Directs the daily branch activities of the branch, involving different staff that will, at times, work independently as well as part of a greater unit. Responsibilities include leading sales and service excellence, providing operational and systems support, handling a variety of complex customer and operational transactions, developing work schedules, and motivating, mentoring and coaching/developing employees, as well as continuous review of processes to ensure team productivity and an exceptional member experience. Develops branch employees leading a sales and service culture consistent with the credit union’s goals of delivering exceptional quality and expanding member relationships.
Primary Duties & Responsibilities:
Provides leadership to create a high-performing, creative, and collaborative work environment. Develops a team of motivated, results-oriented individuals promoting cooperation among employees and other departments. Holds regular coaching and development discussions, and maintains awareness of each employee’s strengths, developmental needs, and career goals.
Coaches and develops staff, manages performance to achieve branch sales and service goals, and creates positive employee experience. Fosters a team environment where all staff are encouraged to share ideas and best practices for operational excellence.
Ensures the effective and efficient performance of branch operations. Monitors key performance indicators (KPIs) to ensure branch is meeting performance benchmarks. Effectively make decisions based on individual branch needs.
Actively engages and participates in business development activities within the community by participating in local chambers, rotary clubs, business associations, charitable events, and civic organizations. Collaborates with business owners and community leaders to promote the credit union’s presence and services.
Ensure the branch is adequately staffed to meet members’ needs. Promote a culture of continuous learning and improvement to ensure staff are equipped to handle evolving operational demands. Encourage a team environment where ideas and best practices are shared to ensure operational excellence. De-escalates common and routine member situations without assistance. Escalates more complex situations to higher level peer or direct manager.
Continuously review processes and procedures to ensure efficiency and productivity. Ensure the branch complies with regulatory requirements and credit union policies.
Maintains a strong knowledge of current trends and developments in the financial services industry and shares relevant materials with others to ensure competitive advantage and support market success.
Rivermark is a proud EEO employer. We welcome applicants of all backgrounds including minority and underserved populations.
We celebrate and value diversity in the workplace.
Requirements- Education & Experience
Education: Bachelor’s degree. An equivalent combination of education and experience will be considered in lieu of a degree.
Experience: Minimum of one-year progressive management/leadership experience. Minimum of three years financial institution experience in a branch environment required.
Requirements – Skills, Job Knowledge & Abilities
Ability to relate management goals and objectives to budgets and action plans, while focusing on increasing profitability and maintaining superior member service.
Proven ability to lead and motivate in a sales and service environment.
Thorough knowledge of operations to coordinate daily functions and to resolve employee and member issues, including negotiable instruments, cash handling and security. Understanding of audits, compliance, fraud and loss.
