Branch Manager - Bitters

Firstmark Credit Union•San Antonio, TX

5d•Onsite

About The Position

The Branch Manager is responsible for the overall performance, growth, compliance, and culture of a branch location. The role oversees daily operations, staff development, and the member experience while driving business results and strengthening the credit union’s community presence. The Branch Manager ensures adherence to policies, regulatory requirements, and operational standards, and leads the team through coaching, accountability, and performance management. The role translates regional and enterprise priorities into disciplined branch execution and sustained results. The Branch Manager owns branch performance and develops execution plans aligned with regional strategies. They coach and develop Assistant Branch Managers and staff, lead a member-centric service culture, and ensure effective operational controls and risk management. They also foster an inclusive, accountable culture, champion organizational initiatives, represent the credit union in the local community, and partner with retail support teams and peers. Other job-related duties may be assigned in support of branch, regional, or enterprise priorities.

Requirements

High school diploma or equivalent required.
At least 5 years of progressive retail banking or credit union experience, including at least 2 years in a leadership role.
Demonstrated success in branch-level leadership, people development, sales leadership, and operational risk management.
Proven ability to coach teams, drive performance, and lead through change.
Strong coaching, feedback, and accountability skills.
High emotional intelligence and professional leadership presence.
Strong understanding of branch operations, compliance, and financial products.
Ability to analyze performance data and make sound business decisions.
Effective communication, influencing, and conflict-resolution skills.
Flexibility to travel between branches as needed.
Demonstrates Firstmark’s shared values: Happy, Helpful, Honest, Humble, and Hungry (Driven).

Nice To Haves

Bachelor’s degree in Business, Finance, Management, or a related field preferred.

Responsibilities

Own overall branch performance and achieve sales, service, growth, efficiency, and operational goals.
Translate regional strategies and initiatives into clear execution plans for the branch team.
Monitor performance trends, address gaps, and take action to drive results.
Ensure the branch operates within approved staffing, expense, and productivity expectations.
Establish a coaching culture focused on behavior-based feedback, skill development, and accountability.
Coach Assistant Branch Managers and staff on performance expectations and service standards.
Conduct performance reviews and development planning, and take timely corrective action when needed.
Identify and develop future leaders and support succession readiness.
Lead a solutions-focused, member-centric culture and deliver exceptional member experiences.
Use member feedback, service metrics, and frontline observations to identify service gaps and improvements.
Handle complex member situations and escalations professionally and with sound judgment.
Ensure consistent execution of needs-based conversations and relationship-deepening behaviors.
Maintain audit readiness and adherence to policies, procedures, and regulatory requirements.
Maintain internal controls, cash management, physical security, and fraud prevention practices.
Standardize branch processes and workflows to improve efficiency, accuracy, and consistency.
Identify operational risks and partner with the Senior Branch Manager to mitigate them.
Model professionalism, accountability, and emotional intelligence.
Foster an inclusive culture with open communication, trust, and constructive conflict resolution.
Champion organizational and regional initiatives and ensure their clarity, buy-in, and adoption at the branch level.
Represent the credit union in the local community and build relationships that support branch growth and reputation.
Partner with retail support teams and peers on pilots, initiatives, and continuous improvement.
Communicate branch insights, challenges, and opportunities to the Senior Branch Manager.
Perform other job-related duties as assigned in support of branch, regional, or enterprise priorities.
Travel between branches as needed.