Branch Manager

The Assistant Branch Manager partners with the Branch Manager to build and lead a high-performing branch team that consistently meets or exceeds sales, service, and operational goals aligned to Credit Union of Texas's strategic plan and core values. The role plans, coordinates, and manages the delivery of all credit union products, services, and member experiences at the branch; coaches and develops team members; oversees daily branch operations, security, and facility well-being; and uses CUTX-approved tools and AI-augmented analytics to identify trends, drive growth, and maintain a safe, compliant, member-centric environment. In the Branch Manager's absence, the Assistant Branch Manager assumes full accountability for the branch. Key Responsibilities Team Leadership, Coaching & Development Develop each team member through ongoing coaching, observation, and training to meet or exceed sales and service standards. Meet with each team member regularly (one-on-ones) to review performance and hold the team member accountable to sales and service goals established by leadership. Lead sales and service training meetings for branch employees and reinforce CUTX's member-centric standards. Conduct annual performance evaluations and provide timely, constructive feedback throughout the year. Administer corrective action when necessary, up to and including termination recommendations, to hold team members accountable for performance and behavior. Identify exceptional talent through CUTX's hiring process and make recommendations for advancement, promotion, or other internal opportunities. Meet or exceed branch sales and service goals, including loan production, deposit growth, and member acquisition and retention targets. Receive and respond to member feedback, resolving escalations with tact, accuracy, and empathy. Work closely with Business Development to identify and pursue growth opportunities within the surrounding community. Serve as Notary Public and perform Signature Guarantee services for members as needed. Branch Operations & Performance Management Review and evaluate reports of branch activities — including staffing, loans, deposits, overdrafts, charge-offs, and audits — to meet credit union performance objectives. Leverage management tools and reports (including AI-augmented analytics) to analyze, identify, and strategically address trends affecting branch results. Assign and/or delegate daily work assignments to all branch team members to ensure efficient coverage and member service. Manage branch expenses within the approved budget and authorize payment of branch bills consistent with CUTX procurement procedures. Assume full responsibility for all aspects of the branch in the absence of the Branch Manager. Facility, Security & Risk Accept responsibility for the overall security of the branch, including keys, combinations, documents, records, and negotiable items. Ensure the daily maintenance, well-being, and physical security of the branch facility. Identify and elevate operational, security, or compliance concerns to the Branch Manager and appropriate enterprise functions in real time. Compliance & Conduct Demonstrate enthusiastic support of CUTX's mission, core values, and long-term objectives. Perform job duties within CUTX bylaws, regulations, Board of Directors policies, established internal and external service standards, and CUTX work procedures. Ensure branch activities comply with Bank Secrecy Act/Anti-Money Laundering, Office of Foreign Assets Control, and USA PATRIOT Act requirements as they apply to the role. Perform other duties as required to maintain credit union services and operations. Performance Outcomes & KPIs Outcome Primary KPI Target / Direction Branch consistently meets or exceeds sales production goals. Branch Sales Goal Attainment — percent of monthly sales goal achieved (loans, deposits, services). Monthly Members receive an exceptional, consistent service experience at the branch. Member Experience / NPS score for the branch. Monthly ▲ [Target — confirm with VP, Retail Delivery] Team members are coached and developed consistently. Coaching Cadence Compliance — percent of scheduled one-on-ones and coaching sessions completed on time. Monthly Branch operates within established risk and compliance standards. Branch Audit & Compliance Exception Rate — number of material findings per internal audit or compliance review. Per audit cycle Branch is appropriately staffed and engaged. Voluntary Turnover Rate (branch team). ▼ At or below CUTX retail benchmark AI-augmented analytics and recommendations are reviewed by the role holder before action. Human-in-the-Loop Review Rate on AI-generated branch analytics and recommendations. Monthly Qualifications Education High school diploma or equivalent required. Associate or bachelor's degree preferred. Experience Minimum three to four (3–4) years of related experience in a financial institution environment, including demonstrated sales, service, and team leadership responsibilities. Prior supervisory or assistant management experience in a retail branch preferred. Licenses, Registrations, and Certifications Notary Public commission (or ability to obtain within a defined period of hire). Valid Texas driver's license preferred for periodic travel between branches and community events. Knowledge & Skills Character built on integrity and sincerity; relatable and approachable. Effective verbal and written communication skills, with tact and diplomacy when communicating with internal and external members. Strong cognitive thinking, problem-solving, and sound decision-making skills. Excellent member-centric service orientation. Ability to consistently coach and develop team members. Ability to multi-task and perform under the pressure of deadlines in a fast-paced environment. Ability to maintain an attitude of positivity, teamwork, and cooperation with internal team members. Basic mathematical skills as applied in the financial services industry (interest, percentages, fees, proportions). Working knowledge of branch operations, cash handling, vault and security procedures, and consumer deposit and loan products. Proficiency with Microsoft Office (Outlook, Word, Excel, Teams), telephone, 10-key calculator, and other office equipment; ability to learn CUTX core, lending, and member-relationship systems. Working knowledge of BSA/AML, OFAC, USA PATRIOT Act, and UDAAP principles as applied in a branch setting. Core Competencies Competency Proficiency Level Why This Matters in This Role Leadership & People Development Advanced The role's primary purpose is coaching, accountability, and team development; sustained branch performance depends on it. Advanced The Assistant Branch Manager sets the tone for member experience at the branch and personally handles escalations. Sales & Business Acumen Intermediate The role is accountable for branch sales results and community growth in partnership with Business