Branch Manager I or II - Main Office

Description

Job Title: Branch Manager II

FLSA: Exempt
Function: Operations
Reports To: Director of Member Experience

NOTE: If this position is filled with a Branch Manager I, there is an accelerated opportunity for advancement to the Branch Manager II position.

Purpose:

Responsible for the member experience which drives the growth of the branch and the credit union. Interview, hire, coach, train, develop staff members. Establish, promote, manage, and monitor strategic growth goals. Responsible for branch profitability through service to members; account and deposit growth; consumer, mortgage, and commercial lending cross-sales/application and closing processes. Responsible for cash management of office vault, cash recyclers, and ATMs. Responsible for staff, member, and branch safety and security, collaborating with security and alarm vendors. Represent Arbor when working with law enforcement, attorneys, and others on matters of fraud, unethical member behavior, and other legal matters. Contribute to the credit union’s growth through active involvement and engagement within the communities served.

Responsibilities:

• Lead by example by consciously choosing how your actions impact others
• Promote a positive professional image of one’s self and the credit union
• Act as a mentor and peer coach to branch managers, offer experience level coaching and training to increase leadership knowledge, while promoting the Operations team’s goals and decisions.
• Provide next level support in decision making, wire approvals, and problem resolution
• Conduct all branch team challenges focusing on “Making banking easier”, and Top of Wallet
• Initiate moral boosting in-branch activities to enhance staff engagement and overall fun
• Exemplify the credit union’s core values, service promise, and World Standard service expectations
• Propose new ways to “Make Banking Easier” for members, by researching and investigating new products, services, and efficiencies in member processes
• Demonstrate active engagement in business and community groups to promote and grow the credit union while raising community awareness and increasing market share
• Promote and demonstrate engagement in credit union initiatives and activities
• Coach and encourage to foster a supportive work environment
• Responsible for various regular and periodic performance observations, and scheduling of necessary training and development
• Train and coach appropriate team members on conducting and recording various performance observations (including, but not limited to Perfect Hour, NAO, etc.)
• Support staff to understand and follow current and new policies and procedures, and to conduct staff meetings and facilitate staff training
• Manage staff compliance and other training schedules within federal and state regulations, and within required timeframes
• Serve as advocate; encourage staff career development by promoting and coordinating continued education
• Coach and hold staff accountable to take proactive ownership of all members they assist, serving as his/her primary contact, finding answers and solutions, serving as the member’s advocate, proactively communicating with the member throughout the lending process
• Educate staff on how to refer beneficial Arbor products and services to help members save time and money, including analyzing credit bureau reports to look for further opportunities
• Train and expect staff to use Arbor products and services themselves, as an example to members on how to help make banking easier
• Ensure branch staff maintains an up-to-date and comprehensive knowledge of the credit union’s products and services
• Provide the expectation that phone calls are answered promptly and professionally, using the warm hand-over when transferring phone calls
• Promote and maintain a confidential work environment to protect member and credit union information
• Supervise maintenance of branch grounds, building repairs and upgrades; investigate and recommend purchase of equipment and service contracts
• Ensure branch cash levels and the balancing of the branch and front-line staff are completed accurately and within stated guidelines
• Ensure that all internal/external audit and compliance procedures are followed
• Create, manage, and monitor branch plan(s) to meet and/or exceed individual and departmental goals
• Oversee, schedule, and coordination of branch and teller audits
• Prepare, implement, and supervise the branch budget
• Manage the personnel process for branch staff, including documentation, implementation o