Branch Manager

Job Description

Job Description

ROLE:

Responsible for overseeing the daily operations of assigned branches and other locations, coordinating business development initiatives to promote the credit union’s products and services. Leads and develops team members to enhance productivity and efficiency within a positive and collaborative work environment, ensuring that members’ needs are met promptly and effectively. Ensures that department activities meet the needs of the members, comply with all policy and regulatory requirements, and are administered to minimize risk to the institution. Responsible for the development and realization of department sales and service strategies in accordance with the organization’s short- and long-term strategic goals.

MAJOR DUTIES AND RESPONSIBILITIES:

Leadership: Effectively leads direct reports and their teams, with a focus on maximizing productivity and efficiency. Leads the department to success by conducting evaluations, provides coaching and mentoring, recognizes achievements, and enforces accountability, all while fostering a positive and collaborative work environment. Ensures departments compliance with regulatory requirements and alignment with the organization's mission, values, policies, and rules.

Business Development: Participates in business development activities at assigned hospitals, outpatient centers, and administrative locations aimed at elevating awareness among members and potential members about the Credit Union’s products and services.

Sales: Fosters a sales and service culture in the branch consistent with Credit Union strategies and objectives, encouraging employees to fully utilize their personal strengths in a team effort to meet their branch goals.

Branch Operations: Develops and implements a strategic branch plan aligned with the Credit Union's goals, overseeing daily operations to enhance branch productivity while fostering a professional and welcoming work environment. Ensures branch safety and security by effectively managing opening/closing processes, vault access, security systems, and conducting regular safety and security checks. Oversees the balancing of all daily branch transactions, assists with balancing issues, maintains accountability for cash handling, and periodically verify cash holdings to ensure operational integrity and efficiency.

Member Services: Ensures prompt resolution of members' requests, questions, and complaints in-person, by phone, and through electronic communications. Keeps members informed about products, services, rates, policies, etc. and presents the best options to meet their individual needs. Assists members with their financial needs, performing account maintenance and transactions accurately and efficiently.

Lending Emergency Backup: As needed, assumes responsibility for the effective and efficient performance of all phases of loan processing.

Community Relations: Represents the organization's vision, mission, and values through community outreach and educational initiatives. Develops and maintains professional business relations with all stakeholders, ensuring a positive and consistent image is conveyed at all times.

Communication & Participation: Keeps management informed of area activities and any significant problems. Attends, actively participates, and leads meetings, as needed. Serves on relevant internal and external committees and boards.

Compliance: Designs and enforces department policies and procedures which comply with legal regulations and align with the institution's goals. Adheres to all organizational policies and procedures, ensuring regulatory and legal compliance across all operations.

As Assigned: Oversees and/or completes all projects, as assigned, accurately and in a timely manner. Delegates assignments when appropriate, while remaining ultimately responsible for the effective completion of the assignment.

KNOWLEDGE AND SKILLS

Experience: Extensive relevant experience, with a proven track record in a leadership role and in-depth knowledge of the financial services industry and understanding of relevant processes, laws, and regulations.

Education, Certifications, Licenses: Bachelor’s degree in management or related field, including relevant certifications, is preferred.

Interpersonal Skills:

Active Listening: Attentive and responsive to the ideas and concerns of others, demonstrating understanding and respect.

Communication: Excellent verbal and written communication skills for conveying information clearly and persuasively to diverse audiences.

Conflict Resolution: Skilled in de-escalating situations, handling complaints gracefully, and turning negative customer and employee experiences into positive outcomes.

Emotional Intelligence: High level of self-awareness, empathy, and the ability to understand and manage one's own emotions and those of others.

Ethical Integrity: Strong dedication to ethical principles in all decision-making and professional interactions, with a focus on transparency, fairness, and respect.

Leadership: Ability to inspire and motivate, set clear goals, and lead by example.

Team Building: Aptitude for fostering a collaborative team environment and encouraging positive relationships among team members to share information, resolve issues, and improve customer satisfaction.

Other Skills:

Adaptability: Flexibility in handling change, challenges, and uncertainty in a fast-paced environment.

Attention to Detail: Ensures accuracy in all member interactions, from documenting issues to following through on resolutions and member follow-ups.

Continuous Learning: Commitment to improving one’s knowledge and skills related to customer support, including staying updated on product changes, support methodologies, and customer service trends.

Data-Driven Decision Making: Utilizing data and analytics to inform decisions, identify trends, and drive business insights.

Innovation: Encouraging and fostering an environment where creative thinking and innovation are welcomed and rewarded.

Negotiation: Ability to negotiate effectively with various stakeholders, balancing the needs of the organization with those of others.

Operational Efficiency: Skills in optimizing operational processes for increased productivity and cost-effectiveness.

Problem-Solving: Ability to quickly identify the root cause of a member's issue and creatively find effective and efficient solutions.

Project Management: Ability to plan, execute, and oversee projects, ensuring they are completed on time, within budget, and to the desired quality standards.

Risk Management: Identifying, assessing, and mitigating potential risks to the organization.

Technology Proficiency: Staying informed and adept with relevant technology and digital tools that can improve efficiency and decision-making.

Time Management: Ability to manage multiple tasks and member interactions effectively, prioritizing issues based on urgency and impact.