Description

VP of Branch Operations – East Region

Summary

To assist the credit union in achieving its mission statement, “PFCU WILL DELIVER FINANCIAL WELL-BEING WITH VALUE, CONVENIENCE AND EXCEPTIONAL SERVICE”, the VP of Branch Operations supervises, oversees and directs branch operations and ensures communication gets presented promptly to all branches. Lends support to Branch Managers and staff in developing a sales and service culture through leadership training, coaching, and mentoring. Responsible for the administration and supervision of branch and teller activities within established polices and guidelines. Support, model & adhere to PFCU’s Service Standards as outlined in My MARC.

Essential Functions, Duties, & Responsibilities

• Set a positive example and be a role model by building relationships, being dependable, demonstrating initiative, accountable, integrity, professionalism and take responsibility to see that all tasks are done correctly. Handle complex situations with confidence, knowledge and creativity. Be a leader.
• Assist and direct branch managers and staff in implementing a sales and service culture. Work closely with appropriate department managers to ensure consistency in sales and service program, security, compliance and teller procedures. Provide positive coaching and mentoring to managers to build their employee coaching skills. Assist/Support VP of Lending/Chief Lending Officer and Chief Member Experience Officer in developing and implementing a sales and service culture.
• Assist in setting and monitoring sales goals for the branch staff. Provide direction that is focused on the continued growth and development of all the branches.
• Oversees the lending, member service and teller functions of the branches through the branch managers to ensure sound business practices for the credit union.
• Assist branch managers in resolving member complaints.
• Assist with employee morale and performance issues as needed.
• Assist branch managers with building maintenance and upkeep as needed.
• Hold or attend monthly staff meetings with your direct reports. Keep staff up-to-date on trends and general credit union information.
• Spend at least two (2) days each week at assigned branches to observe, coach and mentor the branch manager and staff.
• Monitor branch activity, including number of transactions, volume, teller errors, loan volume and new accounts. Use these measurements to set expectations for all your staff.
• Ensure security and safety of each branch and the teller line.
• Ensure all the areas of branch functions are conducted efficiently and effectively. Communicate, support and monitor the credit union vision and business model.
• Ensure the branches and teller area is in compliance with laws and regulations as set forth by the NCUA.
• Evaluate and recommend appropriate changes to employee programs offered by PFCU.
• Serves as a project manager for operational projects affecting leadership oversight areas. Work with Project Manager to ensure projects deadlines are met.
• Assist with the recruitment and selection of quality applicants for vacancies, ensuring that the credit union is adequately staffed with competent employees.
• Assists the Chief Member Experience Officer with the vendor due diligence and risk assessment process to ensure it is completed in a timely manner and all documentation is up-to-date.
• Provide leadership level consultation in the areas of coaching, employee growth & development and performance management.
• Provide leadership oversight for East Region Branch Management team.
• Meet with East Region Branch Management team on a monthly basis to provide customized coaching and mentorship in the area of performance. Set goals and assist employees with developing plans for continual growth and success within their position.
• Monitor employees’ performance; conduct performance appraisals in a timely manner; provides encouragement and recognition for outstanding performance.
• Assist the Chief Member Experience Officer with overseeing annual budget for areas of responsibility, while maximizing return on expenditure and eliminating unnecessary costs.
• Communicate properly with all employees to ensure positive and clear understanding of the credit union goals and direction.
• When applicable, track incentives for Branch Managers and report to HR.
• Assist with staffing when needed. Ensure branch schedules are efficient and the appropriate number of staff are scheduled to work.
• Assist with cash counts for branches as needed.
• Seek training opportunities to develop or enhance through training, conferences, reading etc. Willingly participate in and attend educational functions and meetings a