Assistant Branch Manager

Assistant Branch Manager

The Assistant Branch Manager partners with the Branch Manager to build and lead a high-performing branch team that consistently meets or exceeds sales, service, and operational goals aligned to Credit Union of Texas's strategic plan and core values. The role plans, coordinates, and manages the delivery of all credit union products, services, and member experiences at the branch; coaches and develops team members; oversees daily branch operations, security, and facility well-being; and uses CUTX-approved tools and AI-augmented analytics to identify trends, drive growth, and maintain a safe, compliant, member-centric environment. In the Branch Manager's absence, the Assistant Branch Manager assumes full accountability for the branch.

Team Leadership, Coaching & Development

• Develop each team member through ongoing coaching, observation, and training to meet or exceed sales and service standards.
• Meet with each team member regularly (one-on-ones) to review performance and hold the team member accountable to sales and service goals established by leadership.
• Lead sales and service training meetings for branch employees and reinforce CUTX's member-centric standards.
• Conduct annual performance evaluations and provide timely, constructive feedback throughout the year.
• Administer corrective action when necessary, up to and including termination recommendations, to hold team members accountable for performance and behavior.
• Identify exceptional talent through CUTX's hiring process and make recommendations for advancement, promotion, or other internal opportunities.

Sales, Service & Member Experience

• Meet or exceed branch sales and service goals, including loan production, deposit growth, and member acquisition and retention targets.
• Receive and respond to member feedback, resolving escalations with tact, accuracy, and empathy.
• Work closely with Business Development to identify and pursue growth opportunities within the surrounding community.
• Serve as Notary Public and perform Signature Guarantee services for members as needed.

Branch Operations & Performance Management

• Review and evaluate reports of branch activities including staffing, loans, deposits, overdrafts, charge-offs, and audits to meet credit union performance objectives.
• Leverage management tools and reports (including AI-augmented analytics) to analyze, identify, and strategically address trends affecting branch results.
• Assign and/or delegate daily work assignments to all branch team members to ensure efficient coverage and member service.
• Manage branch expenses within the approved budget and authorize payment of branch bills consistent with CUTX procurement procedures.
• Assume full responsibility for all aspects of the branch in the absence of the Branch Manager.

Facility, Security & Risk

• Accept responsibility for the overall security of the branch, including keys, combinations, documents, records, and negotiable items.
• Ensure the daily maintenance, well-being, and physical security of the branch facility.
• Identify and escalate operational, security, or compliance concerns to the Branch Manager and appropriate enterprise functions in real time.

Compliance & Conduct

• Demonstrate enthusiastic support of CUTX's mission, core values, and long-term objectives.
• Perform job duties within CUTX bylaws, regulations, Board of Directors policies, established internal and external service standards, and CUTX work procedures.
• Ensure branch activities comply with Bank Secrecy Act/Anti-Money Laundering, Office of Foreign Assets Control, and USA PATRIOT Act requirements as they apply to the role.
• Perform other duties as required to maintain credit union services and operations.

Qualifications

Education

• High school diploma or equivalent required.
• Associate or bachelor's degree preferred.

Experience

• Minimum three to four (34) years of related experience in a financial institution environment, including demonstrated sales, service, and team leadership responsibilities.
• Prior supervisory or assistant management experience in a retail branch preferred.
• Prior credit union experience preferred.
• Bilingual English / Spanish preferred.

Licenses, Registrations, and Certifications

• Notary Public commission (or ability to obtain within a defined period of hire).
• Valid Texas driver's license preferred for periodic travel between branches and community events.

Knowledge & Skills

• Character built on integrity and sincerity; relatable and approachable.
• Effective verbal and written communication skills, with tact and diplomacy when communicating with internal and external members.
• Strong cognitive thinking, problem-solving, and sound decision-making skills.
• Excellent member-centric service orientation.
• Ability to consistently coach and develop team members.
• Ability to multi-task and perform under the pressure of deadlines in a fast-paced environment.
• Ability to maintain an attitude of positivity, teamwork, and cooperation with internal team members.
• Basic mathematical skills as applied in the financial services industry (interest, percentages, fees, proportions).
• Working knowledge of branch operations, cash handling, vault and security procedures, and consumer deposit and loan products.
• Proficiency with Microsoft Office (Outlook, Word, Excel, Teams), telephone, 10-key calculator, and other office equipment; ability to learn CUTX core, lending, and member-relationship systems.
• Working knowledge of BSA/AML, OFAC, USA PATRIOT Act, and UDAAP principles as applied in a branch setting.

Core Competencies

Competency - Proficiency Level - Why This Matters in This Role

Leadership & People Development - Advanced - The role's primary purpose is coaching, accountability, and team development; sustained branch performance depends on it.

Member Centricity - Advanced - The Assistant Branch Manager sets the tone for member experience at the branch and personally handles escalations.

Sales & Business Acumen - Intermediate - The role is accountable for branch sales results and community growth in partnership with Business Development.

Operational Discipline - Advanced - Branch security, cash controls, audit-readiness, and daily operations require precise, repeatable execution.

Risk Awareness & Compliance Orientation - Advanced - BSA/AML, OFAC, USA PATRIOT Act, and consumer protection obligations apply daily; mistakes carry direct member and regulatory impact.

AI Literacy - Intermediate - The role uses AI-augmented analytics, coaching insights, and productivity tools (Tier 2) and is responsible for human-in-the-loop review on member- or employee-impacting outputs.

Communication - Intermediate - The role communicates with team members, members, peers, and senior leadership across multiple channels and contexts.

AI & Technology Expectations

AI-Augmented Workflows

The following workflows are AI-augmented in this role. The Assistant Branch Manager is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.

• AI-augmented branch performance analytics synthesizes sales, service, traffic, and staffing data to surface trends and recommended actions.
• AI-assisted coaching insights identifies coaching opportunities and behavioral patterns from approved performance and service data sources.
• AI-assisted drafting and summarization supports the Assistant Branch Manager in preparing meeting notes, coaching documentation, and internal communications via approved tools (e.g., Sam, Microsoft Copilot).
• AI-assisted scheduling and staffing optimization recommends staffing patterns based on historical traffic and transaction volume.

AI Tier and Human-in-the-Loop Responsibility

This role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Assistant Branch Manager retains accountability for any decision, communication, or member/employee-impacting action influenced by AI output, consistent with the CUTX Generative AI Usage Policy 3.4.

The Assistant Branch Manager is required to:

• Apply human-in-the-loop review on every AI-recommended coaching action, performance assessment input, staffing change, or member-impacting communication before action is taken.