Assistant Branch Manager

  • Michigan Schools and Government Credit Union
  • Madison Heights, MI, USA
  • May 13, 2022
Full time Banking Customer Service Management

Job Description

Available locations vary: Ann Arbor, Canton, and Madison Heights

Overview of Responsibilities: Assists with leading and managing assigned branch for sales and service operations to ensure the financial objectives, strategic goals, and institutional growth are met in accordance with MSGCU’s policies and state and federal government regulations, and in alignment with our desired member experience.

Essential Duties and Responsibilities:

  • As a leader in the branch, focuses on providing high quality service to all members through a consistent approach to delivering the member experience that includes sales, services, member satisfaction, operational, and people management in order to build strong member (internal/external) relationships and deliver member-centric solutions.
  • As a leader in Retail Services, assists with the development and achievement of sales plans; makes good and timely decisions using sound rationale, available data, and relevant or important factors to ensure the overall effectiveness of the branch and that are in alignment with the organization’s focus and direction.
  • Participates in and supports Business Development efforts, activities and events, to maintain key member groups and develop new relationships.
  • Consistently takes action on new opportunities and tough challenges with a sense of urgency and enthusiasm. Performs all duties related to member services (accepting loan applications, opening new memberships, and all other MSR duties), assists all branch team members as needed, and serves in the capacity of Branch Sales Manager in their absence. Conducts regular sales meetings and observations, and uses the SLS (Sales Leadership Strategies) approach for daily coaching.
  • Directs work for member facing team members (MSR and BSS) by providing clear direction, ensuring work is aligned with organizational and branch objectives and the desired member experience. Demonstrates a systematic approach to distributing assignments and monitoring work.  Delegates and empowers team members to make decisions within their areas of responsibility and removes obstacles to get work done.
  • Ensures accountability by holding self and others accountable to meet commitments; monitoring the performance of the branch team, providing sales coaching and follow-up to develop talent and achieve branch goals; and conducting accurate and straightforward performance appraisals, taking corrective action as necessary when departmental and/or Credit Union objectives are not being attained; exceeding member service expectations and following MSGCU Service Standards by providing superior quality service in a professional, efficient and courteous manner.
  • Works in collaboration with the Branch Sales Manager on branch vision and direction; driving results towards development and implementation of tactics for branch team to attain strategic targets, and assists with annual branch sales plan. Develops strategies to generate ideas and feedback from team members to increase sales effectiveness and enhance productivity and engagement.
  • Schedules team in order to maximize efficient use of Credit Union resources.
  • Assists with conducting branch audits on a periodic basis and prepares audit reports in accordance with security procedures.
  • Develops talent by coaching others to build skills in order to meet both their career goals and the organization’s goals through mentoring, coaching, and relevant development opportunities.
  • Communicates effectively by developing and delivering various forms of communication (written, verbal, presentation), that are in alignment with MSGCU’s philosophy, mission and values, facilitating discussions and actively listening to convey a clear understanding of the needs of team members, regarding expectations, procedure updates, new products and initiatives.
  • Drives engagement by influencing others and by creating a healthy climate where team members are motivated to do their best to help the organization achieve its objectives.
  • Works in collaboration with others regarding team member hiring, development, discipline, promotion, transfer and separation of team members.
  • Assists Branch Sales Manager to build an effective team that applies their diverse skills and perspectives to achieve common goals, engages team in the sales process and effective activities to achieve team and corporate goals.
  • Manages conflict situations by effectively using Crucial Conversations skills, with a minimum of noise.
  • Instills trust by gaining the confidence and trust of others through honesty, integrity, authenticity, and behaviors that align with organizational values. Makes responsible choices and exemplifies courage by stepping up to address difficult issues.
  • Models self-development by actively seeking new ways to grow and be challenged, and exhibits self-awareness by soliciting feedback and through reflection gains productive insight into personal strengths and weaknesses. Applies feedback to personal development using both formal and informal development channels.
  • Demonstrates CML (Creating Member Loyalty)/SLS (Sales Leadership Strategies) skills and provides a positive role model for others including: active listening to seek understanding of members’/team members’ needs, issues in need of resolution, etc. and suggests solutions in the form of appropriate products and services as applicable.
  • Joins area service clubs and organizations to promote goodwill, and represents the Credit Union at trade functions, professional organizations and community activities in order to raise consumer awareness and create MSGCU as top-of-mind.
  • Assists other departments and branches as needed.

Essential Preparation, Training, and Experience:

  • Associate degree in a related field, or the equivalent combination of education and relevant work experience; and
  • 3 years of related, progressively more responsible experience within a financial institution to gain the necessary experience and background knowledge to interact effectively with members and team members, including experience as a teller, member services representative, and in lending areas.
  • Minimum high school diploma or GED required.
  • Supervisory experience preferred.

Essential Knowledge, Skills and Abilities:

  • Ability to coach, mentor, lead, and develop team members using positive management techniques to ensure maximum effectiveness.
  • Ability to deliver a rich and awesome member and team member experience, implementing best practices to drive member and team member satisfaction.
  • A thorough understanding of management procedures with the ability to plan department activities, set objectives, develop tactics, and budget. Possesses the skills necessary to direct team members towards the desired objectives; controlling the function by developing performance standards, measuring results, taking corrective action and rewarding team members as appropriate.
  • Understanding of MSGCU’s products, services, and programs as well as policies and guidelines to provide optimal services to members.
  • Thorough knowledge of the sales process and ability to lead others in sales activities.
  • Above average interpersonal skills necessary to communicate policies, procedures, and objectives to team members at all levels and to represent the Credit Union to outside vendors and the community.
  • Excellent organizational, time, and resource management skills that enable and support collaboration with fellow managers and team members.
  • Proficient with technology and software, including Word, Excel and PowerPoint. Must have above average writing skills.
  • Possesses a track record of leading by example with sales, service, and operational excellence.

Working Conditions:

  • Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
  • Occasionally required to travel throughout MSGCU's service area as business needs require.
  • Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
  • This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 25 pounds.