JOB DESCRIPTION Branch Operations Supervisor September 2017

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1 JOB TITLE: DEPARTMENT: Operations REPORTS TO: Manager of Member Experience FLSA STATUS: Non-exempt SALARY GRADE: 9 SUMMARY: The is responsible for managing the day-to-day operations of the assigned branch locations(s), ensuring established board policies and standard operating procedures are followed; providing direction, training, and development in a positive coaching style for the Member Services Representative (MSR) team members; ensuring the MSR team is achieving service commitments and expectations based on the credit union s operating standards and expectations; accountable for security, loss preventions, branch audits; account opening processes and standards. ESSENTIAL FUNCTIONS Investigate and resolve member requests beyond the scope of the Branch staff. Staff scheduling that ensures adequate branch coverage and maintenance of all timecards and attendance records Effectively communicate and implement performance standards and goals aligned with the strategic direction of the credit union Managing the member experience at the MSR windows aligned with member experience expectations with focus on member education, problem solving, loan referrals, member retention and exceeding members expectations Training and development of the MSR team, to include career path development, crosstraining, performance evaluation, coaching and feedback Maintaining thorough and current knowledge of all federal, state, and local regulations as well as internal board policies, standard operating procedures, products and services Act as a resource to answer questions and solve escalated service, member and staff issues Prepare for Internal branch audit and remediation of any findings Establish good quality control standards in line with credit union expectation Assumes responsibilities of the Member Experience Manager in his/her absence Maintain location security controls and procedures Monitor cash operation and branch audit efforts to keep credit union assets secure and within operational limits Ensure compliance with all security, safety and emergency preparedness procedures Ensure the branch MSR team develops and maintains strong technical skills, strong cohesion, high moral, and high-performance levels Ensure the branch MSR team develops, achieves and maintains product, service and referral/member education goals to meet performance expectations 1

2 Lead and motivate the MSR Team to deliver a member service experience that meets County Federal s expectations ensuring delivery of a Warm Welcome, as well as efficient and accurate transaction processing Monitor and leverage resources to maintain high operational efficiency and seek continuous improvement Ensure strong interdepartmental communication, support, and cooperation Assist Branch Manager in interviewing and hiring personnel Ensure monthly and quarterly Branch audits and certifications are completed Make recommendations in operating procedures to broaden and provide better service to the membership and to promote the increased use of services and products Initiate member complaint investigations Ensure the Credit Union Brand is effectively demonstrated and experienced by internal and external members on a consistent basis Meet all the requirements to become a Notary Public Provides a leadership role in delivering an excellent member experience consistently Perform other duties as assigned SKILL REQUIREMENTS Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally at all levels Effective interpersonal skills and ability to work with all levels of staff and members in a professional, approachable, and positive manner Detail-oriented Must possess strong problem-solving skills Leadership ability, including the daily support of team members, as well as the management, development and mentoring of direct reports Thorough knowledge of financial services, products, and regulations Excellent Sales and Service skills Computer literate and proficient in software applications, financial analysis programs, Adobe Acrobat, the Internet and MS Office: Word, Excel, PowerPoint and Outlook PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Full-time hours required, with additional work hours as necessary to accomplish objectives, goals, and projects. Regularly required to talk and hear. 2

3 Frequently required to sit; use hands and fingers, be able to handle, or feel and reach with hands and arms. 0ccasionally required to stand and walk. Occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those employees may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is a retail branch environment with quiet to moderate noise levels. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience. High school diploma; three to five years related experience and/or training in financial institutions; and/or equivalent combination of education and experience. Demonstrated leadership roles in previous positions preferred. Certificates, Licenses, Registrations. None Humble. Lack excessive ego or concerns about status. Quick to point out the contributions of others and slow to seek attention for self. Share credit, emphasize team over self and define success collectively rather than individually. Hungry. Always looking for more. More things to do. More to learn. More responsibility to take on. Self-motivated and diligent. Constantly thinking about the next step and the next opportunity. Smart. Have common sense about people. Tend to know what is happening in a group situation and how to deal with others in the most effective way. Demonstrates good judgment and intuition around the subtleties of group dynamics and the impact of their words and actions. Visionary Leadership. Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates. Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others. Managing People. Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills. 3

4 Language Skills. Ability to read, analyze, and interpret documents. Ability to respond effectively to inquiries or complaints. Mathematical Skills. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Reasoning Ability. Ability to define problems, collect data, establish facts, and draw valid conclusions. Cost Consciousness. Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources. Judgment. Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decisionmaking process; Makes timely decisions. Motivation. Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals. Planning/Organizing. Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Professionalism. Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. RELATIONSHIPS: In performing the above responsibilities, the Operations Supervisor maintains the following relationships: Member Experience Manager. Reports directly to and is accountable to the Member Experience Manager for interpreting and fulfilling the above responsibilities contained herein and others that may be assigned. Members and Co-workers. Provide prompt, courteous, accurate, and professional service to all members and co-workers. Other Relationships. Maintain good working relationships within the community and with other organizations to promote a mutual exchange of ideas and operational betterment. Supervisory Responsibilities. Manages the Member Service Representative (MSR) team at the branch. Is responsible for the direction, coordination, and evaluation of the MSRs. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding, coaching and correcting performance of employees when necessary; and, addressing complaints and resolving problems appropriately and timely. 4

5 This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Santa Clara County Federal Credit Union reserves the right to revise or change job duties and responsibilities as the need arises. 5