Branch Experience Manager

Description

One of the primary means to achieve this is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. In addition, this position will direct the operations of the branch, ensuring the branch meets organizational, financial, operations, service, and growth plans. Member service is an important part of the member experience, it is how we see, use knowledge and interact to engage and guide members through a world class experience. 

Salary: 

The starting pay range for this position is $63,071.09 to $78,838.86 annually. New hires are typically brought into the organization at a rate between the range minimum and the range maximum, depending on the qualifications, internal equity and the budgeted amount for the role. 

Essential Functions & Responsibilities:

In support of the Credit Unions performance, excellence initiatives all managers are expected to take ownership of several strategically important responsibilities including:

• Managing their staff in alignment with the credit union’s management philosophy.
• The identification and implementation of training and development needs for everyone in their department, including cross    training and succession planning.
• Building and managing vendor relationships including costs, risks and timely review of contracts for assigned vendors.
• Compliance with all related policies, procedures and regulations; the documentation and improvement of departmental processes and procedures.
• Serving on cross-functional project teams and making sure that all associated tasks are completed timely.
  Successfully fulfilling these responsibilities will help ensure the Credit Union continuously improves and maintains sound relationships with regulators and vendors.
• Oversight of performance and operation of branch to ensure its optimum efficiency, effectiveness, and compliance while meeting branch and organizational goals, and strategic initiatives.
• Manages and/or directs to complete all daily, weekly and monthly processes for certifications, audits and reports prior to end of month.
• Select talent, train, develops, and effectively role model and motivate high job performance.
• Monitor all branch activity to ensure they are in compliance with established policies, procedures & regulations. Ensure all Red Board audit findings are addressed and cleared timely.
• Performs observation and coaching on teller line and platform areas in accordance with our service standards, member education, and process and procedures.
• Deliver outstanding service to both internal & external members that meet or exceed our member service standards.
• Promotes a member-first education culture within the branch by example and training employees to identify opportunities to promote credit union products and services. Coach to live DNCU’s mission of improving lives while meeting and/or exceeding established member education and branch goals.
• Participate in marketing and awareness campaigns to increase member engagement and growth. Contribute to and support Member Experience Management in the development, implementation and accomplishment of branch and organizational strategic short & long-term goals and objectives.
• Holds member education team meetings or huddles to inform, inspire, and motivate employees to perform at peak levels. Monitor scorecards, pipelines, queues and Ad Hoc reports to make certain consultants are meeting their overall goals for branch growth and member retention.
• Proactive approach in conflict or problem resolution. Clearly listening, to the voice of the member, to help identify opportunities to improve the member experience.
• Strong communication skills characterized by excellent speaking and writing abilities.
• Implement and maintain established policies, operating procedures, and security; monitor and ensure that mandatory annual compliance courses are completed as assigned.
• Proactively model and coach the principles of Thoughts Patterns for High Performance.
• Demonstrate enthusiastic support of corporate mission, core values and long term objectives.
• Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and work procedures.
• Must possess effective knowledge of the credit union’s products and services.
• Responsible for creating and implementing a succession plan for future leaders.
• Performs job related duties as assigned.

Performance Measurements:

1. Maintain a cohesive, highly trained and motivated staff, sufficient to meet the needs of members and receive feedback from employees. To maintain a work environment anchored in the creation of a World Class Member Experience and expanding the influence of Del Norteno Pride.
2. Initiate plans and activities that support the credit union’s mission, vision, values, and strategic initiatives.
3. Develop and implement cost efficiencies and enhancements to products, pricing, and processes by monitoring trends in operations and deposit services.
4. Promote a cross sales culture based on member education within each Member Experience area of responsibility, both by example and training and coaching employees to identify opportunities.
5. Foster a climate based on employee development and open communication.

Work Location: 

Cerrillos Branch located in Santa Fe, NM

Benefits: 

• Medical, Dental and Vision insurance. Available the first of the month following date of hire. 
• 401(k) - Traditional or Roth
• Paid Time Off
• Eleven paid holidays/year
• Employer-Paid Benefits: Employee Assistance Programs (EAP), Short-Term & Long-Term disability
• Other great benefits: Wellness Reimbursement Plan, Educational Reimbursement Program and Development Programs.

Requirements

Experience: 

One year to three years of similar or related experience.

Education: 

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills: 

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: 

• Demonstrate solid leadership and member service skills; excellent communication and problem resolution skills
• Handle sensitive information with complete confidentiality and professionalism
• Excellent verbal and written communication skills
• Critical thinker and effective problem solver
• Collaborative service skills; proven, effective manager of high performers
• Willing and eager to exceed expectations; demonstrated excellence in all aspects of branch operations and administration. 

Physical Requirements:

May require sitting or standing for extended periods of time.

Work Environment: 

Schedule requires supporting Monday – Saturday member service hours.