Floating Branch Manager

Job Title: Floating Branch Manager

Department: Chelmsford Branch

Department Location: Chelmsford, MA

Reports to: Director, Retail Branches and Market Growth

Career Stream: People Leader

Classification: On-site

Pay Grade: 11E

Pay Grade Range: $72,072.62 - $90,090.83

Actual compensation offered may vary from the posted pay grade range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

Location: Chelmsford, MA (On-site)

This position will be based out of our Chelmsford Branch and floating to other close-by branches as needed.

Chelmsford Branch Hours: Monday - Friday: 8:00 AM - 5:00 PM; Saturday: 8:00 AM - 1:00 PM.

Candidates will be required to work a flexible schedule based on branch operational needs.

FUNCTION:

The Float Branch Manager Support role is a designated Branch Manager assignment responsible for providing temporary leadership, operational oversight, and performance support across multiple branches. This role ensures continuity of service, staffing stability, and consistent execution of Workers Credit Union standards during vacancies, leaves of absence, transitions, or periods of operational need.

The Float Branch Manager Support acts with full Branch Manager authority while assigned to a host branch and is accountable for branch operations, team leadership, sales performance, service excellence, and compliance.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

Member Sales, Service, and Education:

• Serve as acting Branch Manager at assigned branches during Branch Manager, Assistant Branch Manager, or key staff absences.
• