Branch Experience Manager - Rio Rancho, NM

Del Norte Credit Union•Rio Rancho, NM

4d•$64,887 - $81,108•Onsite

About The Position

The Branch Experience Manager leads branch operations, team performance, and member experience to achieve business goals and drive growth. This role develops and coaches employees, ensures regulatory compliance, promotes a member-first culture, and builds strong relationships with members and the community. The ideal candidate is a results-driven leader who excels at developing talent, improving performance, and delivering exceptional service. Join Our Team at Del Norte Credit Union! We’re more than a financial institution, we’re a community. Guided by our mission of Improving Lives and vision of being Authentically New Mexico, we embrace Del Norteño Pride, reflecting our commitment to community, culture, and connection. Recently recognized as a Platinum-Level Family Friendly Business, we value People Focus, Collaboration, and Continuous Learning.

Requirements

One year to three years of similar or related experience.
A two-year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses conducted by vendors, or job-specific skills acquired through an apprenticeship program.
Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Demonstrate solid leadership and member service skills; excellent communication and problem resolution skills
Handle sensitive information with complete confidentiality and professionalism
Excellent verbal and written communication skills
Critical thinker and effective problem solver
Collaborative service skills; proven, effective manager of high performers
Willing and eager to exceed expectations; demonstrated excellence in all aspects of branch operations and administration

Nice To Haves

Spanish Speaking Incentive

Responsibilities

Lead all branch operations to achieve organizational goals, ensuring efficiency, profitability, regulatory compliance, and an exceptional member experience.
Recruit, develop, coach, and retain high-performing team members while fostering a positive, engaged, and accountable workplace culture.
Oversee employee training, cross-training, succession planning, and professional development to build organizational capability and future leadership.
Drive branch growth by promoting a member-first culture, identifying member needs, and supporting education on products and services that improve financial well-being.
Monitor individual and branch performance metrics, providing ongoing coaching and feedback to achieve service, retention, and growth objectives.
Ensure compliance with all applicable policies, procedures, regulations, audits, certifications, and security requirements, resolving findings in a timely manner.
Deliver outstanding service by proactively addressing member concerns, resolving complex issues, and identifying opportunities to enhance the overall member experience.
Support organizational marketing, business development, and strategic initiatives that increase member engagement, growth, and community presence.
Partner with internal departments, vendors, and cross-functional teams to manage projects, improve processes, control risk, and support continuous improvement efforts.
Champion the credit union’s mission, values, and performance standards through effective communication, leadership, and role modeling of expected behaviors.