LEADERSHIP AND MANAGEMENT RESPONSIBILITIES (@ 60% of the time)

• Partner with retail senior leadership to ensure successful execution of the retail network objectives, initiatives and programs within the branches / care center.
• Weekly travel to branch offices to assist in developing the skill set of the employees and ensure consistency in the areas of operations, sales and service.
• In collaboration with FCM and AFCM, provide coaching to elevate the team’s ability to deliver and adhere to the expectations outlined in the member service program and exceed key metrics.
• Actively promote a sales and service environment consistent with the Credit Union’s culture and business plan goals.
• Assist in the coaching of staff to help them meet their established goals at an individual and branch level.
• Carry out responsibilities in accordance with the Credit Union’s policies and applicable laws.
• Prepare and / or assist with the preparation of appropriate annual, monthly and weekly reports as needed.
• In the absence of the management team be an additional resource for support, direction and guidance to staff in branch.
• Provide regular feedback to the Financial Center Mangers throughout the month and in the branch management monthly coaching conversations.
• Provide recommendations about changes in policies, process and/or procedures based on analysis.

ADDITIONAL RESPONSIBILITIES (@ 40% of the time)

• Partner with the senior leadership team across the Credit Union on different projects and strategic initiatives.
• Responsible for the operations of the branch in partnership with the Retail Operations Manager in the absence of the Financial Center Manager and Assistant Financial Manager.
• Serve as a resource to branch staff by providing coaching, direction, and assistance in resolving member problems when needed.

• Make updates to the branch network policies and procedures as needed and be an additional resource to add content to the Credit Unions intranet site for the branch operations department.
• Partner with Director of Retail and Chief Retail Officer in creating/maintaining an engaging work environment for all branch staff.
• Make exceptions to policy as appropriate and within established authority.
• Monitor and enforce adherence to all internal controls and security procedures on the branch staff line.
• Follow and ensure that branch staff follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
• Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with privacy act directives.
• Perform other duties as assigned and be available to work overtime as requested.

Experience

• Strong verbal and written communication skills
• Prior project management experience preferred
• Attention to detail and ability to multi-task
• Experience in managing within a structured and defined employee engagement program
• Prior sales management experience including experience leading other leaders and influence management
• Experience managing / coaching to an established and robust internal customer service program
• Excellent leadership skills experience including coaching, mentoring, and redirection of staff
• Minimum of 6 years’ experience in a financial institution leadership role

Education

• Bachelors or better