Branch Manager (Kea'au)

Responsibilities

• Lead a member-first culture by ensuring every interaction reflects the credit union's commitment to service excellence, relationship-building, professionalism, and financial well-being.
• Serve as the primary escalation point for complex member concerns, collaborating with other departments to provide effective issue resolution and reinforce a positive member experience.
• Monitor member service performance and implement strategies that enhance member engagement, satisfaction, and retention.
• Lead, coach, and develop a high-performing branch team focused on service excellence, operational effectiveness, and member satisfaction.
• Foster a positive, engaged culture through leadership development, employee coaching, performance management, accountability, and succession planning.
• Develop and execute branch strategies that support organizational goals, membership growth, profitability, and long-term success.
• Partner with executive leadership to identify emerging member needs, market opportunities, and innovative products and services.
• Promote organizational initiatives and lead change management efforts that improve employee engagement and branch performance.
• Provide ongoing coaching, performance feedback, recognition, and career development opportunities for branch employees.
• Identify employee strengths and development opportunities, creating individual growth plans that support succession planning and organizational continuity.
• Ensure employees receive appropriate training in member service, lending, operations, compliance, and credit union products and services.
• Foster a collaborative, accountable, and inclusive workplace that encourages teamwork, innovation, and continuous improvement.
• Develop future leaders by providing mentoring, stretch assignments, and leadership development opportunities.
• Oversee all branch operations to ensure efficient, accurate, and member-focused service delivery, including accountability for cash operations, negotiable instructions, and controls.
• Monitor branch performance, sales activities, lending production, service metrics, and financial results to achieve established goals.
• Manage branch staffing, scheduling, budgeting, and resource allocation to ensure effective operations and service delivery.
• Ensure branch facilities, equipment, and resources support a professional, efficient, and welcoming environment.
• Develop and execute business development strategies that increase membership growth, deposits, lending opportunities, and business relationships.
• Represent the credit union and identify opportunities to expand relationships within the community through networking events, business associations, chambers of commerce, nonprofit organizations, and community activities.
• Ensure compliance with all credit union policies, procedures, internal controls, and applicable federal and state regulations.
• Maintain branch security, operational integrity, and risk management standards that protect members, employees, and credit union assets.
• Maintain readiness to respond to security incidents, operational disruptions, and emergency situations in accordance with credit union procedures.
• Perform other duties and special projects as assigned.

Qualifications

• Strong leadership, coaching, talent development, and team-building skills.
• Demonstrated success driving sales, business development, and relationship growth.
• Knowledge of branch operations, consumer lending, business services, and member relationship management.
• Strong understanding of financial institution regulations, compliance requirements, and operational controls.
• Excellent communication, networking, presentation, and interpersonal skills.
• Ability to develop strategic partnerships and maintain strong community relationships.
• Strong analytical, problem-solving, and decision-making abilities.
• Self-motivated, innovative, and results driven with a passion for member service.
• Proficiency in Microsoft Office and financial services technology platforms.
• Bachelor's degree in Business, Finance, Marketing, Accounting, or a related field preferred.
• Minimum five (5) years of experience in branch operations, lending, sales management, business development, or relationship management.
• Minimum three (3) years of leadership, management, or supervisory experience.
• Commercial or business banking knowledge and credit analysis experience preferred.
• Valid driver's license and reliable transportation for community, member, and business development activities.