- Senior
- Ufficio in Janesville
Job Description
District Manager
Job Classification: Full Time
FLSA Status: Exempt
Department: Member Services
Reports To: Director of Retail Operations
Senior Leader: SVP - Chief Experience Officer
Job Overview
The District Manager is responsible for providing strong leadership to the Branch Managers to achieve member satisfaction and growth. This position directly manages and coaches 4-6 Branch Managers and oversees all aspects of daily operations for 4-5 retail branches. The District Manager will utilize their expert management and member service skills to ensure that exceptional member service is consistent across all branches in their district.
Major Tasks, Responsibilities and Key Accountabilities
- Leads a motivated team of Branch and Floating Branch Managers with responsibility for supervision, recruiting, coaching, achievement of Credit Union goals, operational efficiencies, development of member relationships, and ensuring member service expectations are consistently exceeded.
- Serves an essential role in managing results by connecting Credit Union strategic objectives to branch behaviors and deliverables.
- Assesses branch operational functions to increase efficiency and presents recommendations for improvement as well as implements approved changes.
- Trains Branch and Floating Branch Managers to ensure consistency of the member experience throughout the branch network.
- Meets with Branch and Floating Branch Managers to evaluate training comprehension and performance.
- Resolves any escalated member concerns.
- Identifies talent for current and future staffing needs.
- Acts as a Subject Matter Expert (SME) representing Branch Operations when working with other departments and project teams to ensure the best possible outcomes for the Credit Union.
- Works with leadership to set annual and monthly goals for service and production. Monitors and measures key performance indicators and implements steps to address any shortfalls.
- Demonstrates cooperative efforts in working with other departments while encouraging similar behavior from staff.
- Actively participates in the community as a reflection of the credit union’s goal for strong community involvement.
- Takes responsibility for consistency in branch functionality and appearance, including safety and security. Works with Facilities Department to ensure safety and security at all branches, as needed.
- Follows Processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA) Anti-Money Laundering (AML), and Combating the Financing of Terrorism (CFT). Complete required, annual BSA/AML/CFT training to ensure you understand your responsibilities that apply to BSA/AML/CFT, including:
- Prohibited Account Types
- SARs (Suspicious Activity Report)
- OFAC (Office of Foreign Assets Control)
- Monetary Instruments
- Record Retention
- Responsible for managing and supporting member service Net Promoter Score (NPS) and Member Effort Score (MES) initiatives throughout the district.
- Responsible for networking within communities to grow and attract new business.
- Creates an environment that promotes and fosters collaboration, teamwork, and financial discipline.
- Makes decisions and follows policies and procedures for the safe keeping of credit union personnel, assets, and facilities.
- Demonstrates a work style that is consistent with BHCCU’s values and takes personal responsibility for own learning and development to support those values and the credit union’s success.
- Covers for Branch Manager vacations and absences.
- Performs other duties as assigned, including filling in for any branch position.
The above responsibilities are intended to describe the general nature and level of work being performed by the person in this position. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.
QUALIFICATIONS and COMPETENCIES
EDUCATION and EXPERIENCE
- Bachelor’s Degree in a related field or an equivalent level of knowledge, skills and abilities typically acquired through work experience.
- Minimum of 5 years of retail branch experience and 3 years of branch management experience.
COMPETENCIES
- Ability to multitask, delegate, set deadlines, and prioritize.
- Previous experience leading a team and delegating daily work.
- Previous experience improving procedures and standards.
- Previous experience developing community partnerships.
- Previous experience preparing an annual budget.
- Pass the pre-employment drug test and background check.
- Must possess strong interpersonal skills, maturity, and good judgment.
- Must possess well-developed skills in verbal and written communication.
- Role model of positive personal projection as demonstrated by professional appearance and attitude.
- Comfortable working in a complex, competitive, and rapidly changing environment.
- Ability to analyze and resolve situations independently.
OTHER (PHYSICAL, MENTAL, AND VISUAL SKILLS)
Physical Job Requirements
- Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically less than 8 pounds).
- Ability to move about and communicate with a diverse membership and employee group.
- Ability to accomplish the described responsibilities using computers and technology.
- Ability to sit and/or stand for extended periods of time.
- Ability to work in a changing, challenging, and fast paced work environment.
- Variable stress levels.
- Provide own transportation.
- Occasional business travel.
Environmental Job Requirements
Typically located in a comfortable, quiet indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, strong drafts, or bright lights.
