Assistant Branch Manager II- Western Lights (Project Management)
Role:
The Assistant Branch Manager II works alongside the Branch Manager to oversee the daily operations of the branch. This role includes managing branch staff, ensuring operational efficiency, and supporting the delivery of excellent member service. The Assistant Branch Manager is also responsible for helping foster a collaborative team environment, maintaining compliance with policies and procedures, and assisting in achieving branch goals.
Essential Functions & Responsibilities:
30% Team Management & Culture:
- Collaborate with the Branch Manager to cultivate a culture of belonging, teamwork, and continuous improvement among branch employees.
- Assist the Branch Manager in building a highly motivated, well-trained, and engaged team through direct management of branch staff.
- Foster an inclusive and supportive environment, ensuring excellent service to a diverse membership.
- Promote a consultative and proactive product offering culture, focusing on member growth and exceptional service.
- Provide feedback to employees and address performance issues with all direct reports.
- Monitor employee feedback and performance metrics to identify areas for improvement and recognition.
20% Service Delivery & Support:
- Ensure the delivery of products and services to members adds value and enhances their experience.
- Maintain thorough knowledge and proficiency in all branch systems and equipment, including Teller, Financial Services Representative, and Teller Supervisor roles.
- Actively monitor and manage member service levels to meet branch goals.
- Step into any branch employee role, including the Branch Manager, as needed to provide support and ensure optimal member service.
- Assist staff with daily operational questions, concerns, and tasks.
20% Member Engagement & Sales:
- Actively engage with members to identify referral and sales opportunities across all business lines.
- Conduct relationship management activities aligned with corporate objectives.
- Lead sales and service efforts with existing and potential members/Select Employee Groups to ensure their needs are met and identify new leads.
- Coach staff to ensure product offerings are tailored to member needs and sales goals are met.
- Monitor service levels and resolve escalated member concerns, fostering strong member relationships.
15% Operational Excellence & Compliance:
- Develop operational excellence with a focus on superior member service while minimizing risk.
- Ensure compliance with branch and Credit Union policies, procedures, and regulatory standards.
- Regularly review operational and lending quality control reports, making adjustments as needed to maintain standards.
- Ensure all staff are familiar with and adhere to audit and regulatory requirements.
10% Policy Updates & Communication:
- Stay informed of changes to policies, procedures, and compliance requirements, and ensure necessary updates are implemented at the branch.
- Collaborate with other departments to support their goals and contribute to the Credit Union's overall success.
- Keep staff informed about changes through regular communication via email, Teams messages, daily huddles, and meetings.
5% Continuous Development:
- Take responsibility for personal growth and improvement through continuous training.
- Perform other duties as assigned.
Performance Measurements:
See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.
Knowledge and Skills:
Experience: 3 to 5 years of related experience in managing or leading large teams. Experience in a financial institution or similar customer-facing environment is preferred. The candidate must be able to obtain or already possess NMLS certification in accordance with the S.A.F.E. Act of 2008.
Education: A two-year college degree or completion of a specialized course of study at a business or trade school, or equivalent practical work experience.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills:
- Ability to manage and maintain a high level of education and training for branch staff.
- Must possess excellent verbal and written communication skills and the ability to conduct employee training.
- Proficiency with spreadsheets, word processing software, and general office equipment.
- Strong decision-making and problem-solving skills.
- Ability to plan, organize, and manage multiple tasks effectively.
- Skilled in developing diverse team strengths through coaching and mentoring.
- Ability to manage tasks and develop plans within time and resource constraints.
- Strong interpersonal skills with a focus on creating a positive and collaborative work environment.
- Preferred proficiency in training, mentoring, collaboration, and employee development.
- Analytical mindset to identify opportunities for enhancing employee experiences.
Physical Requirements: This position requires the employee to frequently sit, talk, hear, and use hands for handling tools and controls. Occasional tasks may involve standing, walking, reaching, stooping, kneeling, crouching, or crawling, with the ability to lift up to 50 pounds. Specific vision requirements include close vision and focus adjustment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Mentally, the role demands resourcefulness and problem-solving abilities on occasion, with frequent initiative-taking. The employee must consistently concentrate, exercise sound judgment, and remain patient while interacting with members, employees, and vendors.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
