Branch Manager IV-515

Empower Federal Credit Union•Syracuse, NY

2d•$98,686 - $148,028•Onsite

About The Position

The Branch Manager is an enthusiastic and people-oriented leader who oversees operations at one of our Credit Union locations. The primary focus of the Branch Manager is to cultivate a positive and engaging work environment for the branch team, ensuring their well-being, belonging, and growth while maintaining operational excellence. The Branch Manager leads the team in delivering exceptional service to our members, ensuring smooth operations and adherence to policies, and meeting business and performance goals.

Requirements

5 to 8 years of related experience in managing or leading large teams.
Experience in a financial institution or similar customer-facing environment is required.
The candidate must be able to obtain or already possess NMLS certification in accordance with the S.A.F.E. Act of 2008.
A bachelor's degree or completion of a specialized course of study at a business or trade school, or equivalent practical work experience.
Courtesy, tact, and diplomacy are essential elements of the job.
Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
Strong ability to manage and maintain a high level of education and training for branch staff.
Excellent verbal and written communication skills, with the ability to conduct employee training sessions.
Proficiency in using spreadsheets, word processing software, and general office equipment.
Strong decision-making and problem-solving skills.
Ability to plan and organize multiple tasks and assignments effectively.
Skilled in leveraging team strengths, developing skills, and guiding others to accomplish goals.
Capable of working with frequent interruptions while maintaining high performance.
Excellent interpersonal skills with a focus on creating a positive, collaborative work environment.
Analytical mindset to identify opportunities for improving employee experiences and branch performance.
The employee must consistently concentrate, exercise sound judgment, and remain patient while interacting with members, employees, and vendors.

Responsibilities

Foster a culture of teamwork, collaboration, and continuous improvement.
Manage and develop branch staff to build a motivated, well-trained, and engaged team.
Maintain a professional environment that supports excellent service to all members.
Promote a consultative and proactive product culture focused on member growth and outstanding service.
Collaborate with Human Resources, the Market Manager, and the VP on employee management activities including hiring, termination, and development planning.
Conduct monthly one-on-one sessions, provide ongoing coaching, and monitor individual and branch performance to set and achieve goals.
Address employee concerns, encourage open communication, and serve as a liaison between staff and senior management.
Monitor employee feedback and performance metrics to identify improvement opportunities and recognize achievements.
Deliver products and services in a manner that adds value to the member experience.
Ensure branch staff are proficient in using systems and equipment for all functions (e.g., Teller, Financial Service Representative, Assistant Branch Managers).
Monitor member service levels and ensure they are consistently met.
Step in as needed to assist with member service or team support, ensuring high standards of service.
Support the team by answering questions and addressing concerns to ensure daily operations run smoothly.
Engage with members to identify referral and sales opportunities across all business lines.
Conduct sales and service calls to existing members and potential members/Select Employer Groups.
Work with staff to meet established sales and referral goals.
Engage in Business/Community Development activities to grow brand recognition and increase membership.
Coach staff on product offerings, ensuring alignment with member needs.
Resolve escalated member concerns to foster strong relationships.
Maintain operational excellence with a focus on service quality and minimizing risk.
Ensure adherence to branch and Credit Union policies, procedures, and compliance standards.
Review operational performance reports to ensure adherence to set standards.
Regularly assess lending and quality control reports and adjust operations as needed.
Ensure staff are familiar with audit and regulatory requirements.
Stay informed of changes to policy, procedure, and regulations, and implement necessary adjustments at the branch.
Collaborate with other departments to support both branch and organizational goals.
Keep staff informed of changes through regular communication channels such as emails, Teams messages, daily huddles, and one-on-one sessions.
Attend required trainings and meetings to stay updated on Credit Union developments.
Take responsibility for personal growth and improvement through continuous training.
Perform other duties as assigned.