Area Service Manager

Georgia's Own Credit Union•Remote, GA

2d•Hybrid

About The Position

The Area Service Manager (ASM) is accountable for the performance, member experience, production results, workforce stability, and operational soundness of an assigned area of branch locations. The ASM leads Universal Banker Managers and is responsible for achieving branch goals, executing retail strategy, developing leadership talent, and maintaining consistent performance across the area. The role oversees area-level performance management, succession planning, leadership development, resource allocation, and organizational initiatives, while remaining accountable for the results of individual branches and the area overall. The ASM partners with Retail Leadership, Human Resources, Learning & Development, Audit, Risk, Compliance, Member Experience, and other business partners to support strategic alignment and organizational objectives. The position involves regular visits to assigned branches and travel among locations. It offers a flexible hybrid work arrangement that balances in-office collaboration with remote work; tools and technology are provided for productivity at home or in the office. Employees work in an office environment that is well-lighted, heated, and air-conditioned, typically at a desk or table. The job includes face-to-face or technology-mediated communication, sitting and standing for varying periods, clerical duties using technology, and lifting or pushing up to 10 pounds. Reasonable accommodations may be made for individuals with disabilities. Candidates must pass a background check that includes credit, drug screening, bondability, and criminal background checks. Positions with lending responsibilities must comply with SAFE Act requirements, keep NMLS registration current, and notify the Credit Union within 30 days of changes requiring updates to the registry.

Requirements

Minimum of five years of progressive leadership experience in retail banking, financial services, or a related environment.
Demonstrated experience leading multiple locations and developing leaders.
Proven ability to drive production performance, member experience, operational excellence, and employee engagement.
Strong knowledge of consumer banking products, branch operations, lending, deposit services, and regulatory requirements.
Excellent leadership, coaching, communication, and influencing skills.
Strong analytical, organizational, and problem-solving abilities.
Proficiency in Microsoft Office and applicable reporting systems.
Ability to travel regularly among assigned branch locations.
Ability to pass a background check that includes credit, drug screening, bondability, and criminal background checks.
For positions with lending responsibilities, compliance with SAFE Act requirements, including maintaining current NMLS registration and notifying the Credit Union within 30 days of changes that need to be reflected in the registry.
Ability to perform essential duties, communicate face to face or through technology, sit and stand for varying periods, perform clerical office duties using technology, and lift or push up to 10 pounds, with or without reasonable accommodation.

Nice To Haves

Bachelor's degree in Business, Finance, Management, or a related field; equivalent experience may be considered.
Ability to lead through change and adversity, make difficult decisions, build consensus, and motivate others.
Customer-focused approach, including building customer confidence, increasing satisfaction, setting achievable expectations, solving customer problems, meeting commitments, soliciting customer input, and responding to internal customers.
Ability to maintain and apply technical expertise and share specialized knowledge with others.
Strategic judgment in aligning day-to-day work and resource priorities with organizational goals.
Ability to balance risks and opportunities and identify ways to mitigate risks.
Ability to break complex problems into components, identify underlying issues, and distinguish critical details from less important facts.
Results orientation and willingness to invest the time and effort needed to achieve challenging goals.

Responsibilities

Lead and manage the performance of assigned branch locations and develop strategies to achieve area goals for membership growth, deposits, loans, referrals, member experience, and operating efficiency.
Monitor branch and area performance metrics, use data and reporting to identify gaps, and implement action plans and organizational priorities.
Partner with senior leadership on retail growth, transformation, and continuous improvement.
Directly supervise, coach, mentor, and develop Universal Banker Managers; conduct performance evaluations, development planning, and succession reviews.
Partner with managers on employee development and performance management, identify high-potential employees, and collaborate with Human Resources and Learning & Development on recruiting, talent planning, and organizational development.
Promote employee engagement, accountability, and a culture of service excellence.
Oversee workforce planning and staffing strategies, including recruiting, interviewing, promotions, transfers, staffing models, scheduling, coverage plans, and resource allocation.
Monitor turnover, vacancies, employee engagement, absenteeism, and organizational health indicators; deploy staff and resources to meet member demand and operational requirements.
Maintain accountability for member experience; monitor satisfaction, complaints, escalations, service recovery, and service-level performance; support service improvements and resolve complex member issues when necessary.
Ensure consistent member-service standards across branch locations.
Ensure branches comply with Credit Union policies, procedures, regulatory requirements, and operational-control standards.
Monitor audit performance, operational exceptions, training completion, fraud-prevention practices, cash controls, and branch readiness; ensure concerns and audit findings are remediated promptly.
Identify operational risks, implement corrective action plans, and maintain accountability for area operating soundness in partnership with Audit, Risk, Compliance, and Security.
Lead organizational initiatives, projects, and process improvements; build working relationships with internal business partners.
Analyze area performance and recommend improvements to efficiency, service delivery, productivity, and workforce effectiveness; support budgeting, forecasting, and resource planning.
Attend required meetings, leadership sessions, training activities, and organizational events.
Maintain a visible presence at assigned branches; conduct regular visits to observe performance, support leaders, and reinforce organizational priorities.
Monitor leadership effectiveness, coaching quality, operational execution, and employee engagement, and provide support during staffing disruptions, organizational changes, and business challenges.