AVP, Branch & Market Development Manager

Technology Credit Union • Sunnyvale, CA

1d • Onsite

About The Position

The AVP, Branch and Market Development Manager is responsible for management and daily operations of the assigned branch, as well as implementing market strategies and business plans for the overall effectiveness and success of the branch. The role involves business planning, managing expectations, delivering stellar service, selling, training and coaching, leveraging relationships and improving processes through multi-channel relationship development and outreach efforts. The incumbent models exemplary performance, supports all elements of exceptional member experience and demonstrates the Technology Credit Union (Tech CU) values. These responsibilities and duties are conducted while operating under the Tech CU policies, procedures and guidelines. The AVP, Branch and Market Development Manager is also responsible for developing sales growth including but not limited to mortgage and auto lending. Additional responsibilities are conducting sales presentations, supporting member companies and community organizations as strategic partners, and establishing ongoing 12-month calendar of business development and relationship management events in their market.

Requirements

• Bachelor’s Degree in a related business discipline (or equivalent related work experience).
• 5+ years’ experience in related disciplines, including exposure to leadership/management roles,
• business and consumer financial products and services, member issue resolutions and related policies and procedures.
• Proven ability to develop positive interpersonal connections on limited-time interactions.
• Demonstrated rapport-building, active listening, and consultative communication skills.
• Strong service-to-sales orientation with the ability to translate member needs into appropriate financial solutions.
• Proactive follow-up mindset with the ability to manage multiple member relationships simultaneously.
• Effective verbal and written communication skills across in-person, phone, and digital channels.
• Proven ability to call both “Warm” and “Cold” prospect lists.
• Demonstrated “team-success” perspective for sales efforts such as covering prospect calls for teammates when needed.
• Strong sales/service, leadership and team orientation.
• Demonstrate strong product knowledge of banking offerings, including specifics of rates and terms, with the judgment to escalate or refer complex needs.
• Ability to become subject matter expert in various product offerings and act as resource to staff.
• Solid understanding of financial products/services and industry regulations.
• Ability to coach and model successful sales activities and interactions to newer staff.
• Proven ability to coach a full sales team to success, including more tenured staff, related to pipeline management, service expectations, and overall branch performance.
• Ability to collaborate effectively and consistently perform at a high level in a fast-paced, goal-driven, and high-energy team environment.
• Demonstrated adaptability and openness to change as organizational needs evolve and the organization continues to grow.
• Strong organizational skills with keen attention to detail, effective time management, and clear verbal and written communication abilities.
• Solid computer skills, including Microsoft Office and Outlook.
• Must maintain registration with Nationwide Multistate Licensing System (NMLS) under Tech CU’s company registration.
• Speaking and listening to interact with internal and external parties in person or via phone.
• Reading a computer screen and performing keyboarding tasks for up to 70% of the day.
• Sitting at desk and/or conference table for extended periods of time.
• Mobility to attend meetings within office building and offsite.

Nice To Haves

• May be required to travel occasionally to Tech CU locations outside of home branch, typically with advance notice.
• May be required to occasionally attend offsite training, meetings or events, typically with advance notice.
• Infrequent (typically no more than once per year) overnight travel to attend company meetings or professional conferences/training.

Responsibilities

• Hires, recruits and develops talent, provides training on products and services, regulatory compliance, policies and procedures, and sales/service techniques to enable all direct reports to perform their roles effectively, efficiently and accurately.
• Motivates staff to achieve and maintain a level of member service consistent with our exceptional experience standards.
• Proactively conducts team and individual sales coaching activities to generate sales, deepen member relationships, and increase the visibility and brand awareness of Tech CU.
• Actively participates in creating and implementing membership retention strategies.
• Provides transaction approvals and overrides within policy guidelines; manages general cash operations including but not limited to individual cash limits, cash shipments and negotiable items.
• Conducts monthly staff meetings to report on successes, priorities, pipeline volumes, market trends and departmental results. Performs one-on-one meetings to celebrate staff achievements and recognition. Delivers annual performance evaluations, performance improvements and corrective actions.
• Delivers exceptional member service, modeling a level of member engagement that demonstrates appropriate priority and urgency, and targeting the highest level of member satisfaction.
• Collaborates with internal and external partners to optimize results and provides guidance to branch staff in the research and resolution of complex problems. Has ultimate responsibility for the satisfactory resolution of member complaints or issues received at the branch.
• Serves as a member of the Service Recovery team, assisting and handling escalated member issues that come through various service channels.
• Supports managers and performs branch administrative duties including vendor engagements, technical troubleshooting, updating training materials as needed, and introduction of new products and/or procedures.
• Monitors branch security effectiveness and supports periodic staff review of appropriate security procedures and standards.
• Drives strong sales and service performance by consistently pursuing individual and branch goals for referrals, conversions and member satisfaction; developing business and strategic plans to support branch and corporate objectives.
• Maintains current industry, competitive landscape and product knowledge.
• Develops business and marketing plans for the branch to achieve sales results that meet or surpass sales, referral goals and objectives.
• Facilitates meetings and presentations (in-person and/or virtually) for the purpose of seeking new business opportunities among employees of member companies, community partners and within network of members.
• Cultivates a strong referral network and business relationships through regular connections with members, prospective members, and local community to build and sustain a pipeline of repeat referrals and business.
• Performs a wide variety of banking transactions on an as-needed basis, uncovering member needs and cross-selling products and services as appropriate, seeking referral opportunities for the staff and branch partners to deepen member relationships.
• Effectively and confidently communicates the Tech CU value proposition to members and potential members in person, phone or digital interactions. Communicates enterprise-wide message and builds brand awareness within Tech CU’s target market, core and emerging markets.
• Represents Tech CU at business development events outside of the branch, such as member company on-sites and community activities, and generates referrals and leads to support revenue growth for the branch.
• Establishes scope of authority, schedule and responsibility for direct reports.
• Engages with direct reports and peers to align goals with organizational goals and objectives, establish performance metrics, provide feedback and develop talent.
• Manages and monitors budget to maximize operating efficiencies.
• Reviews and responds to issues identified in audit and regulatory reports.
• Supports established policy and procedures, recommending changes as needed.

Benefits

• Health Coverage: Medical, dental, and vision plans
• Income Protection: Life and disability insurance
• Retirement: 401(k) plan with company match
• Paid Holidays: 12 days annually
• Paid Time Off (PTO): Accrues at 7.08 hours per bi-weekly paycheck (approximately 23 days per year) Increases with length of service
• Voluntary Time Off (VTO): 8 hours annually for full-time employees to support charitable organizations
• Flexible Spending Accounts
• Employee-paid voluntary benefits
• Leaves of absence in compliance with state and federal regulations

What This Job Offers

• Job Type: Full-time
• Career Level: Manager