Campus Program Manager

Jeanne D Arc Credit Union•Lowell, MA

6d•$72,202 - $108,304

About The Position

The Campus Program Manager supports the launch and day-to-day operation of Jeanne D’Arc Credit Union’s college strategy and student-run, on-campus credit union. The role coordinates program planning and implementation, staffing, communications, training, technology and operational readiness in partnership with credit union leadership and college or university stakeholders. It helps establish program goals, workflows, service expectations and success measures, tracks progress, and identifies improvements to the program and campus experience. The position recruits, onboards, schedules, trains, coaches and develops student officers, providing feedback and guidance to build their leadership, communication, problem-solving, financial-services and workplace-readiness skills. It sets expectations for professionalism, confidentiality, service quality, teamwork, accountability and compliance, and provides day-to-day support for branch activities and member service. The Campus Program Manager also builds relationships with campus administrators, faculty, staff, student leaders and other partners; coordinates financial education activities, outreach, engagement events and communications; and represents the credit union at relevant campus and community events. The role helps promote the credit union’s products, services and financial-wellness resources, and performs duties in accordance with applicable laws, regulations and credit union policies.

Requirements

Minimum of five years of retail banking or credit union experience, including three to five years managing branch operations and supervising a team.
Working knowledge of branch operations, member service and the overall branch experience.
Ability to solve problems involving a few concrete variables in standardized situations.
Ability to read and comprehend instructions, correspondence, memos and procedure manuals.
Ability to write competent, grammatically correct correspondence and present information effectively in one-on-one and small-group settings.
Ability to interact effectively with all levels of credit union personnel, industry peers and members.
Ability to gather information, interpret it and solve complex problems.
Ability to make decisions, take action and accept responsibility for results.
Ability to handle complicated procedures, exercise good judgment, set priorities, evaluate results and coordinate with others.
Understanding of financial transactions and ability to carry out detailed but uninvolved written or oral instructions.
Strong leadership, coaching, performance-management, conflict-resolution and decision-making skills.
Project-management skills, entrepreneurial thinking, and ability to develop products, processes and structures for the audience being served.
Business planning, development and implementation skills.
Knowledge of areas of a credit union or other financial institution.
Audit, compliance follow-through, internal-control review and risk-escalation skills.
Ability to assess staffing needs, review schedules, plan coverage and coordinate branch resources to maintain operations and service levels.
Strong verbal and written communication skills.
Planning, organization, facilitation, project support, follow-through and time-management skills.
Sales, service, business-development support, relationship-building, member-retention and service-recovery skills.
Expense monitoring, staffing and resource review, performance follow-up, operational trend identification and data-informed recommendation skills.
Ability to lead teams independently within established credit union strategy, priorities and direction.
Strategic planning, analytical, research, project-management, organizational and problem-solving skills.
Ability to exercise sound judgment, maintain confidentiality and apply risk-based decision-making.
Ability to communicate effectively with employees, members, peer managers, senior leaders and community partners.
Ability to manage competing priorities with integrity, professionalism, discretion and accountability.
Equivalent combinations of education and experience may be considered.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Help lead the successful launch, implementation and ongoing management of the campus branch program with credit union leadership and college or university stakeholders.
Support all phases of the campus branch launch, including planning, coordination, timelines, staffing, communications, training and operational readiness.
Coordinate with internal departments on branch operations, technology, marketing, training resources, compliance and member-service expectations.
Help establish program goals, workflows, service expectations and success measures.
Track and communicate progress, including student participation, member engagement, service quality, financial education activity and overall program effectiveness.
Identify opportunities to improve processes, strengthen engagement and enhance student and member experiences.
Recruit, onboard, schedule, train, coach and support student officers.
Provide feedback, mentoring and support to develop students’ leadership, communication, problem-solving, financial-services and workplace-readiness skills.
Set expectations for professionalism, service quality, confidentiality, teamwork and accountability.
Monitor student officer performance and address coaching opportunities fairly and constructively.
Create opportunities for student officers to participate in branch operations, member interactions, financial education, marketing, community engagement and special projects.
Support daily branch activities, staffing coverage, student officer readiness, service delivery and the overall branch experience.
Ensure student officers follow applicable credit union policies, procedures, security protocols, compliance requirements and service standards.
Guide student officers on member service, basic transaction support, problem resolution and day-to-day questions.
Develop and maintain relationships with college or university administrators, faculty, staff, student leaders and campus partners.
Coordinate financial education activities, campus outreach, student engagement events and related marketing or communications.
Represent the credit union professionally at campus meetings, events and community activities connected to the program.
Promote awareness of credit union products, services, financial-wellness resources and community commitments.
Perform duties in accordance with applicable federal and state laws and regulations and credit union policies.
Perform other related duties as assigned.
Provide day-to-day supervision, coaching, training, scheduling support and performance guidance for student officers, in partnership with credit union leadership and campus partners.