Branch Manager

Position Summary

The Branch Manager serves as the primary sales leader and business driver for their branch, directly responsible for achieving results through the growth and development of their team. This role focuses on meeting and exceeding sales, service, and operational performance goals while fostering a results-driven culture. The Branch Manager must actively lead by example, coach their team to success, and hold individuals accountable for their contributions to the branch’s overall success. Additionally, the Branch Manager oversees daily branch operations to ensure efficiency and compliance while serving as a community ambassador to strengthen local relationships and drive business development.

Principle Duties and Responsibilities

• Works purposefully and is driven to provide the best team member experience.
• Willingness and ability to exhibit Wellby Core Values every day.
• Actively create a culture of accountability, excellence, and results-driven collaboration.
• Lead the branch in achieving or exceeding sales goals, including checking accounts, new memberships, lending, real estate referrals and wealth management referrals.
• Develop and execute actionable strategies to meet or exceed the sales, services and operational goals. Ensure the team is aligned and equipped to achieve the desired results.
• Champion exceptional member service by ensuring team members engage members effectively and identify financial needs to deliver tailored solutions.
• Track and analyze branch performance metrics, identifying opportunities for growth and creating action plans to address underperformance.
• Drive member adoption of digital banking tools, including online banking, mobile applications, and eStatements, to improve efficiency and engagement.
• Ensure team members follow a relationship-building process, including engaging, discovering needs, recommending solutions, and following up with members.
• Conduct outbound calls and initiatives to deepen existing member relationships and attract new business.
• Identify and implement opportunities to improve operational processes, enhancing efficiency and member satisfaction.

• Conduct regular team meetings to align with goals, share best practices, address challenges ensuring that branch staff understand the goals and objectives to meet these goals.
• Identify training needs for team members, supporting their development through workshops, role-playing exercises, and training programs.
• Represent Wellby in the community by participating in events, building partnerships, and enhancing the organization’s local presence.
• Actively demonstrate best practices in sales, service, and operational excellence to inspire and guide team members.
• Develop and execute plans to drive branch growth, align with Wellby’s strategic priorities, and achieve budget goals.
• Collaborate and actively work with Financial Advisors, Real Estate Partners, and other key business partners to develop and execute strategies that drive branch growth and member engagement.
• Perform other duties as assigned.

Branch Management

• Cultivate a positive, inclusive, and high-performing branch culture where team members feel supported and motivated to succeed.
• Spend time actively coaching team members on the floor, observing members interactions and providing real time feedback and support.
• Conduct regular one-on-one coaching sessions to address performance gaps, develop skills, and reinforce strengths.
• Share regular performance feedback, including recognition for achievements and actionable plans for improvement.
• Hold team members accountable for meeting individual and branch goals.
• Ensure branch operations comply with all policies, procedures, security requirements, regulations, and ethical business practices.
• Manage operational aspects, including vault control, dual-control access, and approvals for increased authority limits.
• Recruit, hire, and train qualified candidates for branch roles, focusing on their long-term development and potential.
• Address and resolve conflicts promptly and professionally, ensuring consistency with Wellby’s standards and practices.
• Promote and uphold a culture where member needs are consistently prioritized, and service excellence is a branch standard.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby’s organizational functions and general operating policies and procedures.
• Knowledge of general office practices and procedures, business English, spelling, punctuation, and arithmetic.
• Knowledge of retail product philosophy, banking industry best practices, and regulations.
• Knowledge of all branch functions, including Teller, Member Service, and Loan Origination.
• Knowledge of personal computers and proficiency in utilizing Microsoft Office Suite products or related software.
• Knowledge of digital banking tools and platforms to support member adoption and usage, including online banking, mobile applications, and eStatements.
• Knowledge of local, state, and federal laws and regulations, including banking, financial, or industry-specific regulations, including, but not limited to, National Credit Union Administration (NCUA), Federal Deposit Insurance Corporation (FDIC), Office of Foreign Access Control (OFAC), Federal Industry Regulatory Authority (FINRA, anti-money laundering laws, etc.
• Skilled in leading sales-focused teams, leveraging data insights to develop and execute strategies that drive performance while coaching team members on consultative selling, cross-selling, and relationship-building techniques.
• Skilled in demonstrating a member-first mindset by modeling and coaching exceptional service behaviors to support a high-performing team environment.
• Skilled in providing actionable feedback and creating tailored coaching plans to support individual development and team growth.
• Skilled in analyzing performance metrics to identify trends, assess progress, and create actionable improvement plans.
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to influence and engage direct and indirect reports and peers.
• Ability to work effectively across organizational departments and functions to achieve strategic goals.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to motivate others and to work in a large cross-functional team dynamic.
• Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, and establish and maintain effective working relationships with other team members.
• Ability to coordinate several concurrent activities simultaneously.
• Ability to adapt quickly to a changing environment and be a strong decision-maker.
• Ability to exercise independent judgment.

Supervisory Responsibilities

• The team member has supervisory responsibilities.

Complexity & Scope of Work

• The team member will ensure policies, procedures, and programs are consistently administered, aligned with organizational goals, and compliant with professional standards.
• The team member performs routine and generally related tasks without supervisory direction.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
• Courses of action are determined by established procedures and/or the Director of Retail Experience District.
• The team member’s work is reviewed periodically for accuracy, completion, and compliance with the policy and procedures.
• The team members use independent judgment in making decisions.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that a team member must meet to perform the essential functions of this position successfully. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member must frequently remain stationary 50% of the time. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings.
• The team members must be able to exchange information in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• The team member must be able to exchange information in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts of the office environment but is usually in an adequately cooled, heated, lighted, and ventilated area.

Minimum Qualifications

• High School diploma or GED required.
• Bachelor’s degree in finance, business development or related field preferred.
• Minimum three (3) - five (5) years of banking and/or retail experience required.
• Minimum three (3) years of leadership experience in a credit union or bank preferred.
• Teller, personal banking, escalation management, and vault management experience.