Retail Market Manager

WeStreet Credit Union•Tulsa, OK

About The Position

The Retail Market Manager partners with retail senior leadership to execute network objectives, initiatives, and programs across branches and care centers. The role involves weekly travel to branch offices to develop employee skills and promote consistency in operations, sales, and service. Working with Financial Center Managers (FCMs) and Assistant Financial Center Managers (AFCMs), the manager coaches staff to meet member-service expectations and performance metrics, supports individual and branch goals, and provides regular feedback to Financial Center Managers. The position also contributes to reporting, policy and procedure recommendations, and strategic projects across the Credit Union. In the absence of branch management, the manager supports or shares responsibility for branch operations, assists staff with member issues, and helps maintain an engaging work environment. The role monitors internal controls and security procedures and ensures compliance with applicable policies and regulations, including BSA, AML, CIP, CDD, and privacy requirements. Overtime may be requested.

Responsibilities

Partner with retail senior leadership to execute retail network objectives, initiatives, and programs in branches and care centers.
Travel weekly to branch offices to develop employee skills and ensure consistency in operations, sales, and service.
Coach teams, in collaboration with FCMs and AFCMs, to meet member-service expectations and key metrics.
Promote a sales and service environment aligned with the Credit Union’s culture and business plan goals.
Coach staff in meeting individual and branch-level goals.
Carry out responsibilities in accordance with Credit Union policies and applicable laws.
Prepare or assist with annual, monthly, and weekly reports as needed.
Provide branch staff with support, direction, and guidance when the management team is absent.
Give Financial Center Managers regular feedback and participate in monthly branch management coaching conversations.
Recommend policy, process, or procedure changes based on analysis.
Partner with Credit Union senior leadership on projects and strategic initiatives.
Share responsibility for branch operations with the Retail Operations Manager when the Financial Center Manager and Assistant Financial Manager are absent.
Coach and assist branch staff, including helping resolve member problems.
Update branch network policies and procedures as needed and contribute content to the Credit Union intranet for branch operations.
Partner with the Director of Retail and Chief Retail Officer to create and maintain an engaging work environment for branch staff.
Make policy exceptions when appropriate and within established authority.
Monitor and enforce internal controls and security procedures on the branch staff line.
Follow and ensure staff follow policies and procedures for BSA, AML, CIP, and CDD to maintain regulatory compliance.
Maintain integrity and ethics in interactions concerning members and their accounts, and comply with privacy directives.
Perform other duties as assigned and be available to work overtime as requested.