Branch Manager
Branch Operations
Maintain effective branch operations including, timely opening and closing, adequate staffing levels, and effective member service. Ensure adherence to operational policies, procedures and controls to ensure the safety and security of employees, members and credit union assets. Recommend action plans to improve operational policies, procedures and controls, and mitigate controllable losses in operations. Oversee the physical facilities and equipment of the branch office, establish appropriate safety practices for employees, and ensure security procedures are being followed. Apply and evaluate policies and procedures for the branch. Ensure that the branch is in compliance with Self-Help’s processes and procedures, federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies.
Serve as first escalation point for member issue resolution including complaints, exceptions, and requests for management.
Staff Management and Development
Review and evaluate daily, weekly, monthly calendar to ensure that the branch is properly staffed and that everyone's time is maximized to serve members. Supervise branch staff to deliver effective and efficient member service, and provide feedback as needed. Supervise branch staff to deliver effective and efficient member service; identify development needs and provide timely feedback. Conduct timely hiring, employee development, performance management, and compensation reviews for branch tellers and member service representatives. Ensure that staff receives on-going training, including compliance and security procedures. Create and maintain a cross-selling environment within the branch.
Business Planning, Financial Management, Strategic Planning
Maintain knowledge of accounting and financial principles, marketing and sales principles, credit analysis, economics and other bank functions. Monitor branch performance and activity, including number of transactions, volume, teller errors, loan volume, teller and loan personal sales, and new accounts. Perform auditing, reconciling, and reporting to ensure adherence to quality controls, compliance and managing branch self-assessment process. Participate in strategic planning to develop branch level production goals, budgets and operating plans to achieve them.
Business Development/Other
Analyze trends in both local/niche market and member profiles to identify potential sales, service opportunities and performance variability factors. Serve as an active participant in key community development and policy initiatives in the local community and surrounding areas. Represent and promote Self-Help in community and business development activities to enhance Self-Help’s brand and demand for products and services with particular focus on deposit, mortgage, and consumer loan growth. Work in collaboration with other branches and colleagues on issue campaigns that advance Self-Help’s community economic development priorities, programs, and activities. Research, develop and maintain relationships with key loan-generating opportunities, in coordination with Self-Help mortgage, commercial and consumer lending staff to promote regional development and responsible lending. This includes effectively representing Self-Help with realtors, non-profits, banks, government agencies and other community partners. Create short and long-term development strategies in conjunction with team and senior management to optimize branch capacity, identify new opportunities for improvement and growth, and ensure achievement of business goals.