Branch Experience Manager

SUMMARY

The Branch Experience Manager is responsible for directing and managing all the administrative functions of the branch experience area in their assigned branch, in accordance with best practices, industry standards, legal and regulatory requirements, and internal policies and procedures to ensure the implementation of the organization’s branch strategic objectives. This includes, but is not limited to, the management and oversight of the following area functions:

1. Member experience
2. Measurement of branch performance – Key Performance Indicators (KPIs)
3. Process engineering and improvement
4. Branch Campaign Management
5. Development of team members
6. Promoting consultative culture in the branches

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience: High School Diploma and a range of 3 to 5 years in related management experience and/or training in banking, finance, or retail sales; and/or equivalent combination of education and experience. Demonstrated leadership roles in previous positions desirable. Bilingual in English and Spanish is preferred.
• Certificates, Licenses, Registrations: None required, Public Notary Certification preferred.

ESSENTIAL FUNCTIONS

• Actively manage and direct all daily operations of the branch to ensure efficiency and optimal member service levels. The activities include scheduling, hiring, training, coaching, and managing staff, opening and closing the branch, process improvement, workflow management, budgeting, expense control, administrative and sales activities.
• Ensure branch daily operations is within compliance with all security, risk, legal and regulatory policies, and procedures. Facilitating daily, monthly, quarterly, and annual audit functions.
• Identify and implement programs and processes to support the organizations overall strategic initiatives.
• Continually measure key performance indicators for the branch.
• Participate in business development events to grow the company’s network and expand its business. Evaluate and advise on the impact of long-range planning, and external communication.
• Assist Business Development in directing and managing activities surrounding Select Employer Groups “SEG” relationships including events.
• Provide timely and accurate analyses of budgets, project proposals and business trends in each branch’s immediate market area.
• Support Mirastar’s philosophy of promoting company culture through mentoring, coaching, individual and team development, including but not limited to timely, candid, and constructive feedback through weekly check-ins and huddle meetings.
• Promote a consultative culture that ensures the staff receives proper training to demonstrate abilities to cross-sell products and services that meet member needs coupled with metrics to measure performance.
• Responsible for developing branch employees to their fullest potential providing challenging opportunities that enhance employee career growth with the goal of career pathing each employee and developing the appropriate talent pool. Build bench strength encompassing succession planning, recognizing and rewarding employees for accomplishments.
• Utilize critical thinking in solving complex staffing and personnel challenges independently and without close supervision.
• Investigate and resolve complicated member issues beyond the scope of the branch staff.
• Other duties as assigned.
• Compliance with the Bank Secrecy Act, OFAC and USA PATRIOT Act including but not limited to completing Member Identification Program requirements for new customers, accurate completion of new account activity profile, CTR, Monetary Instrument log and reporting of suspicious activities to your supervisor and BSA Officer.

KNOWLEDGE, SKILLS, AND ABILITIES

• Detail-oriented, self-starter who can work independently.
• Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally at all levels.
• Effective interpersonal and interdepartmental skills with the ability to work with all levels of staff, management, and members in a professional, approachable, and positive manner.
• Strong Executive Presence & Leadership ability.
• Maintain thorough and current knowledge of all federal, state, and local regulations as well as internal policies, procedures, products, and services.
• Computer literate and proficient in software applications, financial analysis programs, Adobe Acrobat, online research tools and MS Office: Word, Excel, PowerPoint, and Outlook.
• Hungry: Always looking for more. More things to do. More to learn. More responsibility to take on. Self-motivated and diligent. Constantly thinking about the next step and the next opportunity.
• Hungry: Demonstrates a strong drive for continuous learning, growth, and expanded responsibility. Self-motivated, diligent, and proactive in identifying the next step and the next opportunity to contribute.
• Humble: Operates with low ego and high respect for others. Actively recognizes and elevates the contributions of teammates, prioritizing collective success over personal recognition. Approaches work with openness, respect, and a collaborative mindset, welcoming diverse perspectives, and constructive feedback.
• Works Intelligently: Demonstrates strong situational awareness and sound judgment. Understands group dynamics, uses intuition, emotional intelligence, and thoughtful decision making to navigate complex interaction to achieve the best outcomes.
• Supervisory Responsibilities: Manages all staff and vendor relationships associated with Branch Experience. Ensures effective coordination, workflow, and performance within these roles. Performs supervisory duties in accordance with organizational policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; evaluating performance; and providing recognition, coaching, or corrective action as needed in line with established standards.

PHYSICAL REQUIREMENTS

The physical demands described below 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 position’s essential functions.

• Full-time hours required, with additional work hours as necessary to accomplish objectives, goals, and projects.
• Occasionally lift and/or move up to 10 pounds.

EEO STATEMENT

Mirastar encourages diverse applicants to apply for all positions. Mirastar does not discriminate in employment opportunities or practices on the basis of race, color, religion, creed, sex, familial status, marital status or domestic partner status, national origin, age, disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition including genetic characteristics, veteran or military status, sexual orientation, gender identify, gender expression, any persons holding an undocumented “AB 60” driver’s license, or any other characteristic protected by law. This provision also includes the perception that anyone has any of the above characteristics or is associated with a person who has or is perceived as having any one of these characteristics. Discrimination based on any of these protected classifications is unlawful and is a violation of company policy. The Company makes all employment decisions without regard to these protected statuses and does not tolerate harassment or discrimination.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Mirastar Federal Credit Union reserves the right to revise or change job duties and responsibilities as the need arises.