JOB TITLE: Branch Member Experience Manager DEPARTMENT: Operations REPORTS TO: FLSA STATUS: Exempt SALARY GRADE: 11 JOB DESCRIPTION SUMMARY: The Branch Manager of Member Experience is responsible for directing and administering all operational, service and sales efforts of the Branch with accordance to the credit unions objectives; Managing, coaching, motivation and training the branch staff ; enhancing the Credit Union s Brand within the Credit Union s field of membership to increase member growth; promoting corporate goals to support the CU s long term strategic vision; ensuring established policies and procedures are followed; overseeing provision of a full range of products and services to members and prospective members; ensuring members are promptly and professionally served; maintaining communication between staff and VP of Branch Member Experience, Including: 1. Legal and regulatory compliance of the branch 2. Internal branch audit and quality control 3. Process improvement 4. Following existing policies and procedures, and making recommendation for improvement 5. Coaching/Mentoring Branch staff 6. Focusing on increasing wallet share and average product per member within the branch 7. Oversee branch member experience focusing on new member growth and retention 8. Focusing on cross-training all branch staff on all job functions in opening new member accounts and processing all member transactions. 9. Increasing member shares and loans for respective branch ESSENTIAL FUNCTIONS Actively manage and direct all daily operational aspects including scheduling, workflow, member service, staff management, administrative and sales functions of the branch to ensure efficiency and optimal member service levels. Ensure branch daily operations is within compliance with all security, risk, legal and regulatory policies and procedures. Responsible for facilitating daily, monthly, quarterly, semi-annual and annual audit functions. Open and close the branch in accordance with set hours, and procedures Manage the security and safety of the branch. Supervise and assist with new account functions as necessary. 1
Ensure member requests, questions, complaints, and concerns are promptly addressed and resolved. Oversee staff accountability for cash handling; assist Operation Supervisor in managing branch cash limits; assist staff in resolving balancing problems, oversee scheduling staff for branch. Prepare annual budget. Manage expenses Participate in branch product campaigns to ensure branch is achieving its assigned goal Participate in Marketing activities surrounding Select Employer Groups SEG relationships including events resulting in increased new member account openings near the branch market area Continually train all branch employees on improving product knowledge, technical/system training, and service/sales training with the ultimate goal of exceeding members expectations Oversee branch operations in terms of ensuring all Operation Supervisors in each branch are following standard operating procedures Responsible for providing all branch employees timely, candid, and constructive performance feedback through weekly check-ins, huddle meetings, coaching/observation sessions Responsible for developing branch employees to their fullest potential providing challenging opportunities that enhance employee career growth with the goal of career pathing each employee and developing the appropriate talent pool. Build bench strength encompassing succession planning; recognizing and rewarding employees for accomplishments Utilizes critical thinking in solving complex staffing and personnel challenges independently and without close supervision Maintain knowledge of the Credit Union s products and services in order to efficiently train and motivate staff to cross-sell Hold staff accountable for their goals and expectations Ensure effective communication within the branch, as well as appropriate flow of information across all channels of the Credit Union with respect to the branch team. Audit and approve staff hours; enter all required information for payroll processing. Keep management informed of Branch activities, progress toward established objectives, and significant problems. Ensure the Credit Union Brand is effectively and consistently demonstrated and experienced by internal and external members. Ensure staff delivers CFE and Relationship Rewards on a constant and consistent basis to internal and external members. Interview and hire staff. 2
SKILL REQUIREMENTS JOB DESCRIPTION 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 Forward-thinking and creative individual with high standards and an appropriate professional image Ability to handle simultaneously, multiple tasks and changing priorities in an efficient and effective manner Ability to maintain strict confidentiality Ability to conduct thorough research; interpret and understand laws and regulations, and provide workable recommendations and solutions to problems Knowledge of, and experience in branch-related operational functions, products and services, and the laws and regulations which affect the Credit Union Detail-oriented, self-starter who is able to work independently Must possess problem-solving skills and ability to identify problems/issues, develop and evaluate options in order to implement solutions Leadership ability, including the daily support of branch staff, development and mentoring of direct reports Ability to demonstrate commitment to self-improvement by taking the initiative of learning new skills, systems and procedures as well as taking advantage of the continuous education opportunities within and outside of the Credit Union 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. 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. 3
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters 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 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, a range of three to five years related experience and/or training in banking, finance or retail sales; and/or equivalent combination of education and experience. Demonstrated leadership roles in previous positions desirable. 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. Change Management. Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports staff affected by change; Monitors transition and evaluates results. 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 member feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills. Language Skills. Ability to read, analyze, and interpret the most documents. Ability to respond effectively to the sensitive inquiries or complaints. Ability to write presentations and articles using original or innovative techniques or style. 4
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. Business Acumen. Understands business implications of decisions; Displays orientation to profitability; Aligns work with strategic goals. 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 Branch Manager of Member Experience maintains the following relationships:. Reports directly to and is accountable to the VP of Branch Member Experience 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 promote a mutual exchange of ideas and operational betterment. Supervisory Responsibilities. Manages the Branch staff team. Is responsible for the overall direction, coordination, and evaluation of the branch. 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 and terminating employees when necessary; and, addressing complaints and resolving problems appropriately and timely. 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. 6