Market Manager

Summary

Drives the growth and profitability of the assigned market by leading effective team coaching and development, ensuring strong operational oversight, and executing impactful business development strategies. Consistently delivers exceptional member experience while operating independently within defined authority, managing risk appropriately, and escalating issues smoothly when necessary. As a dynamic and forward-thinking leader, the GFCU Market Manager exemplifies professionalism, business acumen, and integrity, consistently aligning with our Vision, Mission, and Core Values.

Primary Duties

Growth and Financial Performance: Executes a comprehensive Plan of Work to meet or exceed growth and financial performance objectives.

• Leads the branch team to meet or exceed sales goals through effective coaching, strategy implementation, and behavior modeling. 
• Collaborates with partner lines of business to identify and pursue business development opportunities and community involvement while maintaining company brand and image standards.
• Maintains understanding of branch performance through regular review of financial reporting, survey results, sales performance scorecards, and other available metrics. Leverages data to identify areas of success to build upon, as well as opportunities for improvement.
• Utilizes organizational marketing and business development initiatives to drive growth and deepen member relationships.

Operational Soundness and Efficiency: Ensures sound operational practices for ongoing operational excellence and appropriate levels of risk.

• Maintains responsibility for overall soundness of branch operations, ensuring compliance with credit union policies and procedures and exercising sound judgment in matters not fitting neatly into established procedures.
• Partners with the Assistant Market Manager and Retail Leadership Team to maintain thorough understanding of best operational practices and policy/procedural requirements. Follows through with timely deployment across team members to ensure seamless branch operations.
• Remains attuned to opportunities to improve operational efficiencies and escalates those ideas to the appropriate parties for consideration.
• Monitors transactions, member interactions, and lobby traffic to understand staffing needs and ensure proper scheduling that maximizes employee efficiency while maintaining high standards for member service.

Employee Development: 

• Coaches and develops branch team members through ongoing feedback, performance reviews, and collaborative goal setting. Works closely with the Assistant Market Manager to gain additional insight into employee and team performance and provide timely feedback and clear direction to the branch team.
• Supports a culture of continuous growth by supporting opportunities for team training and development beyond required expectations. Leads by example and shares insights gained from own personal development. 
• Manages all personnel-related matters, including performance, attendance, and behavioral standards to ensure fairness and consistency across the team. Escalates issues appropriately for potential corrective action and maintains thorough records of actions taken to address concerns.
• Ensures a regular cadence of team meetings, huddles, and other communication tactics for information sharing and skill development within the branch team.
• Fosters a culture of open communication and collaboration with other lines of business to ensure continual improvement, consistency of practices, and effective working relationships.

Member Experience: Ensures team commitment to delivering a consistent, seamless, and memorable member experience.

• Fosters a member-centric service culture by actively monitoring employee behaviors, member feedback, and other key inputs to recognize strengths and identify opportunities for improvement.
• Ensures consistent delivery of exceptional member service through adherence to established policies and procedures, with a focus on maintaining operational integrity while delivering responsive and caring service.
• Builds and enhances member loyalty through implementation and ongoing delivery of effective Sales and Service strategies.
• Ensures consistent execution of core branch activities—such as lobby leadership, daily huddles, and a strong escalation culture—to deliver an exceptional member experience.
  
• Performs other duties as assigned.

Education

Bachelor’s degree in Business or related field [or] equivalent work experience will be considered.

Experience

Requires a minimum of two (2) years of branch operations experience at the mid-management level, preferably within financial services, with a demonstrated history of consistently meeting or exceeding performance goals.

Skills

Must have the following skills and/or abilities:

• Must possess strong leadership skills with the ability to motivate, influence, and foster teamwork.  
• Must be member service oriented with the ability to work well under pressure. 
• Must have strong analytical and decision-making skills.
• Proficient with the Microsoft Office Suite. 
• Excellent communication skills (both oral and written).  

Special Requirements

• Must be flexible in work schedule to include Saturdays and to rotate within branch network.
• Must be flexible to relocate within the retail delivery market as necessary.

Physical/Other Requirements

Must be able to:

• Stand or sit for long periods of time.
• Lift 10-20 lbs. 
• Possess a high level of professionalism when dealing with challenging and confidential situations.
• Ability to work independently, exercise discretion, and multi-task in a highly dynamic environment.
• In-depth knowledge or proven in-depth experience and knowledge in all aspects of Members Services; products and services.
• Knowledge of financial institution regulations, credit union policies and procedures.