Branch Experience Manager

SouthPoint Financial Credit Union•New Ulm, MN

13d

About The Position

Serves as a Branch Experience Manager in the Credit Union branch setting. The primary responsibility is to provide excellent service by demonstrating the principals of SouthPoint Financial Credit Union and adhering to the vision of “Empowering People to Enhance Lives”. This position must also support and embody the core values of SouthPoint: Our Purpose is our Passion. We Champion Fearless Grit. It’s not about me, it’s about we. This person is responsible for providing leadership, direction, and quality member service in the management of multiple branch offices for SouthPoint Financial Credit Union in support of the organization’s goals, objectives, policies, and practice. The ideal candidate will be able to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. They will also be responsible for ensuring that outstanding service is delivered to both internal and external members. This position reports to the Director of Member Services and all branch Service Managers report to this position.

Requirements

Requires professional, well-developed interpersonal skills necessary for communicating with members, employees, and vendors on Credit Union-related matters.
Demonstrates excellent coaching and mentoring skills and consistently maintains a positive and professional image in the workplace.
Strong organizational skills and ability to work on multiple projects simultaneously.
Excellent communication, leadership, organizational, supervision, analytical, presentation, group facilitation and problem-solving skills.
Able to be flexible and adaptable to changing job requirements.
Ability to take complex financial and operating information and interpret data from reports and personnel in order to solve problems and make effective decisions.
Requires at least three years retail experience in a financial institution, or 2 year degree in related field, or equivalent combination of education and experience.
Strong leadership skills.
Excellent analytical and decision-making skills, high attention to detail, accuracy and thoroughness, ability to work under pressure, to process multiple tasks concurrently with a high degree of accuracy, and a self-starter who can exercise independent judgment when addressing problems.
Excellent organizational skills; math and typing skills; good reasoning ability and problem-solving skills.

Nice To Haves

Minimum of one to two years of experience in management or supervisory capacity preferred.

Responsibilities

Meet and review on a monthly basis with the branch Service Managers where they stand in regards to goals (loan volume, ancillary products, sales goals, etc). Make recommendations for improvement in areas of concern.
Support Team Building efforts in branches
Respond to Member issues/concerns
Support Director of Member Services and Chief Experience officer by providing ongoing sales and other performance updates and overall team members’ performance.
Use analytical skills to understand operational requirements of the branches and provide assistance on special projects as assigned
Take initiative to drive continuous improvement of sales processes and procedures
Drive branch results by developing, implementing and focusing efforts on the branches’ performance
Work with Training and Retail support staff to ensure consistent communication concerning the training and development of each branches’ team members
Monitor branch standing in regards to goals and develop action plan to improve standing
Provide sales training to Retail team members to develop and enhance their sales behaviors
Assist with the management and adoption of internal sales tools
Travel to branches to ensure activities are consistently being conducted
Be a leader for the branches’ team members by modeling appropriate behaviors
Conduct regular meetings with Retail Team members, as well as Service Managers
Act as manager on duty when a Service Manager is out for an extended time period