Director of Branch Services

Job Description

Job Description

JOB TITLE: Director of Branch Services

JOB CODE:  DIR BR 

EMPLOYER:  Natco Credit Union

DEPARTMENT:  Leadership Team

REPORTS TO:  President/CEO

EFFECTIVE DATE: 08/28/2026

REVISED DATE: 

SUMMARY: The Director of Branch Services is a key member of the executive leadership team, responsible for the day-to-day retail and operational oversight of the credit union’s branch network, including service standards and performance objectives. Champions a culture of collaboration, service excellence, and employee empowerment to drive member delight and organizational success. This role blends strategic leadership with operational expertise, ensuring our services remain responsive, inclusive, and innovative. DUTIES AND RESPONSIBILITIES:

• E  Leads and manages the credit union’s branch operations, ensuring regulatory compliance and exceptional member experience.
• E Oversees, coaches and supports branch operations, through branch managers, to ensure they meet organizational goals and objectives. Monitors member service quality and takes action to resolve problems.
• E Monitors branch performance through service and sales results relative to credit union goals. Leads branch team training to improve member satisfaction and increase product adoption.
• E  Fosters a values-driven culture that emphasizes teamwork, accountability, and continuous improvement across all operational units.
• E  Promotes high levels of employee engagement by developing leaders, recognizing contributions, and cultivating an environment where staff feel empowered and inspired to serve members.
• E  Translates the CEO’s strategic vision into operational plans and performance benchmarks; oversees implementation with a focus on efficiency, service quality, and member delight.
• E  Collaborates with HR and department leaders to design employee training, coaching, and professional development programs that strengthen the member and employee experience.
• E  Champions operational innovation, leveraging technology and process improvement to streamline workflows, enhance access to services, and improve responsiveness.
• E  Utilizes data and member feedback to assess operational effectiveness and inform continuous enhancements across all channels.
• E  Serves as a visible leader across branches, maintaining open lines of communication with staff and regularly engaging with teams to reinforce strategic and cultural priorities.
• E  Partners with Compliance, IT, Finance, and other departments to ensure operational resilience, risk mitigation, and readiness for growth.
• N  Performs other related duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• This role involves direct and indirect supervisory responsibilities.

QUALIFICATIONS:

• Holds a bachelor’s degree in Business, Finance, Organizational Leadership, or a closely related discipline; advanced degree preferred.
• Brings 7-10 years of progressive executive leadership experience within the financial services sector, with comprehensive knowledge of retail banking, branch operations, and organizational oversight.
• Demonstrates experience managing teams of comparable size and complexity, with a focus on operational excellence and strategic alignment.
• Exhibits a proven record of cultivating high-performing teams and leading with a culture-first mindset; experience with the Entrepreneurial Operating System (EOS) is advantageous.
• Possesses a deep understanding of credit union philosophy, member-centric service models, and regulatory frameworks; prior involvement with CDFI initiatives is preferred.
• Applies strategic thinking and a hands-on leadership style to address challenges, drive innovation, and promote servant leadership principles.
• Displays exceptional communication and interpersonal abilities, with the capacity to inspire, align, and collaborate effectively across diverse stakeholder groups.

COMPETENCIES:

1. Communication –  Shares information clearly and respectfully in an efficient and consistent manner, listens actively, manages conflict constructively, maintains confidentiality, and stays open to feedback and new ideas while maintaining professionalism and emotional control.

2. Cultural Excellence –  Embodies the organization’s core values — OWN IT, BUILD IT, LIVE IT — by acting with honesty, respect, and accountability; earns trust, keeps commitments, and consistently demonstrates ethical behavior in accordance with compliance standards.

3. Service –  Prioritizes member delight by responding promptly, professionally, and empathetically; builds strong relationships, remains respectful and composed, and contributes to a collaborative, team-oriented environment that reflects a service-first culture.

4. Initiative –  Demonstrates reliable attendance and punctuality; takes ownership of responsibilities, completes tasks independently, on time and accurately, seeks growth opportunities, and proactively supports team and organizational goals.

5. Flexibility -  Adapts well and exhibits resilience to changing priorities, shifting demands, and unexpected challenges. Applies sound judgment to problem-solving and remains composed and solution-focused in dynamic situations.

6. Leadership Team - Translates the CEO’s strategic vision into actionable goals that advance the credit union’s mission and community impact. Drives operational excellence, fosters innovation, employee engagement and cultivates a collaborative, mission-driven culture that empowers staff and supports sustainable growth.

GOALS:

• Performance is evaluated on Competencies listed above. Specific goals may be assigned based on the priorities and objectives of the credit union.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to sit, talk, hear, utilize hand and finger dexterity, work for extended periods of time as necessary to accomplish objective, goals and projects, view computer monitor, read documents and procedures necessary to the daily performance of essential functions, perform repetitive motion and movements of the wrists, hands and/or fingers and operate standard office equipment, including a personal computer, telephone and photocopier. 
• While performing the duties of this job, the noise level in the work environment is usually quiet to moderate.
• The employee must:
  • occasionally lift and/or move up to __50__ pounds.
• Additional remarks regarding work environment: Work is conducted at a desk.
• Specialized equipment, machines, or vehicles used: Driving personal vehicle and traveling for moderate periods of time as needed. Commuting to and from work may involve driving during inclement weather.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.