Branch Experience Manger

Mirastar FCU•San Jose, CA

1d•$102,000 - $123,000•Onsite

About The Position

The Branch Experience Manager is responsible for directing and managing all the administrative functions of the branch experience area in their assigned branch, in accordance with best practices, industry standards, legal and regulatory requirements, and internal policies and procedures to ensure the implementation of the organization’s branch strategic objectives. This includes, but is not limited to, the management and oversight of the following area functions: Member experience, Measurement of branch performance – Key Performance Indicators (KPIs), Process engineering and improvement, Branch Campaign Management, Development of team members, Promoting consultative culture in the branches.

Requirements

High School Diploma and a range of 3 to 5 years in related management 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.
Detail-oriented, self-starter who can work independently.
Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally at all levels.
Effective interpersonal and interdepartmental skills with the ability to work with all levels of staff, management, and members in a professional, approachable, and positive manner.
Strong Executive Presence & Leadership ability.
Maintain thorough and current knowledge of all federal, state, and local regulations as well as internal policies, procedures, products, and services.
Computer literate and proficient in software applications, financial analysis programs, Adobe Acrobat, online research tools and MS Office: Word, Excel, PowerPoint, and Outlook.
Hungry: Demonstrates a strong drive for continuous learning, growth, and expanded responsibility. Self-motivated, diligent, and proactive in identifying the next step and the next opportunity to contribute.
Humble: Operates with low ego and high respect for others. Actively recognizes and elevates the contributions of teammates, prioritizing collective success over personal recognition. Approaches work with openness, respect, and a collaborative mindset, welcoming diverse perspectives, and constructive feedback.
Works Intelligently: Demonstrates strong situational awareness and sound judgment. Understands group dynamics, uses intuition, emotional intelligence, and thoughtful decision making to navigate complex interaction to achieve the best outcomes.

Nice To Haves

Bilingual in English and Spanish is preferred.
Public Notary Certification preferred.

Responsibilities

Actively manage and direct all daily operations of the branch to ensure efficiency and optimal member service levels. The activities include scheduling, hiring, training, coaching, and managing staff, opening and closing the branch, process improvement, workflow management, budgeting, expense control, administrative and sales activities.
Ensure branch daily operations is within compliance with all security, risk, legal and regulatory policies, and procedures. Facilitating daily, monthly, quarterly, and annual audit functions.
Identify and implement programs and processes to support the organizations overall strategic initiatives.
Continually measure key performance indicators for the branch.
Participate in business development events to grow the company’s network and expand its business. Evaluate and advise on the impact of long-range planning, and external communication.
Assist Business Development in directing and managing activities surrounding Select Employer Groups “SEG” relationships including events.
Provide timely and accurate analyses of budgets, project proposals and business trends in each branch’s immediate market area.
Support Mirastar’s philosophy of promoting company culture through mentoring, coaching, individual and team development, including but not limited to timely, candid, and constructive feedback through weekly check-ins and huddle meetings.
Promote a consultative culture that ensures the staff receives proper training to demonstrate abilities to cross-sell products and services that meet member needs coupled with metrics to measure performance.
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.
Utilize critical thinking in solving complex staffing and personnel challenges independently and without close supervision.
Investigate and resolve complicated member issues beyond the scope of the branch staff.
Compliance with the Bank Secrecy Act, OFAC and USA PATRIOT Act including but not limited to completing Member Identification Program requirements for new customers, accurate completion of new account activity profile, CTR, Monetary Instrument log and reporting of suspicious activities to your supervisor and BSA Officer.
Manages all staff and vendor relationships associated with Branch Experience. Ensures effective coordination, workflow, and performance within these roles. Performs supervisory duties in accordance with organizational policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; evaluating performance; and providing recognition, coaching, or corrective action as needed in line with established standards.