Branch Manager

Description

Job Title: Branch Manager Department: Branch Operations

Reports to: AVP of Branch Management Classification: Exempt

Job Summary:

Ensures proper scheduling and workflow of daily routine operations so member service and workforce satisfaction are balanced and meet goals. Ensures that established policies, procedures, and legal requirements are followed. Oversees provision of a full range of products and services to members and prospective members. Coordinates activities, ensuring that all subordinate areas of responsibility support the Credit Union’s objectives. Ensures that employees are performance coached to achieve member satisfaction and sales results. Directs and appraises branch staff. 

Positions Supervised:

• Branch Staff

Duties/Responsibilities:

• Manages the workflow of daily operations.
• Ensures that operations are conducted in accordance with established Credit Union policies and with legal and regulatory requirements.
• Ensures Branch security, and that the branch opens and closes in accordance with established hours.
• Completes monthly facility and branch audits in accordance with established guidelines. Notifies manager of any findings.
• Implements changes to established policies and with legal and regulatory requirements.
• Ensures a high degree of member satisfaction as measured by Voice of Member surveys, observations, and direct member feedback.
• Fosters a sales environment designed to meet the financial goals of our members. Coaches’ team on goal achievement.
• Ensures that all Branch transactions are balanced at the close of each day.
• Oversees individual accountability for the handling of cash and assists tellers in resolving balancing problems.
• Controls and handles daily deposits in accordance with established policies and procedures.
• Periodically verifies cash in possession of tellers and cash on the premises.
• Provides leadership through effective objective setting and communication.
• May supervise all Branch personnel. Ensures that high quality work and efficiency in operations are maintained. Determines work methods and flow through assigning, directing, coordinating, and reviewing tasks.
• Conducts regular meetings with Branch employees to inform and train. Discusses areas needing improvement and changes in procedure.
• Ensures that personnel are trained in all phases of their position. Completes orientation of new employees in overall Branch procedures. Performs cross training as necessary. Conducts security training.
• Ensures that personnel are effective and optimally used. Determines appropriate staffing levels for proper utilization of human resources.
• Tracks individual progress and conducts performance appraisals on each employee annually and coaching employees at least monthly. 
• Approves all Paid Time Off (PTO), overtime, and timecards for each Branch employee. Keeps accurate payroll and attendance records.
• Ensures that member requests and questions are promptly resolved. Handles member complaints professionally. Escalates unresolved complaints to their manager.
• Ensures that members are informed of Credit Union services, products, and policies. Ensures that members are counseled regarding their current and future financial needs.
• Ensures that the Credit Union's quality reputation is maintained and projected.
• Ensures that Branch operations are well coordinated with Credit Union accounting, loan processing, electronic services, and lending department.
• Manages and oversees expenses. Pursues cost-saving measures.
• Continually seeks ways to improve Branch operations and productivity and to meet established goals.
• Prepares periodic Branch activity reports and makes recommendations to management for improvements.
• Ensures that proper maintenance and general housekeeping of the building, grounds, work areas, desks, and equipment is carried out, including snow and ice removal.
• Ensures that adequate supplies, forms, and equipment are available for personnel.
• Institutes prudent safety measures.
• Keeps management informed of Branch activities, progress toward established objectives, and of any significant problems. Requests assistance when necessary.
• Fills in and performs duties in Branch positions as needed.
• Attends assigned training sessions and stays current on new operational procedures.
• May be a resource for regional projects, e.g., training, system changes, procedural changes, and impact.

Performance Measurements:

• Branch services are efficiently and effectively delivered in accordance with established Credit Union policies and standards.
• Current member accounts are maintained or expanded, and additional ones solicited. Good business relationships exist with members. Member questions and problems promptly resolved.
• Branch personnel are well trained and efficient, and their activities well-coordinated. Branch goals are consistently achieved through monitoring, coaching and training.
• Required reports and records are accurate and timely.
• Management is appropriately informed of area activities and of any significant problems. Suggestions are provided for improved efficiency or effectiveness in operations.
• Good coordination and working relationships exist with Branch personnel. Assistance is provided as needed.
• Branch transactions, goals, expenses, and profitability are in line with Credit Union standards.

Required Skills/Abilities:

• This position requires registration under the National Mortgage Licensing System (NMLS) as a Mortgage Loan Officer (MLO).
• Strong interpersonal, leadership, coaching and supervisory skills.
• Well organized with the strong ability to multi-task.
• Excellent communication and public relations skills.
• Ability to work in stressful, high-pressure situations.
• Solid analytical and negotiating skills.
• Ability to operate related computer applications and related business equipment.
• Ability to maintain an effective and efficient workflow.
• Understanding of the Credit Union’s field of membership.
• Thorough knowledge of Credit Union services and products.
• Understanding of related legal and regulatory requirements.
• Familiarity with Branch functions, policies, and procedures.

Education and Experience:

• Bachelor’s Degree or an equivalent combination of education and experience is required.
• At least five years of related experience in financial services, with a minimum of 2-5years of supervisory experience.
• Understanding of the Credit Union’s field of membership.
• Thorough knowledge of Credit Union services and products.
• Understanding of related legal and regulatory requirements.
• Familiarity with Branch functions, policies, and procedures.

Physical Requirements:

• Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Average Hearing: Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
• Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Employee signature below indicates the employee's understanding of the requirements, essential functions, and duties of the position.

Employee______________________________________ Date__________________