Branch Manager - Bitters

Branch Manager

The Branch Manager is a strategic branch leader responsible for the overall performance, growth, compliance, and culture of a branch location. This role oversees daily operations, staff development, and the end-to-end member experience while driving business results and strengthening the credit union's community presence.

The Branch Manager ensures consistent adherence to policies, regulatory requirements, and operational standards, and leads the branch team through strong coaching, accountability, and performance management. As the primary culture carrier for the branch, this leader translates regional and enterprise priorities into disciplined execution and sustained results.

Branch Performance & Results

• Own overall branch performance, ensuring consistent achievement of sales, service, growth, efficiency, and operational goals.
• Translate regional strategies and initiatives into clear execution plans for the branch team.
• Monitor performance trends, proactively address gaps, and take decisive action to drive results.
• Ensure the branch operates within approved staffing, expense, and productivity expectations.

Coaching, Accountability & People Leadership

• Establish and sustain a strong coaching culture focused on behavior based feedback, skill development, and accountability.
• Directly coach Assistant Branch Managers and staff to reinforce performance expectations and service standards.
• Conduct regular performance reviews, development planning, and timely corrective action when needed.
• Build bench strength by identifying and developing future leaders and supporting succession readiness.

Member Experience & Service Leadership

• Lead a solutions focused, member centric culture that consistently delivers exceptional experiences.
• Use member feedback, service metrics, and frontline observations to identify gaps and improve service delivery.
• Handle complex member situations and escalations with professionalism and sound judgment.
• Ensure consistent execution of needs based conversations and relationship deepening behaviors.

Operational Excellence & Risk Management

• Ensure the branch is always audit ready with full adherence to policies, procedures, and regulatory requirements.
• Maintain strong internal controls, cash management, physical security, and fraud prevention practices.
• Standardize branch processes and workflows to improve efficiency, accuracy, and consistency.
• Proactively identify operational risks and partner with the Senior Branch Manager to mitigate them.

Culture, Emotional Intelligence & Change Leadership

• Model professionalism, accountability, and emotional intelligence in all interactions.
• Foster a healthy, inclusive culture with open communication, trust, and constructive conflict resolution.
• Champion organizational and regional initiatives, ensuring clarity, buy in, and consistent adoption at the branch level.
• Serve as a visible leader who sets expectations and reinforces Firstmark's values daily.

Community & Enterprise Partnership

• Represent the credit union within the local community and build strong relationships that support branch growth and reputation.
• Partner cross functionally with retail support teams and peers to support pilots, initiatives, and continuous improvement.
• Communicate branch insights, challenges, and opportunities to the Senior Branch

Additional Responsibilities

• Perform other job related duties as assigned in support of branch, regional, or enterprise priorities.

Requirements

Education

• High school diploma or equivalent required.
• Bachelor's degree in Business, Finance, Management, or a related field preferred.

Experience

• 5+ years of progressive retail banking or credit union experience including 2+ years in a leadership role.
• Demonstrated success in branch level leadership, people development, sales leadership, and operational risk management.
• Proven ability to coach teams, drive performance, and lead through change.

Skills & Competencies

• Strong coaching, feedback, and accountability skills.
• High emotional intelligence and professional leadership presence.
• Strong understanding of branch operations, compliance, and financial products.
• Ability to analyze performance data and make sound business decisions.
• Effective communication, influencing, and conflict resolution skills.
• Flexibility to travel between branches as needed.

Values Alignment

• Demonstrates Firstmark's shared values in all interactions: Happy, Helpful, Honest, Humble, and Hungry (Driven).

Building tomorrow starts with you!

At Firstmark Credit Union, we're working together with our members to build their tomorrow and we do the same for our employees. From your first day, you'll enjoy comprehensive medical, dental, and vision coverage, a dollar for dollar 401(k) match, and up to four weeks of paid time off to rest and recharge. We invest in your growth through education assistance, support your well-being with our Employee Assistance Program, and encourage you to make a difference with paid and unpaid volunteer opportunities.

Here, you'll find more than a career you'll find purpose, belonging, and a community that cares.

Firstmark Credit Union