Member Experience Manager II

Overview

Under the direction of the Regional Manager, the Member Experience Manager II is responsible for leading overall branch performance through strategic leadership, relationship-based growth, and exceptional member experience. The role drives success through high-impact community engagement, management of top depositor and business relationships, and strong collaboration with internal business partners (Business Development Officers, Commercial teams, and others). The Manager partners with the Member Experience Supervisor to ensure operational excellence and consistency across all branch functions. Oversees a mid-sized branch and drives growth in established or new markets with advanced leadership and coaching.

Key Responsibilities

• Develop and implement strategies that enhance member experience, satisfaction, and retention.
• Manage and lead the branch team, ensuring high performance and achievement of deposit portfolio and loan production goals.
• Lead employee development focused on relationship-based growth, sales performance, and referral excellence.
• Coach employees to uncover member needs and build full relationships across deposits, loans, and partner referrals.
• Focus on developing essential qualities for future leaders, such as critical thinking, collaboration, and decision-making skills, to inspire employees and prepare them for greater responsibilities.
• Collaborate with Business Development Officers, Commercial teams, and other business partners to support growth initiatives and deepen member relationships.
• Manage relationships with top depositors and business client portfolios to drive growth and retention.
• Analyze member feedback and performance data to identify trends and implement improvements.
• Ensure sound operation of the branch, including risk management, security, quality standards, expense control, and compliance.
• Lead and participate in community development and engagement activities that strengthen branch visibility and support portfolio growth.
• Represent St. Mary's Bank at industry and community events to promote our brand and products.

Core Skill Competencies

• Communication: Clear and effective communication skills, both written and verbal.
• Leadership: Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.
• Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.
• Risk Management: Identify and mitigate risks.
• Regulatory Knowledge: In-depth knowledge of federal, state, and local regulations related to residential lending.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer.
• Occasional standing, walking, and reaching.
• Occasional lifting of office supplies, up to 30 pounds.
• Travel may be required for meetings, conferences, and other work-related events.

Qualifications

• Minimum 5 years of managerial experience in the financial sales and service industry.
• Bachelor's degree in business management or related work experience.
• Proven track record in loan origination, sales, member service, compliance, and branch operations.
• Experience in community development and engagement.
• Flexible schedule, including evenings and weekends.
• Strong initiative, professional presence, and excellent communication skills.

Role Scope

• Typically leads a mid-size branch of between $60 to $100 million.
• Overseas team of 6 to10 staff members
• Community development and engagement expectations represent a minimum of 20% of overall role focus.