Branch Manager, Retail Sales and Service Experience - Wethersfield Branch

Dutch Point Credit Union is seeking a Branch Manager, Retail Sales and Service Experience for our Wethersfield Branch.

Dutch Point Credit Union is a community based not for profit cooperative whose vision is to educate, serve and delight our members and each other. We foster a positive work environment which rewards those that provide exemplary service to our members and our colleagues. We are interested in having talented and motivated individuals join our team. Our quest is to bring out your individual talent to help you realize your full potential.

The Manager, Retail Sales and Service Experience is a key leadership role responsible for overseeing and optimizing the performance of retail sales and service delivery across physical branches. This position drives sales growth, enhances the member experience, and ensures operational excellence while fostering a culture of service excellence and innovation.

Key Responsibilities:

• Demonstrate and support Dutch Point Credit Union values and service standards.
• Provide strategic direction and leadership to retail staff.
• Monitor team interactions with members and staff for excellent service and support by ensuring all interactions are handled within the established experience standards.
• Oversee daily operations, including transaction processing, customer service, and compliance with policies and procedures.
• Develop and implement sales strategies to attract new members and deepen relationships with existing members.
• Identify opportunities for business development and community involvement to increase brand awareness and membership growth.
• Coach and mentor branch staff to achieve their full potential and deliver exceptional service to members.
• Monitor sales performance metrics, analyze trends, and identify opportunities for improvement.
• Ensure the delivery of exceptional member experiences across all retail channels.
• Support the professional development of retail staff through training programs, coaching, and performance feedback.
• Optimize branch operations and workflows to improve efficiency, reduce costs, and enhance productivity. Implement process improvements and technology enhancements.
• Collaborate across the organization to solve complex issues and develop processes to improve overall member and employee experience.
• Maintain and protect all sensitive data utilizing the highest standard of confidentiality and professionalism.
• Ensure compliance with laws, regulations, and industry standards. Implement policies and controls to mitigate operational risks and maintain a strong culture of compliance.

Performance Standards:

• Achieve targeted sales goals and revenue targets. Track metrics such as new account openings, loan originations, and overall revenue generation.
• Identify opportunities for business development and community involvement to increase brand awareness, market share, and membership growth.
• Maintain a high level of member satisfaction by consistently delivering exceptional service across all retail channels. Monitor member feedback to assess member satisfaction levels and identify areas for improvement.
• Improve branch efficiency and productivity. Evaluate metrics such as transaction processing times and staff productivity ratios.
• Support the professional development of Retail Sales and Service staff through training programs, coaching sessions, and performance feedback.
• Enhance employee engagement and retention. Assess contributions and effectiveness through performance evaluations and employee feedback mechanisms.
• Drive adoption of digital banking platforms and services among members.
• Ensure adherence to regulatory requirements and internal policies. Monitor audit findings, regulatory compliance, and risk management metrics to assess adherence to compliance and risk management standards.
• Demonstrate strong leadership and management skills in guiding Retail Sales and Service staff to achieve organizational goals and objectives.
• Execute staffing plans for optimal workflow coverage

Competencies:

• Leadership: The ability to inspire and motivate others to achieve organizational goals, provide direction and guidance to team members, and foster a positive and collaborative work environment.
• Customer Focus: A strong commitment to understanding and meeting the needs of customers/members, delivering exceptional service, and building long-term relationships based on trust and satisfaction.
• Drive for Results: A results-oriented mindset with a focus on achieving goals and objectives, taking initiative to overcome obstacles, and continuously striving for excellence in performance and outcomes.
• Problem Solving: The ability to identify issues, analyze root causes, and develop effective solutions to complex problems, demonstrating creativity, critical thinking, and sound judgment.
• Developing Others: A commitment to developing the skills, knowledge, and capabilities of team members through coaching, mentoring, feedback, and opportunities for growth and advancement.

Qualifications

• Minimum of 5 years of experience in retail banking, with at least 2 years in a supervisory or managerial role. Bachelor’s degree or equivalent level of education and experience preferred.
• Strong leadership and management skills, with a proven track record in achieving sales growth and operational excellence.
• Leadership experience with a proven track record of developing teams and collaboration of cross-functional projects.
• In-depth knowledge of financial products, services, and market trends, with a strong understanding of credit union operations and regulations.
• Excellent communication and interpersonal skills, capable of building strong relationships across all levels of the organization and with external partners.
• Experience in managing both physical and digital branches preferred.
• Support community events and business partnerships.

Hours & Work Schedule

Full time, Work schedule will include being part of our Saturday rotation.

This full-time position offers an excellent full benefits package, Health/Dental/Vision, matching 401K, profit sharing, paid Holidays, Vacation, Personal time, Sick. Free Parking, pleasant office environment, and more!

If your values align with ours and you are ready to make a positive impact within our organization and our membership, we would like to speak with you!

Please apply today!

EDUCATE / SERVE /DELIGHT

Our Brand Values

Commitment - Contributing to the betterment of the credit union and committing to the growth of our members, co-workers and ourselves.

Courage - The ability to face and push through challenges that may be outside of our comfort zone. Displaying the willingness to accept, lead and direct change.

REspect - Being thoughtful; to listen to others and consider the effects of words and actions on co-workers and members.

Social Responsibility - Through outreach efforts and partnerships, we promote and advocate for activities that positively impact our communities.

Transparency - We provide truth and clarity in how we conduct business to build strong life-long relationships.

Dutch Point Credit Union -Your vision/ our guidance.

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Were you referred by a Dutch Point Employee?

Education:

• High school or equivalent (Required)

Work Location: In person

Salary : $80,000 - $90,000