Branch Operations Manager

Job Description:

BASIC RESPONSIBILITIES:
Oversees the operation of the full-service Credit Union branch. Participates in the creation, implementation and maintenance of policies affecting branch operations. Provides leadership and direction. Coordinates activities to ensure the achievement of Credit Union goals. Guarantees equitable treatment and development of employees. Manages and maintains positive member relations. Develops annual department goals and participates in future planning and budgeting.

ESSENTIAL FUNCTIONS:
1. Provide subject matter expertise and support to managers to resolve technical operational questions and concerns. This includes but is not limited to; reward products, IRA’s, Business Accounts, Shared Branching, Account opening, Remote Deposit Capture, Mobile and Online Banking.
2. Partner with Executives and Managers on product development, service enhancements, training, risk management, procedure development, and process improvement.
3. Lead defined operational initiatives and projects to include detailed project plans and end-to-end execution for on-time delivery.
4. As the BSA Officer, incumbent is responsible for carrying out Board direction, including the implementation of the credit union’s BSA/AML policies, procedures, and processes. Responsible for FinCen filings including, but not limited to, CTR’s and SAR’s.
5. Ensure the credit union is in compliance with defined laws (Federal and State) and applicable regulations. May work with external auditors if requested.
6. Facilitate the delivery of compliance training and identify, develop, administer, and report on internal audit protocols.
7. Conduct time sensitive investigations of potential internal and external fraud including but not limited to, new account fraud, check fraud, online fraud, theft, forgery, identity theft, and elder abuse. Manage fraud cases and losses and provide fraud prevention training and resources.
8. Maintain the day-to-day operation of the branch and call center staff.
9. Provides direct guidance of branch personnel to ensure solid team efforts toward the attainment of branch and Credit Union goals.
10. Ensures that all assigned staff members are properly trained in all phases of their job(s); monitors job performance to maintain compliance with established performance standards. Creates and monitors job performance enhancement and development programs.
11. Trains sales skills and promotes a member needs-based sales environment.
12. Participates in interviews, hiring, and scheduling the work of assigned personnel and, when necessary, disciplines and terminates employees in accordance with union contract requirements and approval from management.
13. Handle member complaints and solve pending problems
14. Complete employee reviews annually
15. Work with other members of the management team to maintain proper staffing levels
16. Participate in the Asset/Liability Committee
17. Handle and resolve staff discipline issues and interface with union representatives when necessary
18. Guarantee security procedures are met in the branch
19. Set and track department goals with other department members
20. Prepare annual goals and department budget
21. Continuously maintains a superior level of knowledge and procedural expertise in all Credit Union functions.
22. Must provide a positive, professional role model of member service through personal example.
23. Holds regular staff, regulatory and sales meetings.
24. Maintains and updates policy and procedure manuals. Ensures staff adherence to established policies and procedures,
25. Prepare for, attend and give reports at monthly board meetings if requested
26. Assist other management personnel with special projects as needed
27. Participate in member events to represent the Credit Union
28. Maintains adequate records on staff training sessions and staff meetings
29. Any other job functions as may become necessary or as assigned by the CO-CEO
Experience, Education, Knowledge, Skills, and Abilities:
• Three to Five years of similar or related experience.
• A bachelor’s degree or achievement of formal certifications recognized in the industry as equivalent to a bachelor’s degree.
• Certified Bank Secrecy Act Compliance Specialist designation; highly preferred.
• The ability to motivate and influence others is a material part of the job.
• Knowledge of Credit Union Law and Regulations
• Knowledge and ability to demonstrate sound business practices
• Knowledgeable of electronic banking equipment, video security systems, electronic funds, and transfer technology.
• Ability to coach and train staff and managers at their level.
• Solid knowledge of financial concepts, products, and services in a financial environment.
• Professional verbal and written communication and presence.

This job description is meant to be representative of the necessities of the Branch Operations Managers job. It is not intended to be all-inclusive and is subject to change at any time as Credit Union needs arise.