Branch Operations Manager - Grand Haven

Lake Michigan Credit Union•Grand Haven, MI

1d•Onsite

About The Position

Lake Michigan Credit Union (LMCU) is seeking a Branch Operations Manager to assist the Market Leader in delivering strong results and high-quality service, maximizing employee productivity, and maintaining operational accuracy and effectiveness. The role contributes to the branch’s success, supports members in achieving their financial goals, and helps strengthen LMCU’s presence in the community. The manager is responsible for daily retail branch operations and is a key leader in team performance, operational excellence, and member experience. The position is fully on-site in Grand Haven, Michigan, with 0% travel.

Requirements

High school diploma or equivalent.
Michigan Resident Producer Credit Insurance License for Michigan-based employees. External candidates without current licensure must pass the licensing examination and provide proof of certification within 90 days of hire.
NMLS registration and notary certification as required.
Extensive knowledge of LMCU products and services, especially consumer and business accounts and loans.
Proven ability to meet sales targets and contribute to branch goals in a fast-paced, customer-focused environment.
Strong leadership and mentorship capabilities, including a track record of coaching peers and building collaborative team environments.

Nice To Haves

Further education or banking experience.

Responsibilities

Assist the Market Leader in driving team performance through direction, coaching, and support.
Develop branch employees through ongoing coaching and support for service excellence.
Build LMCU’s local community presence through networking events and outbound calling to support branch sales.
Oversee branch operations, including training, scheduling, and facility management, and conduct regular team meetings.
Conduct integrity coaching sessions and address employee performance issues as needed.
Hold branch staff accountable for LMCU initiatives, goals, processes, procedures, and operational standards.
Recognize team and individual contributions to branch goals.
Maintain operational compliance with branch policies, procedures, performance standards, regulatory requirements, and industry standards.
Consult with the Market Leader for guidance on complex challenges and make informed decisions.
Encourage team members to solve problems creatively and take ownership of challenges.
Manage branch scheduling to ensure adequate staffing and service excellence.
Obtain NMLS registration and notary certification as required to serve members and assist with legal documentation.
Uphold LMCU’s culture and values, ensuring employees follow the 3C’s and I AM LMCU values and deliver service consistent with standards.
Lead in the lobby and ensure staff proactively engage members and create a welcoming environment.
Promote remarkable member experiences and lifetime member loyalty.
Resolve conflicts and deescalate adverse situations professionally.
Coach team members to identify member needs, cross-selling opportunities, and relevant LMCU products and services.
Maintain accountability for service accuracy and quality, coaching staff to improve performance and meet organizational goals.
Review consumer loan applications for quality and identify cross-sell opportunities.
Support growth targets by motivating the team and encouraging behaviors that advance business objectives.
Help the Market Leader build LMCU’s community presence and develop relationships aligned with the credit union’s values.
Contribute to community engagement strategies and relationships with local businesses and members.
Foster personal and business member relationships and provide proactive financial solutions.