Retail Branch Performance Manager

8 hours ago

Dublin, California, United States Patelco Credit Union Full time
About Patelco Credit Union

Patelco Credit Union is a not-for-profit financial institution dedicated to building financial health and wellbeing for its members. With a rich history dating back to 1936, the credit union has grown significantly, now serving over 9 billion in assets and operating throughout Northern California.

We strive to create a positive and supportive culture where our team members can thrive. Our mission is to empower our members to achieve their financial goals, and we believe that work should be rewarding, challenging, and enjoyable.

Job Summary

We are seeking a highly skilled and experienced Retail Branch Performance Manager to join our team. The successful candidate will be responsible for partnering with the Director, Retail Branches in coaching and developing a true member engagement culture that supports excellence in service and participation.

Key Responsibilities
  • Assist Branch Manager and Director, Retail Branches in developing and implementing strategies to capitalize on opportunities, highlight the features and benefits of our products and services, support overall credit union member services, promotions and member service objectives and expectations.
  • Support Branch Manager and Director, Retail Branches in developing a culture within branches that fosters quality and continuous improvement on all performance accountabilities and member interactions.
  • Understand and model the Mission, Vision, and Core Values with both team members and members.
  • Work with Branch Leadership and Director, Retail Branches to develop a highly efficient and productive branch team focused on delivering exceptional member service and offering solutions to improve members financial well-being.
  • Advise Branch Managers on gaps in performance on service and solutions. Work directly with Branch Managers on action planning with guidance of Director, Retail Branches.
  • Conduct regular branch visits to inspect and coach to the performance of the branch which includes, but not limited to, team member engagement, execution of branch/region/CU objectives, operational standards, and member experience.
  • Manage and execute talent strategies related to hiring, onboarding and skill development.
  • Supports the career development of team members through consistent coaching, professional development, and purposeful career pathing steps.
  • Create and implement training materials based on performance gaps and region needs.
  • Accountable for investigating and resolving escalated inquires and service issues. Working with other lines of business within the organization to enhance member experience.
  • Acts as an advisor to the region and guides on the tools and resources utilized for success.
  • Develops and inspires Certified Financial Specialists focusing on delivering exceptional member service and offering solutions to improve members financial wellbeing by tailoring recommendations with Patelcos products, services, and digital solutions.
  • Acts as a Subject Matter Expert for projects and initiatives while collaborating with other lines of business within the organization.
  • Build and partner across the organization to ensure strategic alignment and execution of business strategies and initiatives.
  • Support Branch Operations Readiness, Assessment and Action planning to ensure each branch is operating under a strong culture of operational integrity.
  • Act as a subject matter expert on day to day operations of running the region along with the Director, Retail Branches.
  • Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Unions policies and procedures.
  • Assess risk associated with your business processes and identifying control deficiencies to drive the company compliance and risk mindset and business performance.

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