Branch Manaager - Medical Center

  • Stanford Federal Credit Union
  • Palo Alto, CA, USA
  • Sep 08, 2020
Full time Banking

Job Description

Role:The Branch Manager is responsible for developing a highly engaged, skilled and energetic service delivery team that is highly satisfied with their employment at the credit union.  Under the BM's leadership, this team will excel at meeting their goals and building relationships with members and peers.
Essential Duties and Responsibilities include the following.  Other duties may be assigned.
Strategic and Developmental Responsibilities:
Works collaboratively with the Director of Sales & Services to build a branch system that delivers an outstanding member experience along with a strong sales and team coaching acumen.  Our business model requires a loyal, highly skilled workforce that is motivated to deliver amazing service.  The Branch Manager will identify gaps between the service experience that we seek to deliver and the actual state and work across departmental lines to address these gaps.  The follow are examples and not intended to be an all-inclusive list of responsibilities:

  • Setting branch goals and metrics;
  • Analysing production and performance reports;
  • Identifying staff training needs and coaching to those needs;
  • Identifying tools to improve the staff and/or member experience;
  • Identifying processes, rules, etc. that cause member aggravation and suggesting enhancements and partnering with appropriate departments to resolution;
  • Participating in expanding member relationships through proactive sales efforts;
  • Identifying ways to enhance employee satisfaction.

'The position will be the primary branch team person to lead or participate in projects that impact the branch team.  It is also responsible for the development and accomplishment of an annual operating plan and budget results, consistent with the overall strategic plan of the Credit Union.
Major Duties and Responsibilities:Manage direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including: hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules.  Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.
Performs duties of the Assistant Branch Manager and Member Advisor when appropriate.  Ensures that branch achieves assigned production and member experience goal expectations.  Monitors and responds to member feedback within established service level agreements.
Ensures personnel are well trained in all phases of their respective jobs.  Completes orientation of new employees in overall branch procedures.  Actively participates in cross-training personnel and assures staff is kept abreast of all products and service.  Conducts security training.
Troubleshoots and resolves internal and external inquiries.
Ensures all branch transactions are balanced at the close of each day.  Oversees individual accountability for the handling of cash and assists in resolving balancing problems.
Prepare month-end management reports which apprise executive management of the status of branch activities.
Is responsible for maintaining office building, grounds, equipment and fixtures.
Monitor closely industry trends in lending and deposit operations to feed research and development activities and assure that the company's products, services and processes are remaining competitive.  Manages and oversees expenses.  Pursues cost-saving measures.
Develop and implement annual department budget; review monthly to analyze variances and assure expenditures remain within limits.
Primary Security officer for the branch.  Conducts required security meetings with staff to ensure compliance.  Opens and closes the building in accordance with set hours and tests security equipment quarterly.
Ensures members' requests and questions are promptly resolved.  Handles customers' complaints.  Ensures members are informed of Company services and policies.  Counsel's members regarding their financial needs and services requested.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign policies.
Knowledge & Skills:
Five to eight years of similar or related experience, including preparatory experience.
A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
Interpersonal Skills:
A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.  Communications may involve motivating, influencing, educating and/or advising others on matter of significance.