Title: Branch Manager (I,II, Senior)
Reports to: Director of Sales and Member Experience
Supervises: Assistant Branch Manager, Concierge, Member Services Representative
Status: Exempt
Objective:
In a Tier I Branch designation or having several years’ proven experience achieving successful results across Sales, Member Care, Operational results, Associate results, and Community Engagement - the Senior Branch Manager is responsible for planning and directing all branch sales, service and operations related activities, coaching and developing associates to deliver on our mission and provide great member care, engaging in the community and calling on local businesses.
This high-contact sales and leadership position requires the ability to engage effectively with members and associates in person, by telephone and in writing along with the ability to work in a fast-paced and results-driven environment.
Duties and Responsibilities:
- Leads, motivates, and consistently coaches associates to deliver on our mission to enrich the financial lives of members, provide excellent member care, and achieve all sales, service, and operational goals
- Develops associates through ongoing coaching, one-on-one meetings, performance reviews, career development discussions, and succession planning efforts
- Establishes clear expectations and fosters a culture of accountability, engagement, collaboration, continuous improvement, and results
- Proactively develops business relationships both inside and outside of the branch to grow membership and business relationships through dedicated outreach and calling activities
- Maintains active involvement in the community, including participation in chambers, networking organizations, and community events while developing key business and community relationships
- Monitors and analyzes branch performance metrics to identify opportunities for improvement, implement corrective actions, and administer sales incentive programs
- Develops and implements strategies to increase member satisfaction, deepen member relationships, and drive business growth
- Handles member and internal partner inquiries and resolves issues promptly, professionally, and effectively
- Establishes and nurtures collaborative relationships with interactive tellers, back-office teams, and the sales units of Business Services, Mortgage, Wealth Management, and other departments to ensure seamless operations and an exceptional member experience
- Proactively calls targeted leads to ensure members are taking full advantage of their membership and all applicable products and services
- Manages the overall operations of the branch, ensuring adherence to operational, security, risk, and regulatory policies and procedures
- Recruits, hires, and effectively onboards new branch associates
- Schedules staff, conducts one-on-one meetings, performance reviews, and career development discussions, and maintains accurate associate records, including time and attendance, cash discrepancies, and performance documentation
- Oversees branch facilities to create a welcoming and professional environment that supports an excellent member experience
- Leads branch-level projects and initiatives that drive operational excellence, improve member experience, strengthen sales performance, and support organizational objectives
- Develops strong cross-functional partnerships and collaborates with internal stakeholders to improve outcomes for members, associates, and the organization
- Identifies opportunities for process improvement, operational efficiencies, and business growth and leads implementation efforts when appropriate
- Serves as a trusted resource to associates and branch leaders by sharing knowledge, onboarding and mentoring peers, and supporting branch network success
- Registers with and maintains active status in the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO), including completion of all required training and compliance requirements as directed by KEMBA
- Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
- Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
- On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
- Relates to others beyond giving and receiving instructions:
- Communicates with coworkers or peers without exhibiting behavioral extremes
- Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
- Responds appropriately to criticism from a supervisor
- Performs other duties as required by management
Required Qualifications
- Undergraduate degree in Business, Finance, or a related field; or an equivalent combination of education and experience
- One or more years of management experience in a sales environment
- Three or more years of financial services experience
- Consistent demonstration of strong results in sales, member experience, operational controls, and team leadership
- Strong organizational, analytical, and problem-solving skills
- Professional demeanor and effective communication skills
Desired Qualifications
- Candidates may be considered for higher-level Branch Manager positions based on demonstrated experience and success in the following areas:
- Progressively responsible financial services management experience
- Proven track record of leading high-performing teams and developing future leaders
- Experience leading complex branch operations and larger branch teams
- Demonstrated success driving sales growth, member satisfaction, operational results, and community engagement
- Experience leading branch-level or organizational projects and strategic initiatives
- Ability to mentor, coach, and support other branch leaders across the organization
- Teller and account assistance experience
- Previous Branch Manager or Assistant Branch Manager experience
Physical Demands
The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.
The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.
Eligibility
- Laptop: Yes
- Remote/Hybrid Work: Yes
- Cell Phone Reimbursement: No
- Vehicle Reimbursement: No
- Incentive(s): Yes
Position Level Notice
This position may be filled at the Branch Manager I, Branch Manager II, or Senior Branch Manager level. Placement within the Branch Manager career path will be determined based on the selected candidate's experience, demonstrated leadership capabilities, performance history, and overall qualifications. Compensation will be commensurate with the level and experience of the successful candidate.
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