Assistant Branch Manager

Responsibilities:

Specific duties include, but are not limited to, the following:

Leadership & Coaching

Assist in hiring, assessing, coaching, developing and retaining high-performing branch teams
Responsible for successful onboarding and training of new employees
Model and reinforce MCU’s values and organizational priorities to align branch activities with corporate strategy
Assist in the creation, implementation, and achievement of the branch business plans to meet organizational goals while maintaining an operationally sound branch.
Invest time and effort in ongoing coaching and development of branch staff
Assist in the management and oversight of staffing and administrative functions of your branch including succession plans, career plans, performance reviews, coaching and counseling documentation, promotions, and all human resources decisions for the branch. Ensure timely execution of all required documentation.
Develop and promote teamwork and a positive branch culture, ensuring each employee has a means to discuss both positive and negative issues affecting their work
Promote a culture of high performance and continuous improvement, ensuring staff understand how daily actions connect to broader org goals
Leverage reporting tools and data to track progress and address performance gaps
Actively looking for ways to enhance overall branch operations and member service
Collaborate effectively within Retail and with other departments
Assist team with member escalations, owning issue resolution end-to-end.

Sales & Service

Stay abreast of new products, services, and promotions and educates/supports the branch team
Ensure consistency and uniformity in providing excellent member service, achieving sales and service goals, and ensuring that the branch is operationally and regulatory compliant
Drive and monitor performance activities such as branch sales and service strategy meetings, proactive member outreach, outbound calling efforts
Drive individual and team sales performance, holding staff accountable for meeting and/or exceeding organizational goals
Ensure Core Value expectations are met, and that the member experience is courteous, attentive, and efficient
Conduct regular one-on-one coaching and performance conversations to reinforce behaviors that drive member engagement, sales, and service excellence
Create and sustain a sales through service culture, ensuring all staff possess and apply consultative sales, cross-sell, and relationship-building skills
Provide ongoing coaching to the team regarding behaviors that will help our members with their financial needs, motivating the team to embrace a member-focused culture and consistently offer suitable products and services
Enhance member satisfaction by consistently engaging and connecting with members to exceed service expectations in a timely manner
Resolve member escalations with empathy and professionalism

Operational Excellence

Maintain a strong control environment, managing operational risk in line with policies and regulatory requirements
Ensure the branch receives an audit grade of “Satisfactory” or better with no repeat findings across reviews
Respond timely to audits with effective action plans to ensure ongoing safety and soundness.
Responsible for an effective and efficient operation within the branch, including vault oversight, cash levels, security of negotiable instruments, teller drawers and limits, member documentation.
Ensure operations within the branch are consistently applied within policy/procedure as well as rules and regulations; maintain a clean, safe and sound operation within the branch.
Maintain dual control over negotiable instruments and devices.
Responsible for branch scheduling to ensure proper resources are allocated to functions necessary to ensure an effective and efficient flow of member traffic.
Comply with BSA/AML/OFAC and SAR requirements and ensure branch staff do the same.
Ensure proper disclosures, marketing materials, etc. are readily available for staff to utilize.
Review and analyze branch reports and activities, including income generation, production goals and results, expense items, audits, etc. in order to successfully meet / exceed branch requirements, goals and objectives. Utilize tools and reports to analyze, identify and strategically address member trends within the branch.

Other Duties

Travel and work at other branch locations as required.
Perform other related duties as requested and special projects as assigned

Requirements:

Bachelor’s degree required
Minimum 4 years of experience in customer service/ retail leadership role required
Minimum 3 years of banking operations experience required
Highly ethical and committed to MCU’s core values
Strong leadership and interpersonal skills
Proven results in sales, service and operations including meeting or exceeding set objectives
Demonstrated ability to coach, motivate, and hold staff accountable
Demonstrated success in planning, organizing, and leading people and activities.
Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
Excellent verbal and written communication skills
Excellent organizational and time management skills
Technologically proficient, including Microsoft suite and digital banking tools
Effective problem-solving skills and demonstrated ability to maintain composure when interacting with members and MCU team.
Must be able to work under pressure and be available to work flexible hours, including weekends

Leadership Competencies:

Growth Mindset
Proven ability to manage change and reinforce organizational priorities
Capacity to take calculated risks and innovate
Experience in setting vision and strategy
Lead by example and encourage team in developing adaptability
Effective Communication
Prioritizes developing others
Thinking that values diversity and difference
Proven ability to build and maintain relationships at all levels of the organization
Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work