Summary

Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution. In addition is responsible for oversight of the branch to include planning, directing, organizing and controlling the operational day to day activities. Works closely with Member Engagement team for opportunities to support the community. Responsible for operational integrity and sound operational practices.

Primary Duties

1. Responsible for oversight of the branch to include associates, planning, directing, organizing, and controlling the operational day to day activities.
2. Responsible for managing, coaching and leading all branch direct reports. Plans and schedules appropriate coaching and observation time for direct reports daily to ensure effective behaviors are exhibited and a consistent and exceptional member experience is delivered.
3. Executes and supports all outlined branch activities, key plays and behaviors to include scheduled lobby leadership, daily huddles, best practice sharing and a culture of escalation. This includes limited office time with a majority of time scheduled in the lobby or with associates.
4. Creates branch scheduling for all roles residing in the branch. Ensures proper coverage by all roles, schedules lobby leadership and monitors adherence throughout the day. Provides team with schedule in advance and communicates plan for the day during the daily huddle. Owns any and all changes and approves time off requests with consistency for all branch associates.
5. Oversees all operational activities and results with Assistant Branch Manager taking the lead on operational excellence. Ensures all branch activities and associates exhibit operational integrity and sound operational practices. Adhere to policy and procedures and ensure the same from the branch associates. Stays updated on any changes and communicates to the entire team in a timely and concise manner.
6. Works closely with Assistant Branch Manager to ensure leadership, support and proactive management is consistent throughout the day.
7. Partners closely with Assistant Branch Manager to ensure seamless communication, support and the overall associate experience is delivered the same by both leaders.
8. Provides proactive leadership focused on coaching and encourages a strong sales and service culture within the branch. Accountable for meeting or exceeding all sales, service and operational targets, meets or exceeds all branch goals and supports any special campaigns or initiatives. Understands and executes against all scorecard components, including both metrics and behaviors.
9. Provides guidance and leadership on all judgment calls with overrides, exceptions and/or second opinion scenarios. Shares scenarios with teams, decisions and outcome to help drive continuity and build proficiency across the team.
10. Responsible for associate development, performance reviews and monthly one-on-ones with all direct reports to maximize development and productivity. Develops effective performance plans for current role and skills/behaviors for career development. Documents all regular coaching sessions, monthly one-on-one conversations and solicits feedback as necessary to ensure a fair and consistent evaluation of all associates is achieved.
11. Maintains a branch environment that is clean, free of obstructions and ensures a focus on the details. Ensures that the appropriate work orders and requests for improvements have been submitted and under review and/or scheduled to be completed. Ensures that all marketing materials and promotional campaigns are displayed properly, up to date and displayed according to schedule.
12. Works closely with the Member Engagement team for opportunities to support the community, individually and as a team. Understands the corporate strategy regarding community engagement activities and participates accordingly. Identifies opportunities to participate in community activities and involves Member Engagement team for support.
13. Provides an inclusive and diverse environment that encourages associates to speak their mind, share and escalate feedback, opinions and thoughts and an environment where all associates lead by example and put the member first.
14. Responsible for the interviewing and onboarding of all new hires. Works closely with Human Resources to ensure a robust candidate pool for every opening. Utilizes peers and direct reports as well as Retail Support team to help support the decision process for all new hires prior to selection.
15. Leads by example by supporting the corporate mission, cultural values and managing by diversity and inclusion. Escalates concerns and shares thoughts and ideas to Senior Leadership.
16. Provides back up for Assistant Branch Manager in their absence.
17. Works closely with peers, Senior Leadership, Retail Support team and other LOBs to achieve consistency, maximum results and the best member experience possible.
18. Performs other duties as assigned.

Education
Must have a Bachelor’s Degree in Business Administration, Accounting, or Finance preferred or equivalent experience.

Experience

Must have a minimum of two (2) years Retail experience at the mid-management level. Experience in a financial institution preferred.

Skills

Must have the following skills and/or abilities:

• Strong understanding of branch sales environments.
• Must possess strong leadership skills with the ability to motivate, influence, and promote teamwork.
• Must be customer service oriented, and must be able to work well under pressure.
• Must have strong analytical and decision-making skills.

• Proficient with the Microsoft Office Suite.
• Excellent communication skills (both oral and written).

Special Requirements

Must be flexible in work schedule to include Saturdays and to rotate within branch network.

Physical/Other Requirements

Must be able to:

• Stand or sit for long periods of time.
• Lift 10-20 lbs.
• Possess a high level of professionalism when dealing with challenging and confidential situations.
• Ability to work independently, exercise discretion, and multi-task in a highly dynamic environment.
• In-depth knowledge or proven in-depth experience and knowledge in all aspects of Members Services; products and services.
• Knowledge of financial institution regulations, credit union policies and procedures.
• Must be flexible to relocate within the organization.