Branch Operations Director

Mission: Building Better Lives

Values:

• Bold: Confidently representing the organization.
• Collaborative: Recognizing the value of others, allowing the best solution to rise to the top.
• Grit: Relentlessly pursuing success despite obstacles.
• Respectful: Considering others and their situations while giving them the benefit of the doubt.
• Positive Optimism: Choosing to be a productive part of the solution.

Position Overview:

This position will be located in East Idaho.

The Branch Operations Director is responsible for overseeing the manager and guiding the performance and profitability of multiple branch locations. Primary areas of focus include coaching and developing Branch Managers, assisting in the direction and administration of operational efforts, and supports branch staffing, training, and escalation needs. In coordination with the VP of Branch Operations, coordinates and directs the performance the of managers to ensure that each branch meets organizational, financial, operational, service and growth plans in compliance with established policies, procedures, and regulations. Ensures that branches provide exceptional internal and external member sales and service levels.

Essential Functions:

• Assumes responsibility for accomplishment of plans and objectives for assigned functional areas: Branch Operations.
• Maintains overarching responsibilities with assigned Branch Managers to include but not limited to: Having fully competent team members who are performing at expected standards, maintaining effective staffing levels to maximize productivity, maximizing revenues, sales, member satisfaction, deepening relationships, minimizing operational losses, and member attrition.
• Oversees the implementation of strategic initiatives and guides prioritization to ensure alignment and achievement of objectives pertaining to quality, compliance, productivity, and member service.
• Ensures that metrics and accountability measures for sales and service standards are in place and that performance of direct reports meets or exceeds standards.
• Ensures that direct reports are granted proper authority and responsibility to carry out assigned functions.
• Provides visionary and collaborative leadership in areas related to the credit union’s branch operations to meet branch goals and objectives.
• Ensures operating procedures for the areas of direct oversight exist and are up-to-date with all current regulations and internal controls requirements.
• In conjunction with the leadership team, the EVP/COO and HR, ensures accountability of employee adherence to policies and procedures.
• Provides operational expertise and proven approaches including organizational efficiency and process improvement and provides suggestions towards change development.?Oversees adoption of new and improved processes to ensure consistency across branches.
• Assists team members and members with escalated issues; utilizes solid problem resolution skills, and maintains a comfortable and productive work environment.
• Provides coaching and support to management to assist them in achieving higher productivity levels from their teams and providing them ongoing career development.
• Performs all personnel actions for direct reports; Maintains thorough documentation, writes and issues performance appraisals and disciplinary documents, coordinates and facilitates meetings.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable state and federal laws.
• Provides exceptional internal and external member service.
• Maintains exceptional knowledge of business intelligence reporting and uses the data to create growth action plans for branches.
• Understands, applies, and complies with all Credit Union Policies and Procedures, State and Federal laws and regulations, and adheres to requirements set forth by the Bank Secrecy Act (BSA)
• Ability to travel to assigned branch locations a minimum of 70% of time
• Completes other assigned duties commensurate with position.

Qualifications/Skills:

• Bachelor’s degree or equivalent combination of education and experience
• 7 years of relevant position experience in member service roles, performing teller and new account duties
• 5 years’ experience managing/leading a team, with at least 3 years of that experience in a credit union, community bank or financial services environment
• Knowledge of Credit Union products and services and demonstrated ability to cross-sell; Good verbal and written communication skills, familiarity with PCs/ standard software
• Demonstrated ability to train others in job duties and engage all others to function at expected levels
• Friendly and outgoing with strong interpersonal and public relations skills; Communicates with courtesy, tact, and diplomacy in person and over the phone; exercises discretion on credit union matters
• Ability to develop and execute on initiatives that drive the implementation of innovative retail technology, member experience improvements, and staff development
• Possesses excellent judgement, creative problem-solving; Able to explain reason and process of resolution
• Performs job independently with limited supervision; works effectively on own and as part of team
• Ability to read and carry out various written instructions and follow verbal directions
• Calmly and professionally handles different personalities from diverse cultures at various levels within and outside of the organization and demonstrates highest levels of member service
• Maintains knowledge of all compliance, audit, laws and regulations related to personnel and branch activities
• Promotes and applies the highest professional and ethical standards, and fair treatment of others
• Demonstrates extreme accuracy, efficiency and quality, effectively handles multiple tasks and changing priorities
• Reports to work regularly; maintains reliable and timely attendance. Available to work days and hours as dictated by business needs

Physical Requirements:

Bend, sit, or stand to perform primarily sedentary work with limited physical exertion; occasional lifting up to 10 lbs. Operate routine office equipment including computer terminals, keyboards, telephones, copiers, and calculators. Work on computer for up to 8 hours per day. Some locations may require ability to climb or descend stairs with minimal assistance in emergency situations.