Development. Operational Discipline Advanced Branch security, cash controls, audit-readiness, and daily operations require precise, repeatable execution. Risk Awareness & Compliance Orientation Advanced BSA/AML, OFAC, USA PATRIOT Act, and consumer protection obligations apply daily; mistakes carry direct member and regulatory impact. AI Literacy Intermediate The role uses AI-augmented analytics, coaching insights, and productivity tools (Tier 2) and is responsible for human-in-the-loop review on member- or employee-impacting outputs. Communication Intermediate The role communicates with team members, members, peers, and senior leadership across multiple channels and contexts. AI & Technology Expectations AI-Augmented Workflows The following workflows are AI-augmented in this role. The Assistant Branch Manager is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls. AI-augmented branch performance analytics — synthesizes sales, service, traffic, and staffing data to surface trends and recommended actions. AI-assisted coaching insights — identifies coaching opportunities and behavioral patterns from approved performance and service data sources. AI-assisted drafting and summarization — supports the Assistant Branch Manager in preparing meeting notes, coaching documentation, and internal communications via approved tools (e.g., Sam, Microsoft Copilot). AI-assisted scheduling and staffing optimization — recommends staffing patterns based on historical traffic and transaction volume. AI Tier and Human-in-the-Loop Responsibility This role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Assistant Branch Manager retains accountability for any decision, communication, or member/employee-impacting action influenced by AI output, consistent with the CUTX Generative AI Usage Policy §3.4. The Assistant Branch Manager is required to: Apply human-in-the-loop review on every AI-recommended coaching action, performance assessment input, staffing change, or member-impacting communication before action is taken. Stop reliance on AI output and elevate immediately if the output appears inaccurate, biased, non-compliant, or outside the role's documented scope (Generative AI Usage Policy §3.5). Refrain from entering member non-public personal information (NPI), confidential CUTX information, or sensitive employee information into any AI tool not explicitly approved for that data classification. Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers. Approved AI Tools The role is approved to use the following AI tools in performing essential functions (subject to the Generative AI Usage Policy and any tool-specific guidance issued by the AI Council): CUTX-approved internal AI assistants (e.g., Sam) for general productivity and approved knowledge tasks. Microsoft Copilot for office productivity (drafting, summarization, spreadsheet support). CUTX-approved branch performance and analytics dashboards that incorporate AI/ML components. CUTX-approved workforce management tools used for staffing and scheduling. Use of AI tools outside this list requires prior approval from the role's department leader and the AI Council, per the Generative AI Usage Policy §4. Prohibited AI Use In addition to the prohibited uses defined in the Generative AI Usage Policy §3.6, the following are specifically prohibited in this role: Using AI output as the sole basis for any adverse employment action (corrective action, termination recommendation, denial of promotion) — human judgment and documented HR process are required. Using AI output as the sole basis for any adverse member action, including denial of service, account restriction, or fee decisions. Entering member NPI (full account numbers, Social Security numbers, member documents) or sensitive employee information into any AI tool not explicitly approved for that data classification. Using consumer AI tools to draft formal HR documents (corrective action, performance improvement plans, termination communications); these must be developed using approved templates and the HR review process. Compliance & Regulatory Responsibilities Enterprise Compliance Obligations The Assistant Branch Manager is responsible for all enterprise compliance obligations applicable to a CUTX team member, including BSA/AML, OFAC, USA PATRIOT Act/CIP/CDD, GLBA and the Safeguards Rule, Fair Lending laws (ECOA/Reg B, Fair Housing Act), UDAAP, Information Security and Acceptable Use, and the CUTX Code of Conduct. AI-Specific Compliance Obligations The Assistant Branch Manager is responsible for the CUTX Generative AI Usage (TRAIGA / HB 149-aligned), the CUTX AI Playbook (including Tier 2 obligations applicable to this role), and Texas Responsible Artificial Intelligence Governance Act (TRAIGA / HB 149) requirements applicable to the role. Role-Specific Compliance Obligations Bank Secrecy Act / Anti-Money Laundering (BSA/AML) program responsibilities applicable to branch transactions, CTR/SAR identification, and escalation. Office of Foreign Assets Control (OFAC) screening and escalation requirements. USA PATRIOT Act, including Customer Identification Program (CIP) and Customer Due Diligence (CDD) at account opening. Truth in Savings Act (Reg DD), Electronic Fund Transfer Act (Reg E), and Expedited Funds Availability Act (Reg CC) as applied at the branch. Fair Lending laws (ECOA/Reg B, Fair Housing Act) and UDAAP standards in branch sales, lending referrals, and member interactions. GLBA and the Safeguards Rule, including safeguarding member information at the branch. CUTX Branch Operations, Cash Handling, Security, and Code of Conduct policies. Working Conditions & Physical Requirements This role is performed on-site at an assigned CUTX branch, with occasional travel to other CUTX locations, training events, and community outreach activities. The work environment is a typical retail financial branch with no hazardous or significantly unpleasant conditions. Essential physical activities include the ability to remain stationary at a workstation or teller line for extended periods; occasionally stand, walk, climb or balance, and stoop, kneel, crouch, or crawl; use fingers and hands for typing, handling documents, and operating cash and office equipment; reach with hands and arms; talk and hear clearly to convey detailed or important information accurately to members and team members; demonstrate visual acuity sufficient to prepare and inspect documents and operate equipment; and occasionally lift and move up to 10 pounds. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role, consistent with the Americans with Disabilities Act and CUTX policy. Acknowledgement & Disclaimer This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required, and CUTX reserves the right to modify, add to, or remove duties at any time as business needs require. Employment with CUTX is at-will. This job description does not constitute an employment contract. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr