Assistant Branch Manager

Job Description

Job Description

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:

To help hard-working New Yorkers build better tomorrows

Our Vision:

Be New York's most loved financial institution by helping our members build their best financial futures

Overview : The Assistant Branch Manager provides supportive leadership to the branch manager by playing an integral role in the achievement of sales, service, and operational performance goals for the branch. This position ensures that corporate goals are being met, and that Credit Union policies, procedures, and controls are effectively implemented to protect the Credit Union and its members against risk and monetary loss. 

The Assistant Branch Manager actively coaches, develops and holds staff accountable to achieve sales and service goals, while ensuring operational excellence and compliance. This position supports all MCU initiatives aimed at leveraging products/services in an effort to meet corporate goals. In the absence of the Manager, and or with the Manager, the Assistant Branch Manager is expected to be fully capable of managing and leading the branch with all aspects of the business to support our members, organization and team. 

The Assistant Branch Manager must also have the ability to adapt and pivot accordingly to meet challenges in a dynamic and evolving industry and consistently living MCU’s core values.

Responsibilities :

Specific duties include, but are not limited to, the following:

Leadership & Coaching

• Assist in hiring, assessing, coaching, developing and retaining high-performing branch teams
• Responsible for successful onboarding and training of new employees
• Model and reinforce MCU’s values and organizational priorities to align branch activities with corporate strategy
• Assist in the creation, implementation, and achievement of the branch business plans to meet organizational goals while maintaining an operationally sound branch.
• Invest time and effort in ongoing coaching and development of branch staff
• Assist in the management and oversight of staffing and administrative functions of your branch including succession plans, career plans, performance reviews, coaching and counseling documentation, promotions, and all human resources decisions for the branch. Ensure timely execution of all required documentation.
• Develop and promote teamwork and a positive branch culture, ensuring each employee has a means to discuss both positive and negative issues affecting their work
• Promote a culture of high performance and continuous improvement, ensuring staff understand how daily actions connect to broader org goals
• Leverage reporting tools and data to track progress and address performance gaps
• Actively looking for ways to enhance overall branch operations and member service
• Collaborate effectively within Retail and with other departments
• Assist team with member escalations, owning issue resolution end-to-end.

Sales & Service

• Stay abreast of new products, services, and promotions and educates/supports the branch team
• Ensure consistency and uniformity in providing excellent member service, achieving sales and service goals, and ensuring that the branch is operationally and regulatory compliant
• Drive and monitor performance activities such as branch sales and service strategy meetings, proactive member outreach, outbound calling efforts
• Drive individual and team sales performance, holding staff accountable for meeting and/or exceeding organizational goals
• Ensure Core Value expectations are met, and that the member experience is courteous, attentive, and efficient
• Conduct regular one-on-one coaching and performance conversations to reinforce behaviors that drive member engagement, sales, and service excellence
• Create and sustain a sales through service culture, ensuring all staff possess and apply consultative sales, cross-sell, and relationship-building skills
• Provide ongoing coaching to the team regarding behaviors that will help our members with their financial needs, motivating the team to embrace a member-focused culture and consistently offer suitable products and services
• Enhance member satisfaction by consistently engaging and connecting with members to exceed service expectations in a timely manner
• Resolve member escalations with empathy and professionalism

Operational Excellence

• Maintain a strong control environment, managing operational risk in line with policies and regulatory requirements
• Ensure the branch receives an audit grade of “Satisfactory” or better with no repeat findings across reviews
• Respond timely to audits with effective action plans to ensure ongoing safety and soundness.
• Responsible for an effective and efficient operation within the branch, including vault oversight, cash levels, security of negotiable instruments, teller drawers and limits, member documentation.
• Ensure operations within the branch are consistently applied within policy/procedure as well as rules and regulations; maintain a clean, safe and sound operation within the branch.
• Maintain dual control over negotiable instruments and devices.
• Responsible for branch scheduling to ensure proper resources are allocated to functions necessary to ensure an effective and efficient flow of member traffic.
• Comply with BSA/AML/OFAC and SAR requirements and ensure branch staff do the same.
• Ensure proper disclosures, marketing materials, etc. are readily available for staff to utilize.
• Review and analyze branch reports and activities, including income generation, production goals and results, expense items, audits, etc. in order to successfully meet / exceed branch requirements, goals and objectives. Utilize tools and reports to analyze, identify and strategically address member trends within the branch.

Other Duties

• Travel and work at other branch locations as required.

• Perform other related duties as requested and special projects as assigned

Requirements :

• Bachelor’s degree required
• Minimum 4 years of experience in customer service/ retail leadership role required
• Minimum 3 years of banking operations experience required
• Highly ethical and committed to MCU’s core values
• Strong leadership and interpersonal skills
• Proven results in sales, service and operations including meeting or exceeding set objectives
• Demonstrated ability to coach, motivate, and hold staff accountable
• Demonstrated success in planning, organizing, and leading people and activities.
• Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
• Excellent verbal and written communication skills
• Excellent organizational and time management skills
• Technologically proficient, including Microsoft suite and digital banking tools
• Effective problem-solving skills and demonstrated ability to maintain composure when interacting with members and MCU team.
• Must be able to work under pressure and be available to work flexible hours, including weekends

Leadership Competencies:

• Growth Mindset
• Proven ability to manage change and reinforce organizational priorities
• Capacity to take calculated risks and innovate
• Experience in setting vision and strategy
• Lead by example and encourage team in developing adaptability
• Effective Communication
• Prioritizes developing others
• Thinking that values diversity and difference
• Proven ability to build and maintain relationships at all levels of the organization
• Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work

Why you'll be a good fit: