Branch Operations Supervisor

2 weeks ago

Texas City, Texas, United States Texas Dow Employees Credit Union Full time
Position Overview: The Branch Operations Supervisor collaborates closely with the Branch Manager to mentor, develop, and guide team members towards achieving personal, branch, and organizational objectives while ensuring an outstanding member service experience. This role promotes a positive and proactive environment, effectively motivating staff to pursue goals by aligning with the Credit Union's strategic plan and enhancing member interactions, key initiatives, and community engagement. Establishes robust member relationships and imparts effective techniques. Utilizes analytical skills to address challenges and devise solutions when policies or procedures are involved. Makes informed exceptions to policies based on business judgment and risk assessment.

Key Responsibilities:
  • Leadership by Example: Engages in banking services (such as opening deposit and loan accounts), meets sales targets (cross-selling banking products and services including partner referrals), educates members on digital solutions, and conducts proactive outreach activities with both members and non-members. These activities are essential for maintaining and enhancing sales and service capabilities, as well as providing coverage during training and staffing shortages.
  • Business Acumen: Operates with an entrepreneurial mindset, making independent decisions, including overrides in consumer lending, check hold decisions, and fee waivers. Leverages all available information to make optimal decisions at the point of service, ensuring risk mitigation while delivering exceptional member service.
  • Issue Resolution: Takes ownership of member concerns until resolved. Addresses inquiries promptly, courteously, and accurately. Elevates member feedback to management and follows up with members to support Net Promoter efforts. Treats members and colleagues with professionalism, respect, and empathy, particularly in challenging situations. Keeps the Credit Union's mission and values at the forefront when navigating difficulties.
  • Enhancing Member Experience: Cultivates a positive member experience in the branch by developing staff, monitoring service standards through role-playing, observations, coaching sessions, and providing immediate feedback. Responsible for elevating feedback that impacts the Net Promoter Score and implementing tools and programs to enhance member satisfaction.
  • Training and Development: Ensures employees possess strong technical and service skills by providing in-branch training or coordinating appropriate training sessions with the Branch Manager. Keeps the Branch Manager informed of employee progress, achievements, and areas for improvement to support performance evaluations.
  • Team Engagement: Collaborates with the Branch Manager to utilize internal recognition programs and engagement strategies to motivate and reward team members for their contributions and results.
  • Branch Operations Management: Designs staff schedules to ensure adequate coverage according to procedures. Assesses coverage needs during peak periods and provides schedules in a timely manner. Monitors cash operations and conducts branch self-audits in accordance with established policies. Manages branch budget, purchasing, and record retention policies.
  • Community Involvement: Actively participates in community development initiatives as assigned to support the Credit Union's mission and business development goals. Engages in marketing and promotional activities such as financial presentations at local events and trade shows.
  • Compliance: Completes all mandatory compliance testing punctually. Implements necessary processes as required by regulatory standards and Credit Union policies.
Qualifications:

Education: High School Diploma or equivalent combination of education and experience is required. Additional training in banking, loans, or new accounts is preferred.

Experience: A minimum of 3-5 years of experience in member service, banking, new accounts, and lending is required. Demonstrated progressive experience and authority with a proven track record of meeting or exceeding individual and team sales objectives.

Skills and Abilities:
  • Proficient in coaching and developing individuals with varying levels of experience. Ability to influence colleagues and indirect reports to achieve results.
  • Skilled in building relationships and networks both within and outside the organization to support overall goals.
  • Capable of fostering a results-oriented culture where accountability drives individual and team performance.
  • Strong attention to detail, particularly when managing numerical data and names in a fast-paced environment.
  • Excellent interpersonal communication skills, demonstrating courtesy, tact, and diplomacy.
  • Ability to prioritize tasks effectively and manage a diverse range of activities.
  • Proficient in troubleshooting technology-related issues and assisting members with online banking and mobile banking.
  • Demonstrated ability to understand and resolve member issues satisfactorily.
Physical Requirements:
  • Regularly required to stand, walk, and sit while performing essential duties.
  • Specific vision abilities required include close vision, distance vision, and the ability to adjust focus.
  • Moderate noise level in the work environment.
  • Up to 20% travel may be required.
Disclaimer:

Texas Dow Employees Credit Union is an equal opportunity employer, committed to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin, or other status protected by federal, state, or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.

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