Job Description

The Assistant Branch Manager provides leadership and oversight for the daily operations of a given branch. This position is responsible for the branch goals, team development, staffing, and operations. In addition, when applicable, this position also provides support to identified back-office departments including Contact Center and Lending Support as requested.

Core Job Requirements/Outcomes

• Ensure member service is delivered according to established standards by proactively looking for ways to enhance the member experience and seeking member feedback to identify changes/enhancements.
• Ensure strong branch performance and efficient operations to meet established goals by providing oversight and support of branch functions including account maintenance, opening memberships and teller transactions.
• Build and maintain strong partnerships with back-office departments by ensuring support is provided for membership needs through various channels.

Core Leadership Principles

• Lead by example by aligning actions with shared values.
• Embrace and communicate organizational direction by enlisting others in a common vision in support of organization values, goals and decisions.
• Effectively lead organizational change by demonstrating and fostering a growth mindset by inspiring your team to do things differently, seizing opportunities, working through challenges and persevering toward a better future.
• Lead performance by providing direction and delegation to create a climate where people are motivated to do their best.
• Encourage the heart by exhibiting empathy, actively listening and celebrating to cultivate team engagement.

Other Essential Functions

• Provide coaching to team members on creating member experiences that build member loyalty and that meet branch and credit union goals.
• Proactively manage member feedback, maintain member service standards, identify and manage opportunities to enhance member service experience and provide recommendations for changes/enhancements in service delivery.
• Proactively manage to ensure all service level agreements (SLAs) for applicable back-office departments are delivered according to specifications by monitoring SLA performance for compliance with organizational needs/requirements and facilitating communication between the department and the team in order to define and maintain the SLAs desired for each business unit.
• Provide back-up support to staff in all aspects of the job including account maintenance, opening new memberships, loan production and teller transactions. Ability to identify process improvements and operational enhancements to create efficiencies and streamline applicable methods.

Qualifications

Education: Associate’s degree in business administration or related field is preferred.

Job Experience: Minimum of three years progressive experience in a financial institution required. Minimum of one years’ experience in a leadership role, preferably in a financial services environment, with demonstrated skills in coaching, mentoring, delegation and operations. Working knowledge in all aspects of financial institution products and services to include consumer lending, equity lending, member service, IRA’s, trusts, business accounts, teller operations and compliance.

Software Skills: Proficient knowledge of MS Office programs including Outlook, Word, Excel and Teams.

Physical Demands: Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 10 pounds with accommodations.

Work Conditions: Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.

Travel Demands: Ability to travel short or long distances to meet customer and credit union expectations and build business relationships.

Other: Flexible in work schedule that will include some evening and weekend work. Perform additional duties as assigned for the efficient operation of the department and the organization. This includes the possibility of being assigned temporarily to other locations.

Additional Information

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