Branch Manager

POSITION DESCRIPTION

Title: Branch Manager

Reports To: Regional Manager of Branches

Salary Grade: Exempt Department: Operations

Mobile Device Eligible: Yes # Supervised Staff: Varies by branch Laptop: No Cell Phone: Yes

The Branch Manager is responsible for leading all aspects of managing the Branch including member service and membership growth for his/her Member Branch in alignment with the organization’s Service Delivery Strategy.

1)Leads an extraordinary member branch operation that is adequately staffed with welltrained and motivated enthusiastic. Ensures Partners perform in a safe and sound manner and consistently utilize corporate service standards to deliver an extraordinary service experience for all Members and Staff.2)Interviews and supervises branch employees who actively support the overall service delivery strategy. Responsible for training, certification, consistently coaching, conducting regular/yearly reviews, and developing employees for advancement.3)As a working Manager, interacts with members to help meet their needs. Educates and trains Members on how to utilize convenient services, including products, online banking technology where applicable, and encourages increased use of the cooperative while building and increasing member engagement.

IDENTIFYING INFORMATION

MAJOR ACTIVITIES

1)Service expectations of members are exceeded (as measured by Member Satisfaction Surveys )through consistent application of providing extraordinary member service when conducting member transactions with few, if any complaints.2)The branch is adequately staffed to meet member needs (with minimal overstaffing and unwanted turnover).3)Ensures established performance objectives, as identified in the Success Plans, are met orexceeded.4)Employees are thoroughly trained and certified according to their respective job functions and appropriately developed for future opportunities.5)Assigned branches operate efficiently, under appropriate operating controls and is compliant with applicable state and federal laws/regulations.6)Performance reviews in the primary areas of responsibility are completed on or before the review date, and are supported by the consistent coaching, observations and interactions with the employees.7)Work schedules in the primary area of responsibility are published within established guidelines,

CRITICAL RESULTS 4) Establishes expectations, manages results, holds regular and engaging staff meetings to

communicate results, relays expectations, and recognizes successes and opportunities for

improved/enhanced performance.

5) Ensures assigned branch is operating efficiently and reliably, in compliance with applicable laws,

regulations, and rules, have appropriate operating controls to mitigate risk, and are performing

at a high level.

6) Provides support with budgets, reporting, and operating plans for the branch and projects

impacting the branch.

7) Performs other duties as required including representing WFCU at community and public

events.

a) Driving to a different branch or work events.

b) Help other branches when needed with staff or managing branch when asked.

8) Perform other duties as assigned.

maintaining adequate service levels to handle predicted member volume, including management coverage.

8)Branch operating expenses are within budget and documented.9)Reports are prepared as directed and used to monitor performance to expectations, recognizetop performers, identify problem areas, manager service levels and staffing, address errors andquickly correct deficiencies.10)Operational processes and company policies are consistently applied and maintained.11)Maintains the highest degree of confidentiality and professional discretion.12)A positive, motivating, and fun workplace is maintained for members and employees alike.

A.Specialized or Technical Knowledge and Skills:

1)High school diploma or the equivalent.

2)Must have at least two to five years minimum in the retail financial services industry with atleast two in a supervisory position. Familiarity with supervising a consultative service operationis a plus, as is a proven track record in meeting and exceeding expectations and objectives.

3)Must have business management experience to include: process management, operational

analysis, report writing, presentation and writing skills, and use of technology solutions.

4)Must have a demonstrated ability to interview, coach and develop staff to create a team

environment.

5)Must be able to learn and use a variety of software applications such as Microsoft Office(Outlook, Word, Excel and PowerPoint) and the credit union’s core processing systems.

6)Must have a valid state Drivers License at all times. Must be bondable.

QUALIFICATIONS

7)Excellent communication skills, including but not limited to, written and verbal.

B.Behavioral Competencies: Behavioral competencies are the skills and personal characteristics that anindividual should possess in order to be successful in this position.1)Core Competencies: Core competencies are consistent for all positions across the organizationand are aligned with WFCU’s core values and the Three Stakeholder Model.a.Member Focus (internal and external): Builds member confidence, is committed to increasingmember satisfaction, sets achievable member expectations, assumesresponsibility for solving member problems, ensures commitments to membersare met, solicits opinions and ideas from members, responds to employees.

b)Dependability: Meets commitments, works independently, accepts accountability,handles change, sets personal standards, stays focused under pressure, and meets

attendance/punctuality requirements.

c)Integrity/Ethics: Deals with others in a straightforward and honest manner, isaccountable for actions, maintains confidentiality, supports company values, conveysgood news and bad.

2)Job Specific Competencies: The position requires an individual who is able to maintaincomposure in a variety of situations. The following stand out among a long list of behavioralcompetencies for this position:a)Leadership: Leads through change and adversity, makes the tough call when needed, buildsconsensus when appropriate, motivates and encourages others.b)Managing for Results: Sets challenging and productive expectations for team, keeps teamaccountable for actions, provides leadership and motivation, provides resources andsupport, uses checkpoints and data to track progress, sets up systems and processes tomeasure results.c)Managing Performance: Applies clear/consistent performance standards, handlesperformance problems decisively and objectively, is direct but tactful, provides guidanceand assistance to improve performance.d)People Development: Provides feedback and coaching, rewards hard work and risk taking,takes mentoring role, challenges and develops employees, accepts mistakes, provides

visibility/opportunity.

e)Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has

necessary technical skills, understands company mission/values, keeps job knowledge

current, is in command of critical issues.

C.Physical Demands: The physical demands described here are representative of those that must bemet by an employee to successfully perform the essential functions of this job. Reasonableaccommodations may be made to enable individuals with disabilities to perform the essentialfunctions. While performing the duties of this job, the employee is frequently required to standand walk. The employee is occasionally required to sit; use hands to finger, handle, or feel; reachwith hands and arms; climb or balance and talk or hear. The employee must occasionally lift and/or move up to 50 pounds.D.Work Environment: The work environment characteristics described here are representative ofthose an employee encounters while performing the essential functions of this job. Reasonableaccommodations may be made to enable individuals with disabilities to perform the essentialfunctions. The noise level in the work environment is usually moderate.

EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

WEOKIE does not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.