POSITION TITLE: Branch Operations Manager DEPARTMENT: Retail Operations REPORTS TO: Branch Manager PAY GRADE: 10 FLSA STATUS: Non-Exempt PURPOSE: The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act. Responsible for directing and overseeing the operational efforts of the branch. Ensures established policies and procedures are followed. Ensures members are promptly and professionally served. Individual supports efforts to maximize revenue, sales, member satisfaction, and minimize operational losses as well as deepening existing relationships and minimizing member attrition. Works under the supervision of the Branch Manager who provides general guidelines on cash operations, sales, retention and service. The Branch Service Manager will hold accountable and oversee the Teller and Senior Teller positions. ESSENTIAL DUTIES: + Supervise the Teller team. Assign, direct, coordinate and review their work. Approve corrections and overrides, ensure compliance with credit union policies and procedures. Lead the Teller team to provide exceptional member service and effectively resolve member issues. + Train the Teller team. Responsible for Teller team being well trained in all phases of their jobs. Oversee orientation of new employees, overall branch procedures, conduct security training and cross-selling training. Ensure Teller team is kept up to date on all products and services. + Monitor all Teller activities to ensure compliance with established policies and procedures for smooth operation of the branch. Work to achieve established individual and branch objectives/goals. Take appropriate steps to correct unsatisfactory conditions. + Prepare necessary and timely documentation and feedback such as scheduled evaluations, action plans, and disciplinary actions. + Create Teller work schedules and ensures completion of all daily postings and reconciliations. + Conduct interviews for Teller positions and makes hiring decisions with input from the Branch Manager. + Achieve individual and branch sales goals through sales, referrals and retention of existing membership, including but not limited to; balancing, referrals, production and service goals. + Identify and capitalize on opportunities to promote and refer new services or products that will benefit the member’s financial life, including investment and insurance products and services. + Assists tellers in daily balancing and resolution of teller discrepancies. Verify that the vault and the branch is in balance daily. + Responsible for implementing and adherence to branch procedures and security protocols. Manage risk issues effectively and work to minimize operational losses. + Responsible for the branch’s ATM and coin machine. Ensures ATM, Vault, Night Drop, Coin Balancing, outage research, scanning of work, ordering supplies etc. are completed and processed. Ensure maintenance and upkeep of center; general appearance, etc. + Participate in community events supported by the Credit Union + Performs other duties commensurate with this position REQUIRED BACKGROUND: + A college degree such as business administration or sales is preferred + Must have a minimum of 2 years proven operational and/or service experience at a financial institution or equivalent. + Must possess strong leadership and management experience, including coaching, training, motivation, time management skills, and performance coaching. + Within 90 days, must possess a thorough knowledge of Credit Union bylaws, policies, procedures and state and federal laws effecting all operations of the Retail Center; Credit Union products and services and Credit Union processes and systems. + Must be able to achieve proficiency on Credit Union computer systems and Microsoft Office products. + Proficient and demonstrable experience in business development, as well as coaching sales skills + Able to perform duties of Teller & Senior Teller + Has strong verbal/written communication skills, self-motivated, strong interpersonal skills + Must possess and have a proven track record demonstrating a high degree of creativity, organizational and sales process development skills + Bilingual in English and Spanish is a plus WORK ENVIRONMENT: The work requires physical mobility within the general work area, continual communication with members, repetitive tasks and a high level of attention to security. The work is performed in a general office environment. Some travel may be required to the outlying centers and to businesses in the local community.