Branch Manager

Position Purpose:

The Branch Manager is responsible for overseeing all aspects of branch operations, ensuring exceptional member experiences, and representing Thrive Credit Union as a trusted financial partner within the Anderson community. This role plays a vital part in introducing Thrive to a new market by fostering relationships, driving operational excellence, and embodying our mission of financial empowerment and community impact.

Key Duties and Responsibilities

Branch Operations & Member Experience

• Oversee and manage the daily operations of the branch to ensure smooth, efficient, and compliant service delivery.
• Lead by example through professionalism, integrity, and consistent delivery of WOW member service aligned with Thrive’s three core visions: fostering relationships, financial empowerment, and community.
• Ensure all branch activities support an outstanding, member-focused experience that exceeds expectations and builds lasting loyalty.
• Maintain a strong working knowledge of all Thrive products, services, and systems to effectively assist members and support staff.
• Oversee the maintenance, safety, and appearance of the branch facility; communicate maintenance needs to the COO prior to any work being completed.
• Develop and manage schedules to ensure appropriate staffing coverage and balanced distribution of responsibilities.
• Identify opportunities to enhance operational efficiency and member service through improved processes, technology, and policies.
• Handle member inquiries and resolve complaints with empathy, timeliness, and professionalism to maintain trust and satisfaction.
• Ensure proper inventory and ordering of branch supplies and materials.

Leadership & Staff Development

• Recruit, train, and motivate a high-performing branch team that reflects Thrive’s culture and values.
• Conduct regular coaching and performance evaluations to foster employee growth and accountability.
• Collaborate with HR in the recruitment and selection of new branch employees.
• Oversee employee scheduling, time reporting, and approval of time-off requests to ensure adequate staffing and efficient operations.
• Address performance concerns promptly and professionally, providing guidance or discipline when necessary.

Community Engagement & Growth

• Serve as the face of Thrive Credit Union in the Anderson community, representing the organization at local events, business gatherings, and community initiatives.
• Partner with the Marketing Department to promote Thrive’s services, strengthen community partnerships, and drive new membership growth.
• Build relationships with local organizations and employers to expand Thrive’s presence and support community financial wellness.

Compliance & Risk Management

• Maintain a thorough understanding of Thrive’s operational and lending policies as well as applicable regulatory and compliance requirements.
• Ensure that all branch activities and member interactions comply with credit union policies and all relevant laws and regulations.
• Work collaboratively with the COO to maintain current, compliant procedures, forms, and systems.

Lending Responsibilities

• Oversee the branch’s lending activities to encourage growth and profitability.
• Oversee and support branch staff in completing, processing, and closing consumer loans to ensure timely and accurate service for members.

Qualifications & Requirements

Education & Experience

• Bachelor’s degree in Business Administration, Finance, or a related field preferred; equivalent work experience will be considered.
• Minimum 3–5 years of experience in retail banking, credit union operations, or financial services management.
• Proven leadership experience in managing teams, driving performance, and fostering a positive, member-focused culture.
• Experience with consumer and mortgage lending processes, including underwriting and compliance, preferred.
• Demonstrated success in community or business development, with the ability to build relationships and represent the organization externally.

Knowledge, Skills & Abilities

• Strong understanding of branch operations, financial products, and regulatory compliance.
• Exceptional interpersonal, communication, and problem-solving skills.
• Ability to lead and motivate a team toward excellence in member service and operational performance.
• Strong organizational and time-management abilities, with attention to detail and follow-through.
• Comfortable using core financial systems and technology to support efficient branch operations.
• Demonstrated commitment to Thrive Credit Union’s values of relationship-building, financial empowerment, and community impact.

Other Requirements

• Willingness to engage in community outreach and represent Thrive Credit Union at local events.
• Ability to work flexible hours as needed for community involvement or branch needs.
• Must successfully complete background and credit checks as required for employment in financial institutions.

Working Conditions & Physical Requirements

• Position is primarily based in a professional office and branch environment.
• Standard business hours apply; however, occasional evenings or weekends may be required for community events or operational needs.
• Regularly required to sit, stand, and use hands to operate a computer and other office equipment.
• Must be able to communicate effectively in person and over the phone.
• Occasional local travel may be required for training, meetings, or community involvement.
• May occasionally need to lift or move materials weighing up to 25 pounds.

This job description should not be construed to imply that these requirements are the exclusive standards of the position. Employees will be required to follow other instructions and perform other related duties as required by their supervisors.