Branch Manager

Responsible for leading one or more branch locations to achieve sustained growth, strong member experience results, and consistent execution of sales, service, and operational strategies. The Branch Manager serves as a visible, hands-on leader responsible for driving performance through accountability, coaching, operational execution, business growth, and member-first service.
This role is responsible for overall branch performance, including sales growth, member experience outcomes, staff development, operational effectiveness, and execution of organizational priorities. The Branch Manager is expected to remain actively engaged in day-to-day branch operations, support member needs, develop bench strength, and ensure associates consistently achieve established performance expectations.
The Branch Manager may oversee one or multiple branch locations, which may include traditional and cashless branch environments.
Success in this role requires leadership presence, execution discipline, adaptability, coaching capability, accountability, and the ability to drive measurable results through people while maintaining high standards for member experience, operational execution, and organizational performance.

Leadership & Talent Development

• Lead, coach, develop, and hold branch associates, assistant branch managers, and branch leaders accountable to established sales, service, operational, and performance expectations+
• Conduct regular coaching conversations, scorecard reviews, performance discussions, and follow-up with associates and branch leaders
• Build bench strength by identifying, developing, and preparing future leaders and high-performing associates
• Consistently address performance concerns, reinforce accountability, and take appropriate action when expectations are not met
• Foster a culture of accountability, urgency, adaptability, professionalism, collaboration, continuous improvement, and member-first service.

Sales, Service & Business Growth

• Drive membership growth, deposit growth, loan production, referral activity, and relationship expansion within assigned branch location(s)
• Ensure branch teams consistently execute member conversations focused on needs discovery, relationship building, financial solutions, and proactive service
• Monitor branch scorecard performance and implement action plans to improve results, execution, consistency, and organizational performance
• Participate in community involvement, networking, and activities that support organizational growth, branch visibility, and strategic partnerships
• Build and maintain relationships with local businesses, community organizations, and referral sources that support branch growth opportunities
• Lead by example through visible member engagement, relationship building, business development activity, and sales leadership

Member Experience Leadership

• Ensure delivery of consistent, high-quality, member-first service across assigned branch location(s)
• Maintain accountability for member experience metrics such as NPS, MES, OSAT, and member feedback trends.
• Inspect member feedback, service trends, and member experience metrics to identify opportunities, reinforce expectations, and sustain strong member experience outcomes
• Monitor service trends, staffing challenges, operational barriers, and member concerns and implement improvements as needed
• Serve as an escalation point for complex member situations and support timely and effective resolution
• Reinforce member experience expectations, relationship-based service behaviors, responsiveness, professionalism, and operational consistency across assigned branch location(s)
• Maintain visible leadership presence within the branch and actively assist with member interactions and operational needs when necessary to support service levels, member experience, and operational continuity

Operational & Risk Oversight

• Ensure branch operations comply with all organizational policies, procedures, security standards, and regulatory requirements
• Maintain strong operational controls, audit readiness, risk management practices, and operational continuity across assigned branch location(s)
• Monitor staffing effectiveness, scheduling practices, workflow execution, cash operations, operational performance, and branch readiness to support efficiency and member service delivery
• Ensure timely resolution of operational issues and escalation of significant risks, concerns, or operational breakdowns
• Reinforce operational discipline, consistency, accountability, and execution standards across assigned branch location(s)
• Prioritize resources, staffing support, and leadership attention across assigned branch location(s) based on business need, risk, performance gaps, and member service impact.

Performance Management & Execution

• Monitor branch performance metrics, scorecards, staffing performance, operational trends, and organizational results to identify opportunities and performance gaps
• Develop and execute action plans to improve sales, service, staffing, leadership effectiveness, operational performance, and member experience outcomes
• Maintain accountability for execution of organizational initiatives, strategic priorities, leadership expectations, service standards, and branch performance expectations
• Communicate organizational priorities, operational expectations, performance standards, and business updates clearly and consistently across assigned branch location(s)

Community & Organizational Representation

• Represent Southland Credit Union professionally within the community and during community engagement opportunities
• Build and maintain relationships with local organizations, businesses, community leaders, and strategic partners that support membership growth and organizational presence
• Participating in community events, networking opportunities, and organizational initiatives that strengthen the credit union’s reputation and market visibility
• Support enterprise-wide initiatives and leadership priorities as assigned

Supervisor Responsibilities: This role is responsible for direct leadership of assigned associates and branch leaders, including hiring, performance management, coaching, development, staffing oversight, succession planning, accountability reinforcement, operational leadership, and execution of organizational standards and branch performance expectations.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Experience

• Minimum of 3-8 years of branch operations, retail banking, financial services, or related experience
• Minimum of 1-3 years of leadership experience with responsibility for team performance, coaching, operational oversight, and branch execution
• Proven ability to coach teams and leaders to achieve measurable sales, service, operational, and member experience results
• Demonstrated experience developing high-performing teams and improving overall branch performance outcomes.
• Multi-site leadership experience preferred

Education/Certifications

• Bachelor’s degree in business, Finance, Management, or related field preferred, or equivalent combination of education and experience

Knowledge, Skills & Abilities

• Strong leadership, coaching, talent development, operational oversight, and performance management skills
• Demonstrated ability to drive measurable sales, service, operational, leadership, and member experience results
• Strong understanding of branch operations, member experience, relationship-based sales practices, leadership accountability, and organizational execution
• Ability to analyze performance trends, member experience metrics, operational risks, staffing effectiveness, and execution gaps and implement effective action plans
• Strong verbal and written communication skills, including the ability to communicate expectations clearly, professionally, and consistently
• Ability to work effectively in a fast-paced, evolving environment while managing multiple priorities, operational demands, and organizational initiatives
• Ability to build collaborative relationships across departments, leadership teams, and external business relationships
• Strong organizational skills, attention to detail, execution discipline, operational awareness, and follow-through capability
• Proficiency with business systems, reporting tools, and standard office technology

Other Skills

• Working knowledge of applicable banking and credit union regulations
• Ability to adapt to changing business needs, operational priorities, staffing challenges, and organizational initiatives
• Ability to lead through change while maintaining team engagement and operational effectiveness