Branch & Operations Manager

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

• Supervise all aspects of daily operations activities of the branch, virtual services and member service Coordinates all department functions in accordance with regulations, policies, principles, and procedures.
• Responsible for the member service and virtual services departments. Including scheduling staff, assigning work, solving problems, helping with complex transactions and sensitive member relations problems, research and explaining policies and procedures.
• Assist in periodic staff meetings to discuss areas needing improvement, changes in procedures, new developments or services, and to present general information and encourage the exchange of ideas.
• Communicate goals and direction with supervisors to ensure staff is in compliance with Credit Union marketing and service delivery goals, is knowledgeable of and offers credit union products and services, answer inquiries and provide information to members on all types of accounts, loans, and other credit union services either in person, by telephone or electronically.
• Apply and evaluate policies and procedures for the branch. Ensure that the branch is in compliance with federal laws and regulations set forth by the NCUA and other regulatory agencies.
• Ensure the security and safety of the branch. Analyze and monitor security and safety policies and procedures on an ongoing basis. Suggest policy revisions.
• Assist supervisors with processing loan applications to ensure completeness of information, process loan requests and obtain documentation relevant to the lending decision.
• Assist accounting department with reconciliations related to ACH, Draft, Shared Branching, member adjustments and other virtual service or member service-related transactions.
• Ensure adequate staffing of the member services and virtual services areas. When needed, perform all Virtual Service Supervisor and Member Service Supervisor job duties.
• Keep management informed in a timely manner of all operations, member service, staff and product related Make suggestions, where appropriate, for product and service improvements.
• Oversee the maintenance of branch including equipment functionality.
• Participate in strategic planning and the implementation of projects derived from strategic initiatives.

SUPERVISORY RESPONSIBILITIES:

• Supervises staff and supervisors of virtual services and member service departments and carries out supervisory responsibilities excluding hiring, firing or disciplining, in accordance with the organization’s policies and applicable laws.
• Responsibilities include planning, assigning and directing work, training employees, rewarding and coaching employees, addressing complaints, resolving problems, and evaluating job performance.
• Maintains smoothly functioning work areas in compliance with standards set by all regulatory agencies.
• Promotes and always provides prompt, professional, helpful knowledge and courteous service while maintaining a positive image of the Credit Union to co- workers, members, vendors and the community.

PERFORMANCE STANDARDS:

Performs function with a minimum of direct supervision while providing direction and management to staff performing varied functions for members of the credit union.

Performance is judged primarily by the level of productivity in the branch, the stability of the staff, and the overall quality of service delivery.

QUALIFICATION REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree from a four-year college or university; and/or two to three years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS: 

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, staff, members, and the general public.

 MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

 REASONING ABILITIY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to focus on details and to prioritize work.

ABILITIES:

Ability to communicate with tact, discretion, and courtesy within and outside the organization. Ability to work independently, manage multiple tasks and priorities. Ability to handle stress in a high volume and fast-paced environment. Ability to maintain confidentiality. Ability to effectively supervise staff.