Frontline Operations Manager - ON SITE
About The Position
Are you looking to have a positive impact on people in your community? Connex Credit Union is looking for diverse talent who are motivated to improve the financial well-being of others. We’re a company with a long and successful history where trust is important and exceptional customer service is the standard. We are committed to our employees, our members, and the communities we serve. If you want to make a difference and be part of a growing, inclusive organization, join us in our mission. The Frontline Operations Manager supports branch growth and profitability as well as superior customer service by anticipating and responding to the needs of all branches. The Frontline Operations Manager formulates policies and procedures, leads key operational initiatives, manages the Branch Administration Manager, float staff (10 FTEs), schedules float staff to ensure branch member service operations can be met, and provides reports to the VP of Branch Administration to ensure Connex’s goals and members’ needs are met. Manages core operating system configuration and maintenance. Provides frontline coaching daily on advocacy techniques. Is responsible for the overall cash operations of the branch network, and generates relevant operational documentation.
Requirements
- Bachelor’s Degree in Business required or equivalent work experience
- 5-10 years’ experience in a retail sales management or branch environment, with multi-site oversight and experience required.
- Knowledge of federal and state laws and regulations governing consumer banking
- Strong leadership and coaching skills
- Exceptional time-management skills
- Ability to analyze data and provide solutions to maximize organizational outcomes
- Experience and proficiency with Microsoft Suite of products (Word, Excel PowerPoint)
- Excellent interpersonal skills
- Some Saturdays required
- Flexibility in location required
Responsibilities
- Supports Advocacy training and development across branches by coaching sales and service skills to all branch team members.
- Fosters and advocacy-driven culture by managing and interpreting member experience scores to drive improvements to coaching and performance.
- Identifies areas where additional sales and service coaching is required by the Talent Management Specialist or by branch management.
- Partner with training teams to deliver and receive feedback, actively identifying and addressing knowledge gaps that arise in day-to-day operations.
- Assists the VP, Branch Administration in the development of goal attainment strategies.
- Analyzes historical data, corporate goals and individual goal achievement and makes recommendations to the VP to achieve desired outcomes.
- Drive growth and profitability through coaching and operational management, with a focus on consistent adherence to established procedures.
- Collaborate closely with business line leaders to support projects, lead meetings, and facilitate daily interactions that support the branches and member service.
- Ensures strong cash controls and loss prevention practices, including audits, review of exception reports, and adherence to security protocols.
- Oversees staff coverage across branches.
- Coordinates the scheduling of branch employees, and facilitates floater schedules based on overall staffing needs of the Credit Union and staffing changes due to planned or unplanned absences.
- Develops and maintains all frontline procedures including branch balancing procedures to ensure clarity and compliance.
- Reviews workflow and productivity standards and adjusts procedures to maximize effective and efficiency.
- Ensures new procedures are trained and followed resulting in better accuracy and higher levels of quality and quantity.
- Monitors the impact of changes and makes adjustments in the spirit of continuous improvement.
- Leads and directs floater team of up to 10 float staff comprised of Asst. Branch Manager, New Account Representatives, Member Service Representatives and temporary/intern roles.
- Enhance skills and knowledge of float teams and Service Coordinators through targeted coaching and mentoring.
- Responsible for managing vendor relationships and maintaining compliance with expectations.
- Oversees performance and drives results.
- Provide continuous support for core banking systems, ensuring smooth operation and addressing any system-related issues.
Benefits
- Competitive compensation.
- Medical, Dental, and Vision coverage.
- Paid time off.
- 401K contributory plan with company match.
- The opportunity to become involved in community outreach.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
51-100 employees
