David Oliphant Email & Phone Number

Tukwila, Washington, United States

Tukwila, Wa

■ Leader of operational management of the Retail Delivery business unit for the 4th largest credit union in the United States. Personnel: 6 Direct & 75 Indirect. ■➤ Championed several projects and programs, leading various teams to enhance the member experience, vendor management, and the credit union’s retail variable incentive program✓ Grew loan production and new memberships while demonstrating world-class service through a new and improved Sales and Service Program✓ Helped drive an increase in cross-divisional referrals across the organization with Treasure of Hidden Needs✓ Boosted online appointment generation since May 2020, increasing from ~3K pre-pandemic to ~10K/month➤ Expanded project management oversight to include various enterprise-wide systems enhancements, implementations, and migrations; handled RFPs, negotiated contracts, and led teams to deliver➤ Reduced employee errors and financial losses through implementation of system controls, workflow improvements, authority dollar approval limits by role, and L&D on enhanced training➤ Worked collaboratively in overhauling new hire onboarding program to mitigate attrition issues during the pandemic and great resignation, implementing various incentives and adjustments ➤ Key contributor to the FP&A, Risk Management, Financial Crimes, Credit Risk, Products, and Deposit Loss Remediation teams, aligning processes which increased people planning accuracy, uncover fraud activities, and reduced deposit losses

Tukwila, Wa

■ Rehired to drive sales, service, and operational results at 13 BECU locations within the Seattle market. Personnel: 13 Direct & 155 Indirect. P&L: $12M. ■➤ Sought by business unit leaders for strategy consulting on various programs and projects to enhance and improve business operations, succession planning, customer experience, and performance➤ Pioneered leadership forums within the district to develop bench strength at the lead level, which led to 10 Banker promotions to Lead over 2-years➤ Crafted a business plan and gained leadership approval to upgrade the new member screening process, creating a systematic branch to branch operation which eliminated ambiguity, and increased consistency➤ Increased NPS from 77.59% to 78.95% YoY by fostering an engaging environment with recognition and accountability

Seattle, Wa

■ Sales, service, and operations leader for 7 branch locations across the Puget Sound. Personnel: 7 Direct & ~60 Indirect. P&L: $10M. ■➤ Chairman of the organization’s sales committee, resulting in 3X increase in loan origination production➤ Grew lending dollars across multiple business lines by 3X, expanding asset size from $600M to $700M+, with a new sales and service model implementation➤ Stood up loan file QC team to improve regulatory compliance, member experience, and individual accountability which led to a 10% reduction in loan file errors➤ Approved and led project to install Instant Issue Debit Card Machines at all locations, reducing card creation costs by $2/unit while accelerating to same day account access for members➤ Lead project coordinator on two branch relocations and a branch build with budgets of $1.5-2M; loan results increased in relocation by 50%, loans by 10%, new memberships by 5%, and averaged a 9.75/10 overall satisfaction

Greater Seattle Area

➤ Oversaw business development of new branch location➤ Coached and developed high performing team, leading to top performing branch➤ Created loan sales curriculum that was delivered to entire retail team, resulting in 20% increase in consumer loan sales and knowledgeable staff➤ Organized and led District and company-wide sales campaigns, rallies, networking events, seminars and trade shows➤ Achieved the highest possible rating for employee coaching skills, averaging 98% scores➤ Served on loan growth team tasked with exceeding organizational growth goals

Greater Seattle Area

Greater Seattle Area