Branch Operations Manager II

Job Description:

PRIMARY FUNCTION:

Responsible for the administration and daily operation of the entire branch.  Their duties will include branch service levels, training, cash management, security, safety, business continuity, sales referrals, and teller line management.  Must provide superior member service by accurately and efficiently performing all member service related transactions in accordance with VACU policies and procedures. Performs thorough needs assessments on each member to strengthen and deepen member relationships while ensuring quality member service.  Acts in the absence of branch manager and is able to handle escalated member issues effectively. Their day-to-day functions will be primarily performed on the platform.

JOB DUTIES AND RESPONSIBILITIES:

• Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through words and actions, aligning employee engagement with VACU’s mission, vision and strategic plan.
• Is responsible for the operational excellence for entire branch.
• Maintain strong working knowledge of employee roles and responsibilities in order to serve as an effective leader, role model, and coach.
• Assists the Branch Manager with human resource processes for all branch staff, including appraisals, disciplinary actions, individual development plan, career development, training, interviews, etc.
• Provide needed direction and coaching in order to ensure the sound performance of all operational and compliance requirements across all areas of the branch.
• Maintain a current working knowledge of financial industry rules, regulations and sound methods and practices.
• Maintain and demonstrate appropriate knowledge of all VACU policies and procedures.
• Direct reports include the Lead Teller and Tellers.
• Develops direct reports in all areas using the appraisal process, performance documentation, individual development plans, career plans and monthly one on one coaching.
• Performs observations and coaching on the teller line in accordance with the sales and service process and procedures
• Ensuring all staff has received necessary operational training and updates including the completion of all required enterprise training.
• Implement, maintain, and inspect security procedures, operational reports, control logs, audits, and certifications in compliance with all current regulatory requirements.
• Identify, investigate and respond to member concerns.
• Develop and implement strategies to capitalize on opportunities, highlight the benefit of our products and services over that of our competitor's, and support overall credit union member services, promotions and member service objectives and expectations.
• Building and retaining member relationships by performing follow – up and courtesy calls to members.
• Responsible for ensuring that business goals and individual member service and sales goals are consistently met.
• Provides quality service by following all member service expectations.
• Responsible for delivering high quality service and needs based sales to members.
• Handles each transaction proficiently and accurately, exercising good judgment and seeking approval for any transaction exceeding assigned levels of authority.
• Demonstrates the ability to provide effective decision making that is in the best interest of VACU, the branch and the member.
• Proficient in the replenishment, settlement, and operations of any automated cash machine.
• Is able to perform all vault related duties and responsibilities in the absence of the Lead Teller.
• Requires notary and signature guarantee certification. Must stay informed of all notary and signature guarantee rules and regulations.
• Manages all aspects of branch staffing, supporting and partnering with Branch Workforce Management, monitoring unplanned absences, sick leave and annual leave requests and totals.
• Responsible for the resolution of all operational errors and exceptions (signature cards, loan setup, rate errors, CIP, CDD, etc.). 
• Responsible for partnering with the Branch Manager on all operational situations involving progressive discipline.
• Proactively identify any potential issues keeping the branch from providing exceptional member service and collaborate on solutions with the Branch Manager.
• Provide recommendations, as needed, to more efficiently meet the financial needs of the members visiting the branch.
• Manage relationships between the branch and all of its internal department partnerships to ensure collaboration in meeting shared company objectives.
• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies. Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security. Report all Risk Management Policy violations in accordance with policy.
• Must develop and maintain a working knowledge of all applicable federal and state regulations including corporate policies and procedures.  Stay up to date on all required loan documents, systems, credit reports and related lending documents.
• May occasionally be requested to fill in at another branch location.
• Other duties may be required and assigned by the supervisor.

JOB QUALIFICATIONS:

Knowledge:     Must be proficient in teller and branch operations as well as consumer lending

Skills: Satisfactory computer skills required

Abilities: Sound judgment; flexibility; initiative; effective communication, public relations skills; ability to lead, motivate and coach; attention to detail; collaboration; and a professional appearance and manner

Minimum Education and Experience:           

• College graduate with concentration in business.  May substitute work experience.
• Significant experience with a financial institution with an emphasis on branch supervisory/management experience.
• Must be able to be actively registered with the Nationwide Mortgage Licensing System and Registry (NMLS).

PHYSICAL REQUIREMENTS:

This job requires the ability to sit and stand for long periods of time. 

This job requires occasionally lifting up to 50 pounds and/or up to 30 pounds frequently.