Job Description:

PRIMARY FUNCTION:

Leads and coaches branch managers and all branch employees to sales and service excellence.  Supports strategic initiatives through effective coaching, operating practices and employee development.  Work closely with branch management team to ensure quality performance with compliance, operations, security, branch audits, sales and service. Create and develop key processes to monitor progress i.e. branch employee referral system, cash outages, operational losses and branch audits.  Ensure the delivery of high quality service and consultative sales to members.

DUTIES AND RESPONSIBILITIES:

·         Ensure the delivery of quality service, consultative sales, operating policies and procedures and general human resource functions to include approving requests for new positions, interviewing candidates, resolving employee’s issues, review and writing performance evaluations.

·         Ensure new hires transition appropriately from training to the branches. Communicate sales and service standards and expectation to all new hires.

·         Works with SVP of Branch Sales and Service to establish goals and ensure that member service and sales objectives are consistently met by coaching and developing branch staff to achieve results that support our members’ financial goals.

·         Partner with Branch Managers, Asst. Branch Managers, Teller Managers, MSOS, Internal Audit, Security to assure that all branches meet compliance standards and guidelines.

·         Oversee assigned branches to ensure that business and member service and sales goals are consistently met

·         Coach and develop branch managers to results that support strategic initiatives and goals

·         Observe and coach member interactions with branch staff

·         Develop skills of branch managers and their staff by partnering with the Training Department to support the business objectives

·         Design specific “Action Plans” for each branch manager and follow up monthly to track development

·         Partner with Member Services leadership team to establish goals for branches to support the strategic initiatives

·         Partner with Member Service leadership team for consistent service, sales and operations across all member delivery channels

·         Provide effective rewards and recognition to branch staff

·         Reply to and resolve member complaints

·         Review various reports for trends (sales performance, service levels, overtime, fee waivers, teller outages, operational outages, audits etc.) and recommended actions/next steps

·         Participate in branch budget process

·         Foster and develop partnerships between branch management and all business units

·         Establish and maintain effective working relationship with branch personnel and other departments throughout VACU

·         Partner with and accountability to MSOS for branch operations

·         Complete all required BSA and OFAC training.  Report all suspicious activity to Security.  Hold staff accountable for compliance with BSA and OFAC policies and procedures by invoking appropriate disciplinary action when violations are discovered; and ensure that all staff complete required training programs. 

·         Other duties as assigned

Salary Range: $94,944 - $114,000