Branch Operations Manager I

Primary Function Responsible for the administration and daily operation of the entire branch. Duties include branch service levels, training, cash management, security, safety, business continuity, sales referrals, and teller line management. Must provide superior member service by accurately and efficiently performing all member service related transactions in accordance with VACU policies and procedures. Assess members’ financial needs to appropriately refer products and services to strengthen and deepen member relationships while ensuring quality member service. Acts in the absence of branch manager and is able to handle escalated member issues effectively. Day‑to‑day functions are primarily performed on the teller line. Job Duties and Responsibilities Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through words and actions, and aligning employee engagement with VACU’s mission, vision and strategic plan. Maintain operational excellence for the entire branch and serve as an effective leader, role model, and coach based on strong working knowledge of teller roles and responsibilities. Assist the Branch Manager with human resource processes for all branch staff, including appraisals, disciplinary actions, individual development plans, career development, training, interviews, etc. Provide direction and coaching to ensure the sound performance of all operational and compliance requirements across all areas of the branch. Maintain current knowledge of financial industry rules, regulations, and best practices and demonstrate appropriate knowledge of all VACU policies and procedures. Direct reports include the Lead Teller and Tellers; develop them using the appraisal process, performance documentation, individual development plans, career plans and monthly one‑on‑one coaching. Observe and coach teller line in accordance with the sales and service process and procedures; ensure all staff has received necessary operational training and updates. Implement, maintain, and inspect security procedures, operational reports, control logs, audits, and certifications in compliance with all regulatory requirements. Identify, investigate and respond to member concerns; develop and implement strategies to capitalize on opportunities, highlight product benefits, and support member service objectives. Build and retain member relationships by courtesy calls to members; ensure business goals and individual member service and sales referral goals are consistently met. Deliver high‑quality service and needs‑based referrals; handle each transaction proficiently, exercising good judgment and seeking approval for any transaction exceeding assigned authority levels. Proficient in replenishment, settlement, and operations of any automated cash machine; perform all vault related duties and responsibilities in the absence of the Lead Teller. Maintain notary and signature guarantee certification; stay informed of all related rules and regulations. Manage all aspects of branch staffing, support and partner with Branch Workforce Management, monitor absences, sick leave, annual leave requests and totals. Resolve all operational errors and exceptions; partner with the Branch Manager on all operational situations involving progressive discipline. Proactively identify potential issues that prevent exceptional member service and collaborate on solutions with the Branch Manager. Recommend more efficient ways to meet financial needs of members; manage relationships between the branch and its internal department partnerships. Comply with all published enterprise‑level policies and procedures, including Risk Management policies; complete all required ongoing training (e.g., BSA, OFAC, Information Security). Report all Risk Management policy violations in accordance with policy. Develop and maintain working knowledge of all applicable federal and state regulations, corporate policies and procedures. May occasionally be requested to fill in at another branch location; other duties may be requested by the supervisor. Job Qualifications Knowledge and skills: Proficiency in teller and branch operations; satisfactory computer skills. Abilities: Sound judgment, flexibility, initiative, effective communication, public relations skills, ability to lead, motivate and coach, attention to detail, collaboration, professional appearance and manner. Minimum education: College graduate with concentration in business (can be substituted with relevant work experience). Experience: Significant experience with a financial institution, emphasizing branch supervisory/management experience. Physical Requirements This job requires the ability to sit and stand for long periods of time. It also requires occasionally lifting up to 50 pounds and/or up to 30 pounds frequently. Benefits and Work Environment We offer a culture that emphasizes employee development, teamwork, integrity, respect, and quality of life and provides opportunities, training, benefits, and work‑life balance. Our goal is to help members build their finances and confidence. We maintain an atmosphere that promotes teamwork and continual improvement. Equal Opportunity Employer Virginia Credit Union is an Equal Opportunity Employer. #J-18808-Ljbffr