Branch Manager

About the role

Municipal Credit Union (MCU) has been serving New Yorkers for over 100 years, offering affordable financial products and services to a membership base of over 600,000 individuals. The Branch Manager plays a crucial role in driving performance, growth, and success of the branch while upholding MCU's core values.

Responsibilities

• Assist in the creation, implementation, and achievement of the branch business plans to meet organizational goals while maintaining an operationally sound branch.
• Clearly communicate business priorities and ensure effective execution across the team.
• Model and reinforce MCU’s values and organizational priorities to align branch activities with corporate strategy.
• Drive branch performance and sales growth, inspiring teams through leadership and collaboration.
• Promote a culture of high performance and continuous improvement, ensuring staff understand how daily actions connect to broader org goals.
• Takes personal ownership to deliver results. Empowers and trusts others in decision-making.
• Responsible for staffing the branch, including recruiting/identifying talent, interviewing and selecting branch team.
• Build a diverse talent pipeline and champion continuous learning and development. Responsible for successful onboarding and training of new employees.
• Aid in the management and oversight of staffing and administrative functions of your branch including succession plans, career plans, performance evaluations, coaching and counseling documentation, promotions, and all human resources decisions for the branch. Ensure timely execution of all required documentation.
• Develop and promote teamwork and a positive branch culture, ensuring each employee has a means to discuss both positive and negative issues affecting their work.
• Oversee the branch’s profit and loss (P&L): understand financials and use insights for decision-making. Collaborate effectively with Retail and with other departments.
• Assist team with member escalations, owning issue resolution end-to-end.
• Serve as both player and coach—mentoring, managing, and motivating branch colleagues while holding them accountable for meeting and/or exceeding organizational goals.
• Drive and monitor performance activities such as branch sales and service strategy meetings, proactive member outreach, outbound calling efforts.
• Manage and coach to the delivery of a differentiated member experience. Coaches’ team to confidently engage with members in technology enabled interactions, providing solutions and advice-oriented consultation that improves member financial well-being.
• Resolve member escalations with empathy and professionalism.

Requirements

• Bachelor’s degree required. Degree in business management/administration or equivalent work experience preferred.
• Minimum 5 years of branch or managerial experience required.
• Highly ethical and committed to MCU’s core values.
• Strong leadership and interpersonal skills.
• Proven ability to coach, develop and retain a highly engaged team.
• Willingness to enthusiastically manage constantly changing priorities.
• Proven results in sales, service and operations including meeting or exceeding set objectives.
• Excellent written and verbal communication skills.
• Excellent organizational ability in a high-pressure environment.
• Availability of working overtime and Saturdays is required.
• Demonstrated ability to coach, motivate, and hold staff accountable.
• Demonstrated success in planning, organizing, and leading people and activities.
• Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
• Effective problem-solving skills and demonstrated ability to maintain composure when interacting with members and MCU team.
• Technologically proficient, including Microsoft suite and digital banking tools.

Leadership Competencies

• Growth Mindset
• Proven ability to manage change and reinforce organizational priorities
• Capacity to take calculated risks and innovate
• Experience in setting vision and strategy
• Lead by example and encourage team in developing adaptability
• Prioritizes developing others
• Thinking that values diversity and difference
• Proven ability to build and maintain relationships at all levels of the organization
• Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work