Senior Branch Manager
4 weeks ago
Description
The Senior Manager, Experience Center (XC) oversees all aspects of the daily operations of a larger or more complex XC, deepening and acquiring member relationships and ensuring member service levels are consistently exceeded.
Primary Responsibilities:
- Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
- Coach and develop Assistant Managers in the areas of quality, productivity, employee relations/coaching and evaluation, member sentiment, ensuring high levels of performance
- Implement credit union business strategy at XC level
- Back up Director in various leadership aspects, as required
- Own regional initiatives, such as policy or procedure changes and strategic updates
- Leverage key performance metrics and data to provide insights and make strategic business recommendations
- Fully handle all escalated member issues within the region, resolving on a timely basis to satisfaction
- Maintain and enforce systems, policies, procedures and productivity standards
- Ensure member service projects (change initiatives) meet objectives on time and on budget
- Partner with Assistant Managers in handling all aspects of XC operations (including monthly self audit, general ledger audits, balancing debit cards, locating transactional errors, cash and vault balancing, negotiable items)
- Partner with other business units to resolve member issues or grow member relationships; actively participate in cross-functional meetings
- Research, resolve and communicate operational issues and potential problems to leader and/or other business units
- Identify, manage and mitigate risk within XC (including identify theft, overdrafts, etc)
- Manage vendor relationships to support operational excellence and member service levels
Experience and Education Requirement:
- Minimum Education: Bachelor’s degree is preferred
- Minimum 5 years’ experience in retail operations with a proven successful track record in deepening and acquiring customer relationships, preferably in financial services
- Minimum 3 years’ experience leading people or teams, ideally in the sales sector
- Proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees to achieve department goals
- Ability to use data and analytic information to gain insights and drive strategic direction
- Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
- Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
- Familiarity with CRM software is preferred
- Working knowledge of Microsoft Office Suite
- Certification/License: N/A
Location: Cedar Hills Experience Center | Beaverton, OR 97005
Target Compensation in Beaverton, OR: $94,000 to $125,000 annual plus quarterly incentive
Benefits options include:
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Accrue up to 17 days of Paid Time Off your first year of employment
- 11 paid federal holidays
- Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
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First Tech is not currently offering Visa sponsorship for this position
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