Assistant Branch Manager - West Harlem

Municipal Credit Union (MCU) has been serving New Yorkers for over 100 years, providing affordable financial products and convenient services to more than 600,000 members. Our mission is to help hard‑working New Yorkers build better tomorrows, and our vision is to be New York’s most loved financial institution by helping members build their best financial futures.

Overview

The Assistant Branch Manager provides supportive leadership to the branch manager, playing an integral role in achieving sales, service, and operational performance goals. This role ensures corporate goals are met, Credit Union policies and controls are implemented, and risk is mitigated. The Assistant Branch Manager coaches, develops, and holds staff accountable while maintaining operational excellence and compliance, and can fully manage the branch in the manager’s absence.

Responsibilities

• Leadership & Coaching
  • Assist in hiring, assessing, coaching, developing and retaining high‑performing branch teams.
  • Oversee onboarding and training of new employees.
  • Model and reinforce MCU’s values and organizational priorities.
  • Help create, implement, and achieve branch business plans while maintaining operational soundness.
  • Invest time in ongoing coaching and development of branch staff.
  • Manage staffing and administrative functions, including succession plans, performance reviews, promotions, and all HR decisions.
  • Develop and promote teamwork and a positive branch culture.
  • Leverage reporting tools and data to track progress and address performance gaps.
  • Collaborate effectively within Retail and with other departments.
  • Assist the team with member escalations, owning issue resolution end‑to‑end.
• Sales & Service
  • Stay current on new products, services, and promotions; educate and support the branch team.
  • Ensure consistent, excellent member service while meeting sales and regulatory goals.
  • Drive and monitor performance activities such as sales strategy meetings, proactive outreach, and outbound calling.
  • Hold staff accountable for meeting or exceeding organizational sales goals.
  • Conduct regular one‑on‑one coaching to reinforce behaviors that drive member engagement.
  • Create a “sales through service” culture with consultative selling, cross‑sell, and relationship‑building skills.
  • Provide ongoing coaching to help members meet their financial needs.
  • Enhance member satisfaction by engaging and connecting with members.
  • Resolve member escalations with empathy and professionalism.
• Operational Excellence
  • Maintain a strong control environment and manage operational risk.
  • Achieve a branch audit grade of “Satisfactory” or better with no repeat findings.
  • Oversee vault, cash levels, security of negotiable instruments, teller drawers and limits.
  • Ensure policies, procedures, and regulations are consistently applied.
  • Maintain dual control over negotiable instruments and devices.
  • Manage branch scheduling to ensure effective member traffic flow.
  • Comply with BSA/AML/OFAC and SAR requirements.
  • Ensure proper disclosures and marketing materials are readily available.
  • Review and analyze branch reports, income generation, production goals, expenses, and audits.
  • Utilize tools to identify and address member trends.
• Other Duties
  • Travel and work at other branch locations as required.
  • Perform other related duties and special projects as assigned.

Requirements

• Bachelor’s degree required.
• Minimum 4 years of experience in customer service/retail leadership.
• Minimum 3 years of banking operations experience.
• Highly ethical and committed to MCU’s core values.
• Strong leadership and interpersonal skills.
• Proven results in sales, service and operations.
• Demonstrated ability to coach, motivate, and hold staff accountable.
• Ability to plan, organize, and lead people and activities.
• Capacity to perform in a high‑volume environment while maintaining attention to detail.
• Excellent verbal and written communication skills.
• Excellent organizational and time‑management skills.
• Technologically proficient with Microsoft suite and digital banking tools