Significant experience in delivering presentations to virtual and in person teams
• Advanced knowledge of change management principles and practices
• Expert copywriting, editing and proofreading skills, including print and online writing and editorial experience
• Expert organizational and time management skills
• Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Significant experience in research, analytics, organization, and problem-solving skills
• Expert skill communicating thoughts, concepts, practices effectively at all levels, adjusting as needed to a target audience
• Expert leadership skills, marked by poise, positive influence, and the ability to drive change
• Expert skill in building effective relationships through rapport, trust, diplomacy and tact
• Expert skill to successfully influence, lead and/or guide others towards goals
• Expert analytical/quantitative, reconciliation and deductive reasoning skills
• Expert, verbal, interpersonal and written communication skills
• Expert word processing, presentation/project management and spreadsheet software skills

• Master's degree in Business Administration, Communications, Journalism, or related field
• Significant experience with credit union financials and NCUA regulations
• Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives