Branch Manager

GENERAL PURPOSEThe Branch Manager is responsible for leading and developing a high-performing branch team to deliver exceptional member experience while achieving sales, service, and operational goals aligned with the credit union’s strategic objectives. This role oversees all day-to-day branch operations, ensuring effective execution of service standards, sales and referral performance, and regulatory compliance. The Branch Manager drives team performance by coaching and developing employees, fostering a collaborative and accountable culture, and ensuring staff are equipped to identify and meet members’ financial needs through consultative interactions. Additionally, this role ensures operational excellence, manages risk, and supports business growth through community engagement, business development, and alignment with organizational initiatives.ESSENTIAL DUTIES AND RESPONSIBILITIESLives CCU’s service standards and core values: Be the Advocate. Embrace Curiosity. Be Compassionate.Provide strategic leadership and oversight of branch operations, ensuring efficient, accurate, and high-quality delivery of member services, including transactions, account origination, onboarding, and lending.Lead, coach, and develop a high-performing team through effective hiring, onboarding, training, performance management, and development planning.Manage staffing to support branch needs, including scheduling and front-line support as necessary.Foster a consultative, needs-based sales culture through coaching, goal setting, and accountability, driving individual and branch performance while deepening member relationships.Monitor and manage branch performance metrics, including sales, service, operational, and financial results, ensuring alignment with organizational goals.Ensure branch delivery of consistent, high-quality member experience, monitoring feedback and taking action to improve satisfaction and loyalty.Oversee daily branch operations, including transaction accuracy, balancing, and completion of daily, monthly, and periodic operational activities.Leverage data, analytics, and member feedback to identify trends and drive continuous improvement in service delivery, processes, and branch experiences.Ensure consistent execution of policies, procedures, and service standards, collaborating with peers to drive alignment and best practices across locations.Ensure compliance with all applicable regulations and internal controls, including NCUA, BSA/AML, Fair Lending, and audit requirements, while maintaining strong operational accuracy and quality control.Maintain a safe and secure branch environment by enforcing security protocols and ensuring team awareness of procedures.Ensure branch readiness for internal audits and regulatory examinations, addressing findings and maintaining strong internal controls.Resolve complex member issues and operational challenges, ensuring timely and effective outcomes.Identify and implement process, system, and workflow improvements to enhance efficiency and the member experience.Maintain deep knowledge of credit union products, services, and lending guidelines to support team performance and ensure consistent member experiences.Manage branch expenses in alignment with the credit union’s strategic plan and approved budget.Communicate proactively with the Director of Retail regarding branch performance, risks, and overall conditions.Participate in business development and community relations activities to promote the credit union.Perform other duties as assigned.KNOWLEDGE, SKILL AND ABILITYDemonstrated leadership, coaching, and talent development skills with the ability to motivate, influence, and hold others accountable.Thorough knowledge of principles and processes for providing member and personal services. This includes member needs assessment, meeting quality standards for services, and evaluation of member satisfaction.Knowledge of Credit Union products and services, consumer lending, deposit operations, and branch procedures.Working knowledge of applicable regulations, policies, and procedures as it pertains to NCUA, BSA/AML, OFAC, Fair Lending, and other regulatory requirements.Ability to perform basic mathematical calculations and accurately process financial transactions.Ability to detect and trace errors, trouble-shoot and solve problems.Demonstrates professionalism, initiative, adaptability, and a positive approach to leadership and member service.EDUCATION, FORMAL TRAINING, AND EXPERIENCEA two-year or associate’s degree is required; a bachelor’s degree or equivalent professional certification is preferred; equivalent experience may be considered.Minimum of three years of which should be in a lead or supervisory position with sales emphasis required.Experience with consumer lending processes within a financial institution is required.Previous teller experience required.Knowledge of Symitar and MerdianLink is preferred.WORK ENVIRONMENT/PHYSICAL ACTIVITESWORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include Close vision and ability to adjust focus. While performing the duties, the employee is regularly required to use hands to finger, handle, or feel and talk and hear. The employee is frequently required to stand; walk and reach with hands and arms. The employee is occasionally required to sit and stoop, kneel or crouch.BENEFITSThis position is eligible for the following benefits:Medical/Dental/Vision InsuranceCompany Paid Life, Short-term Disability, and Long-term Disability InsuranceVoluntary Life, Hospital Indemnity, Accident, and Critical Illness Insurance401k Employer Contributions & MatchAnnual Profit Sharing funded into the 401kTuition Reimbursement (Max $5,250.00/annually)Paid Time OffCompany Paid HolidaysWork-Life Balance and Flexible Work SchedulesCross-Training and Career Development OpportunitiesWellness ProgramEmployee Recognition ProgramAnnual Bonus Based on Company PerformanceMonthly Incentives Based on Performance #J-18808-Ljbffr