Members First Credit Union



Members First Credit Union

Position Description

Branch Operations Director

(Exempt Position)

Reports to: Vice President of Member Services

Position Overview: The primary purpose of this position is to assist Members First Credit Union to deliver on its Mission: To encourage a better tomorrow. To achieve this mission the position must deliver on our brand promise: We believe in you. Our promise is to be trustworthy, caring, and enthusiastic to help you succeed. You will do this by living out our core values in every service contact to both internal and external members.

o Trustworthy

▪ We deliver excellence through knowledge.

▪ We can be depended upon to do the right thing.

▪ We believe in exceeding expectations.

o Caring

▪ We are committed to encouragement and the power of positivity.

▪ We respect all people, without judgment.

▪ We give the best of ourselves when we join together.

o Enthusiastic

▪ We are hardworking, passionate people.

▪ We encourage maximizing happiness and fun.

▪ We thrive by finding new ways to help.

Major Functions:

• Through leadership, create a positive, empowering environment for team members to allow for goal success and professional development

• Direct the delivery of products/services to members through Branch Managers

• Collaborate in development and implementation of credit union strategic plan

• Participate in general management of the credit union as member of the Management Team

• Create and maintain high levels of quality service by delivering on the Credit Union’s Service Promises in every service situation

Essential Duties and Responsibilities:

The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position. Other duties may be assigned to meet business needs.

▪ Commitment to creating a positive, empowering, work environment, allowing for goal success and professional development

▪ Maintain communication with branch managers, providing support, input, feedback, and guidance concerning their daily operations

▪ Monitor branch activity, including number of transactions, volume, teller errors, loan volume, teller and loan personal sales, new accounts, etc.

▪ Assists with Integration of new products, services, policies, regulation updates, and system upgrades. Ensure that team members are confident and up to date on changes in order to be able to effectively service the membership

▪ Oversees hiring, promotions, transfers, terminations, and other changes in status of assigned employees at the branch level; additional emphasis should be placed on our culture, mission, service promises and standards

▪ Reviews, schedules, trains, directs, and monitors the work of branch personnel; conducts performance reviews; succession planning for each branch location; allocates resources to meet operational needs within the departments; reviews and approves, denies, or modifies department recommendations for subordinates

▪ With the Branch Managers create and implement a coaching development program for the Assistant Branch Manager/Senior MSR group in order to help these core employees to be ready for the next step in the organization

▪ Coordinate round table training opportunities with new accounts staff on a quarterly basis – to provide procedural updates, as well as developing this team for the future growth of the branch

▪ Participates in establishment of annual operational branch budgets and monitors performance to budget throughout the year; establishes annual sales goals in conjunction with VP of Member Services to achieve strategic goal sets of the organization

▪ Collaborate with internal compliance/audit department to ensure the credit union is in compliance with all regulations at the branch level

▪ Maintain a high service level of public relations with the membership

▪ Recommend policies, procedures, and processes that lead to an environment of continuous improvement to the VP of Member Services

▪ Attends community events in branch market to facilitate and develop relationships for the purpose the business development

▪ Attend educational functions as required to enhance knowledge base

These duties are normal for this position. These are not being construed as exclusive or all-inclusive. Other duties may be required or assigned.

Performance Measurements:

• Ability to work autonomously

• Ability to motivate and positively influence others

• Obtains cooperation from team members

• Creates a work environment of empowerment

• Highly organized

• Team oriented

• Has a high level of productivity

• Produces accurate work results

• Readily keeps others informed through clear verbal and written communication

• Maintains a high level of knowledge of credit union products and services

• Strives to exceed credit union, department, and personal goals

• Maintain confidentiality with sensitive information

Knowledge & Skills:

Experience: Five to Ten years of similar or related experience.

Education: Minimum of 2 year degree or completion of course of study; college degree preferred.

Interpersonal Skills: The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important aspect of the job.

Other Skills: Must have in-depth understanding of and ability to interpret regulations affecting within the credit union.

Strong supervisory, PC (technology), compliance, leadership, written and verbal communication skills. Microsoft Office.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment where there is little discomfort or exposure to hazards due to temperature, dust, noise etc.

• While performing the duties of this job, the employee is regularly required to walk; use hands and fingers, reach with hands and arms.

• The employee consistently is required to stand and sit, view computer screen, talk and hear, and lift/move up to 25 pounds.

• Ability to work overtime, attend meetings, seminars and travel.

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