Responsible for leading and managing various Member Services business units including Branch Operations, Call Center, Debit Card Services, Digital Experience and Special Projects, while promoting service excellence. Currently oversee and direct all aspects of bank services and delivery, branch operations and training achieving Commonwealth's long-term objective of serving our customers:• Grow and expand our electronic access channels and brand equity• Integrate education into delivery of transactional services• Manage staff levels and processing efficiency• Provide operational support for Service Delivery• Implement a strong culture of service delivery and sales in a highly professional manner• Develop and implement member service programs (except loans) of the Bank• Ensure member transactions are processed quickly and accurately, inquiries are answered promptly and completely and all transactions are kept confidential• Investigates and resolves member complaints in coordination with appropriate Bankmanagement personnel• Approve member disbursements and signs checks within established limits• Train and supervise employees in proper service techniques to maximize membersatisfaction with and utilization of the Bank as their primary financial institution• Recommend new and revised operating procedures to the CEO• Main point of contact for all internal audits• Ensure member files and records are complete and up to date; and all activities are conducted in compliance with statutes, regulatory requirements and Board of Directors’ resolutions• Promote cross-selling efforts with target goals• Supervise in-house call center and operational support for service delivery• Conduct performance evaluations of subordinates• Act as member of all Oversight Committees