Assistant Branch Manager

Assistant Branch Manager

The Assistant Branch Manager (ABM) drives branch performance by leading sales and service execution, ensuring operational excellence, and enforcing compliance standards. This role guides the branch team toward high performance, cultivates a member-first culture and collaborates with the Branch Development Manager (BDM) and Market President to implement strategic initiatives. By coaching, motivating and empowering staff, the Assistant Branch Manager delivers consistent results and strengthens the overall member experience.

Key Responsibilities

Leadership & Team Development

• Lead and inspire a diverse branch team – including Tellers, Interns, Branch Ambassadors and Universal Banking Associates – by setting clear expectations and providing ongoing coaching and performance feedback.
• Promote a collaborative and positive work environment that supports individual growth and team success.
• Coordinate staff schedules to ensure optimal coverage and service delivery.
• Support the development and performance of Certified Financial Consultants (CFCs) in partnership with the Branch Development Manager

Sales & Member Engagement

• Champion a member-centric culture by ensuring exceptional service and satisfaction at every touchpoint.
• Collaborate with the sales team to drive branch sales goals and identify cross-selling opportunities.
• Observe and coach staff using Retail Sales & Service (RSS) tools to maintain a consistent needs-based sales approach.
• Ensure consistent use of member engagement platforms such as Coconut and Sugar to enhance service delivery and track performance.

Operational Excellence & Compliance

• Oversee daily branch operations to ensure efficiency, accuracy and adherence to credit union policies and regulatory requirements.
• Monitor teller line performance and implement strategies to improve service and transaction quality.
• Apply risk management practices to safeguard the branch against operational and compliance risks.
• Stay informed on industry trends and regulatory changes to proactively adjust branch practices.

Strategic Execution and Partnership

• Work closely with the Branch Development Manager and Market President to execute retail service and sales strategies.
• Support branch initiatives that align with organizational goals and contribute to long-term success.

Organizational Engagement

• Represent the credit union with professionalism and courtesy in all interactions.
• Uphold the highest ethical standards in all interactions and responsibilities.
• Support and lead initiatives that position the credit union as a top employer through leadership, integrity, and service excellence.
• Take initiative to perform additional duties to support branch operations and member service excellence.
• Travel may be required on occasion.
• Be available to work flexible hours including nights and weekends to support branch operations, events meetings, or other needs.

Requirements

Education and Experience

• High school diploma, GED or equivalent. Additional education in finance, business or related field is a plus.
• Proven experience in branch operations, preferably in the financial industry.
• Experience in setting performance expectations, conducting regular reviews and developing strategies to enhance team productivity.
• Certified Financial Counselor designation required.

Skills and Attributes

• Proven ability to oversee and manage daily branch operations with a focus on efficiency and compliance.
• Ability to inspire and motivate staff to achieve operational and service excellence.
• In-depth understanding of regulatory compliance in the financial industry and ability to implement and enforce policies and procedures to ensure compliance.
• Ability to take proactive approach to identifying and mitigating operational and compliance risk. Remain informed about industry trends and changes in regulations affecting branch operations.
• Strong commitment to fostering a member-centric culture with strong emphasis on delivering excellent customer service.
• Ability to address member inquiries, concerns, and issues effectively.
• Demonstrated ability to collaborate with a sales team to promote and achieve branch sales goals. Identifying opportunities for cross-selling credit union products and services.
• Excellent interpersonal and communication skills for effectively leading and collaborating with branch team, members, and other stakeholders.
• Strong critical thinking skills to address operational challenges and implement effective solutions.
• Ability to adapt to changing industry dynamics, regulations, and organizational priorities.
• Solid knowledge of financial products and services offered by the credit union, including deposits, loans, and electronic banking.
• Proven ability to work collaboratively with other departments and teams to achieve organizational goals.
• Demonstrated decision making skills, especially in high-pressure situations, to ensure the smooth operation of the branch.
• Proven analytical mindset to assess branch performance, identify areas for improvement and implement data-driven strategies.
• Proficiency in using banking software, computer systems, and Microsoft Office Suite.
• Ability to participate in branch activities, financial literacy presentations, and community events for branch awareness.

Physical Demands & Work Environment

Achieva Credit Union is committed to providing equal employment opportunities to all individuals. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. This role primarily operates in-person in an office environment. On occasion, this position may require occasional travel to other Achieva offices or events. The role routinely uses standard office equipment such as computers, phones, and virtual meeting platforms. The employee must be able to remain in a stationary position for extended periods and communicate effectively via phone, video, and electronic messaging. This position may require extended periods of sitting or standing and occasional light lifting (up to 25 pounds) may be required. EEO Statement: Achieva Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, qualified individual with a disability, or other protected status. Achieva participates in E-Verify.