Branch Manager II - North Med (Project Management)
Role:
The Branch Manager is an enthusiastic and people-oriented leader who oversees operations at one of our Credit Union locations. The primary focus of the Branch Manager is to cultivate a positive and engaging work environment for the branch team, ensuring their well-being, belonging, and growth while maintaining operational excellence. The Branch Manager leads the team in delivering exceptional service to our members, ensuring smooth operations and adherence to policies, and meeting business and performance goals.
Essential Functions & Responsibilities:
30% Team Leadership & Employee Development:
- Cultivate a culture of belonging, teamwork, collaboration, and continuous improvement.
- Manage and develop branch staff, ensuring a highly motivated, well-trained, and engaged team.
- Foster an inclusive environment while serving a diverse membership population.
- Promote a consultative, proactive product culture that focuses on member growth and exceptional service.
- Collaborate with Human Resources, the Market Manager, and the VP on employee management functions, including hiring, termination, and development plans.
- Conduct monthly one-on-one sessions, provide ongoing coaching, and monitor individual and branch performance to set goals.
- Address employee concerns, promote open communication, and act as a bridge between staff and senior management.
- Monitor employee feedback and performance metrics to identify areas for improvement and recognize achievements.
20% Member Service & Operational Excellence:
- Deliver products and services in a manner that adds value to the member experience.
- Ensure branch staff are proficient in using systems and equipment for all functions (e.g., Teller, Financial Service Representative, Assistant Branch Managers).
- Monitor member service levels and ensure they are consistently met.
- Step in as needed to assist with member service or team support, ensuring high standards of service.
- Support the team by answering questions and addressing concerns to ensure daily operations run smoothly.
20% Sales & Business Development:
- Engage with members to identify referral and sales opportunities across all business lines.
- Conduct sales and service calls to existing members and potential members/Select Employer Groups.
- Work with staff to meet established sales and referral goals.
- Engage in Business/Community Development activities to grow brand recognition and increase membership.
- Coach staff on product offerings, ensuring alignment with member needs.
- Resolve escalated member concerns to foster strong relationships.
15% Operational & Compliance Oversight:
- Maintain operational excellence with a focus on service quality and minimizing risk.
- Ensure adherence to branch and Credit Union policies, procedures, and compliance standards.
- Review operational performance reports to ensure adherence to set standards.
- Regularly assess lending and quality control reports and adjust operations as needed.
- Ensure staff are familiar with audit and regulatory requirements.
10% Communication & Implementation of Changes:
- Stay informed of changes to policy, procedure, and regulations, and implement necessary adjustments at the branch.
- Collaborate with other departments to support both branch and organizational goals.
- Keep staff informed of changes through regular communication channels such as emails, Teams messages, daily huddles, and one-on-one sessions.
- Attend required trainings and meetings to stay updated on Credit Union developments.
5% Continuous Development:
- Take responsibility for personal growth and improvement through continuous training.
- Perform other duties as assigned.
Performance Measurements:
1.See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.
Knowledge and Skills:
Experience:3 to 5 years of related experience in managing or leading large teams.
Experience in a financial institution or similar customer-facing environment is preferred. The candidate must be able to obtain or already possess NMLS certification in accordance with the S.A.F.E. Act of 2008.
Education: A two-year college degree or completion of a specialized course of study at a business or trade school, or equivalent practical work experience.
Interpersonal Skills:Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
Other Skills:
- Strong ability to manage and maintain a high level of education and training for branch staff.
- Excellent verbal and written communication skills, with the ability to conduct employee training sessions.
- Proficiency in using spreadsheets, word processing software, and general office equipment.
- Strong decision-making and problem-solving skills.
- Ability to plan and organize multiple tasks and assignments effectively.
- Skilled in leveraging team strengths, developing skills, and guiding others to accomplish goals.
- Capable of working with frequent interruptions while maintaining high performance.
- Excellent interpersonal skills with a focus on creating a positive, collaborative work environment.
- Analytical mindset to identify opportunities for improving employee experiences and branch performance.
Physical Requirements:This position requires the employee to frequently sit, talk, hear, and use hands for handling tools and controls. Occasional tasks may involve standing, walking, reaching, stooping, kneeling, crouching, or crawling, with the ability to lift up to 50 pounds. Specific vision requirements include close vision and focus adjustment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Mentally, the role demands resourcefulness and problem-solving abilities on occasion, with frequent initiative-taking. The employee must consistently concentrate, exercise sound judgment, and remain patient while interacting with members, employees, and vendors.
Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
Knowledge, Skills and Abilities:
Experience Three years to five years of similar or related experience.
Education A two year college degree or completion of a specialized course of study at a business or trade school.
Interpersonal Skills
Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
Other Skills 1. Ability to manage and maintain a high level of education and training for all branch staff. 2. Must have excellent verbal and written communications skills along with the ability to conduct employee training. 3. Must have working knowledge of spreadsheets and word processing software; must be able to use a PC and all types of general office equipment. 4. Professionalism in appearance, dress, and attitude a must. 5. Comply with all credit union/departmental training requirements. 6. Occasional travel is required. 7. Strong decision making / problem solving skills are required. 8. Ability to plan and organize multiple tasks and assignments. 9. Ability to lead and motivate staff of 10 or more employees.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit and stand for long periods at a time, use hand to finger, handle, or feel, and to talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 60 pounds. The mental characteristics necessary to competently perform this job include the occasional need to be resourceful, perceptive and persuasive in solving problems, the frequent need to take initiative, and the continuous need to concentrate and exercise sound judgment and patience in dealing with members, employees, and vendors. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The normal office environment is free from discomfort due to temperature, dust, noise, etc. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
