Member Experience Manager
GFA is looking for a motivated individual with retail banking experience that will be responsible for the management and oversight of the operational and administrative success of the credit unions Branch/Retail division.
As the Member Experience Manager, the right individual will be responsible for overseeing the operations of multiple branches within the credit union's network. They will lead a team of branch managers/supervisors to ensure operational excellence, consistent member experience, compliance with regulations and policies for each location and achievement of key performance indicators (KPIs).
They will take the lead in creating the best member experience team throughout the region by providing leadership, direction, coaching and accountability to the Branch Managers/Supervisors who oversee day to day operations in their branches by hiring, providing employee development, lending and product sales coaching, project support and member growth.
The Member Experience Manager is dedicated to working with the entire branch operations leadership team to create and sustain a culture that is filled with people who are Curious, Empowered, Compassionate, Accountable, Present, and Remarkable and driven to achieve. They will work collaboratively with the entire branch operations leadership team and support departments to assure that our team is optimally engaged and fulfilled in their work and, as a result, the member experience is superior, and goals are achieved.
This individual will play a pivotal role in developing and implementing training programs in collaboration with the other Member Experience Managers and trainer, fostering collaboration among all locations, and maintaining a high level of employee accountability.
Additionally, they will work closely with the Vice President of Member Experience to align retail strategies with the credit union's overall vision and objectives.
Essential Functions and Responsibilities:
- Hire and oversee branch managers/supervisors directly and branch staff indirectly. Implement performance improvement plans as necessary and recognize outstanding performance. Provide coaching and support to branch managers/supervisors in managing their teams effectively.
- Commit to leading and managing in a way that creates an environment in which accountable employees thrive. Lead Branch Managers in performance, coaching, and development of themselves and their employees, including hiring, training, developing, and performance management.
- Foster a positive and inclusive team environment that promotes employee engagement and retention.
- Oversee the development and monitoring of performance standards. Provide mentoring and coaching to support and develop branch managers/supervisors and retail staff.
- Work with branch managers/supervisors to ensure that their branches are staffed with team members that are engaged, embrace and demonstrate our core values, fulfilled in their work, properly trained, and receiving regular feedback on performance.
- Provide support to the branches under their supervision by covering shifts as needed.
- Provide leadership, guidance, and support to branch managers, ensuring they achieve their objectives and KPIs. Monitor branch performance and take proactive measures to address any deviations from targets.
- Assist branch managers/supervisors in resolving complex member complaints.
- Oversee the lending functions of the branches through branch managers/supervisors. Monitor adherence to sound credit practices, procedures and policies.
- Ensure the soundness, security and safety of each branch. Oversee risk management efforts to mitigate potential risks and maintain a safe and secure environment.
- In collaboration with other Member Experience Managers, develop and maintain comprehensive training programs for branch staff to ensure consistent member service quality and compliance across the entire retail team. Identify operational inefficiencies and collaborate with branch managers/supervisors to implement best practices. Deliver or coordinate training sessions as needed and assess the effectiveness of training initiatives. Foster a culture of continuous learning and development within the retail team.
- Support branch managers/supervisors by visiting branch locations and building employee relationships. Resolve escalated concerns of credit union members and/or employees with a goal of retaining membership and employees. Serve as a back-up for all branch managers/supervisors in their absence.
- Contribute to the development and execution of the Credit Union's strategic plan. Align retail strategies with the credit union's overall vision and objectives. Provide input on market trends, member needs, and potential growth opportunities.
- Assist in appropriate vendor due diligence and periodic invoice review.
- Other duties as assigned.
Additional Responsibilities:
- Model and promote the behaviors of the Credit Union’s core values, actively work to enhance the member and employee experience throughout the Credit Union.
- Actively participate in the Credit Union’s Community/Civic Engagement Program, taking on leadership roles and contributing to the betterment of the communities GFA serves.
- Act as a role model for staff by completing tasks in a timely and accurate manner. Demonstrate a commitment to learning by cross training on other functions as required.
- Participate on relevant committees, as assigned.
- Complete and attend mandatory training and/or online assignment for regulatory compliance.
- Adhere and comply with credit union and regulatory agencies (i.e. NCUA, State, Federal) policies and procedures.
Knowledge and Skills:
- Minimum of 5 years of experience in retail banking, with at least 3 years in a leadership or management role.
- Experience and full proficiency in all branch responsibilities.
- Proven track record in driving operational excellence, compliance, and employee development.
- Strong understanding of regulatory requirements in the financial industry.
- Excellent interpersonal and communication skills with the ability to foster collaboration and build relationships with internal and external stakeholders.
- Strong written and verbal communication skills.
- Strong organization skills and the ability to multi-task.
- High level of confidentiality and accuracy.
- Flexibility and the ability to adapt to change.
- Microsoft Office Suite
Physical Requirements:
- General office environment
- Ability to stand for long periods of time
When submitting application please include your salary requirements. Applications without the requested information will not be considered. No phone calls please.
GFA offers competitive wages and an excellent benefits package which includes: medical, dental, vision, STD, LTD, Life, 401K with match and more. For more information visit our website at www.gfafcu.com.
GFA is an equal opportunity employer
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