Branch Operations Manager

SUMMARY:

The Branch Operations Manager is responsible for the daily operational activities of the branch and providing quality member service with the highest degree of accuracy and professionalism.  The manager provides support, training, and coaching to branch staff while ensuring consistency, quality, and integrity in processes and service delivery.  A primary focus of this role is encouraging the transition of traditional transactional lobbies to self-service transactions and high-value interaction centers where members come to be educated, empowered, and improve their financial health.

ESSENTIAL FUNCTIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Independently lead the branch with a focus on operational soundness, self-service education, and performance development of the branch MRO staff.
• Coaches staff on a regular basis to improve their referral sales/operational skills for the betterment of the individual/team/credit union.
• Assists members with complex account issues and specialty account questions or facilitates resolution for the member through subject matter experts.
• Monitor the branch staff and operational activity, including quality of transactions, member traffic volume, teller accuracy, and referrals.
• Supervises the activities of the teller operation area by assigning work, answering questions, solving problems, helping with complex transactions, account maintenance, and sensitive member relations problems, explaining policies and procedures to employees or members. Consistently available for supervisory overrides, check approvals, and member error resolutions.
• Builds a cohesive, yet competitive, team atmosphere by designing and delivering consistent team meetings, one on ones, messaging, and holding employees accountable to performance standards
• Promotes credit union products and services based on member needs as obtained from member interviews and/or review of member’s accounts. Provide consistent, exceptional quality service to the membership in order to build long-term member relationships.
• Balances the vault, CRM, and performs monthly instant issue stock, vault and CRM audits.
• Open/Close the branch; adheres to all credit union security procedures during this process.
• Handles scheduling for a branch as a whole to ensure branch coverage needs are met.
• Handles/Follows up on member grievances and research items in accordance with credit union policy. This includes member survey call follow-up, service events and additional member feedback via phone or in person.
• Maintains a comprehensive knowledge on related policies, procedures, and rules and regulations including robbery procedures. Must be familiar with aspects of BSA reporting. Ensures on-going compliance with audit procedures and other applicable guidelines.
• Complies with all applicable laws, regulations, policies and procedures.  Adheres to all security procedures and regulatory guidelines for Regulation CC, the Bank Secrecy Act, OFAC and USA Patriot Act/Customer Identification Act (CIP).  Maintains confidentiality of current, past, and potential members and their personal and financial information
• Able to perform all duties in the MRO capacity to provide assistance. Able to help members with in-person request for loans and accounts.
• Assist in creating procedural consistency throughout the organization to minimize risk and create process improvements.
• Uphold the professional image of the credit union in areas of communication, dress code, and appearance of the branch team and lobby area.
• Perform additional duties as may be assigned.
• Occasional travel from branch to branch and weekend work is required.

SUPERVISORY RESPONSIBILITIES:

The Branch Operations Manager supervises a staff of up to 8 branch team members.  Responsible for the coaching, performance management, hiring, scheduling, coaching, and disciplining of these employees.

ADDITIONAL RESPONSIBILITIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time, with or without notice.

QUALIFICATIONS:

        Knowledge Of:

• Credit Union policies and procedures.
• Credit Union’s financial software system as applicable to branch management, member services and sales/referrals.
• Regulatory and Compliance issues applicable to credit union deposit products and services.
• Credit Union terminology and acronyms commonly utilized in the day-to-day communication with managers and staff in the credit union.
• Each job within the branch operations department and of each department member’s abilities regarding branch/cash management, member file maintenance, and related functions.

Ability To:

• Operate a PC using the following software applications Excel, Word, PowerPoint and Outlook.
• Operate the Credit Union’s financial software to access member accounts to perform transactions and account inquiries.
• Lead, mentor, develop, and manage the teller/member specialist/MRO staff and promote a positive culture.
• Identify and analyze member and employee needs and create solutions to satisfy these needs.
• Communicate professionally and effectively verbally and in writing with co-workers, employees, and members.

REQUIRED EDUCATION AND EXPERIENCE:

• High School graduate, though a bachelor’s degree from a four-year college or university is preferred. Banking certifications and related course work are a plus.
• Strong leadership and management skills, preferably with three-to-five years of supervisory experience
• Proven track record of establishing relationships within financial services environment.

License or Certificate:

• Bondable
• Acceptable Credit History
• Meet SAFE Act Requirements

COMPETENCIES:

• Communication Skills
• Mathematical Skills
• Reasoning Ability