What are the responsibilities and job description for the Director of Branch Operations position at Power Credit Union?
Overview
Directs all aspects of the operations of multiple branches to ensure effective and efficient operations, quality of member services, and compliance with existing regulations and policies for each location. Develops and leads all branch and organizational growth goals while delivering an exceptional member service experience. Successfully establishes strong member relationships and teaches relationship building techniques to branch managers and phone center employees.
Job Profile of Director of Branch Operations:
- Provide oversight and direction to PCU office managers to maintain uniformity, consistency, and regulatory compliance.
- Interview, hire, coach, train and mentor branch managers and phone center employees.
- Develop and/or assist in the development of training for branch employees.
- Monitor, address and resolve escalated member complaints.
- Monitor Google and Better Business Bureau reviews posted for PCU. Ensure PCU is showcased in the best possible manner.
- Oversee the member survey process including reviewing member surveys and implementing methods for improving service levels.
- Analyze various statistics and reports related to operational areas and make recommendations to increase efficiency and growth.
- Ensure all branches comply with state and federal regulations and internal policies and adhere to audit requirements.
- Perform various operational duties to support office managers, member services and tellers.
- Participate in the credit union’s long- and short-term strategic planning.
- Evaluate the job performance of branch managers and phone center employees.
- Foster employee development through consistent behavioral and transactional coaching.
- Responsible for the overall performance of branches including sales, service, operations, member service levels and financial goals.
- Apply and evaluate policies and procedures for branch and phone center operations.
- Communicate applicable policy and procedure revisions to branch managers and the phone center.
- Identify areas for improvement, changes in procedures, or changes in services or products.
- Ensure the CEO is informed of the conditions and operations of the branch offices.
What we need from you as team member:
Be mission and core value driven. Able to reinforce credit union service standards and promises to achieve higher standards and promote a commitment to excellence.
Ability to be reliable and dependable.
Maintains personal job knowledge and management skill at the level needed to meet requirements of position.
Ensure confidentiality.
Contribution to goals – ability to support overall credit union goals.
Excellence driven – Meet and exceed members expectations regarding their financial resources.
Professional - Ability to effectively communicate. Exhibit diplomacy and tact as it relates to promoting a team effort among staff and business partners.
Respectful - Treat others with appreciation and dignity.
Professional - Conduct oneself in a courteous and business-oriented manner to include communicating and dressing appropriately.
Knowledge of financial rules and regulations governing investments, assets, liability management (ALM), lending.
Job Types: Full-time, Part-time
Pay: $58,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 10 hour shift
- Monday to Friday
- Weekend availability
Work Location: In person
Salary : $58,000 - $65,000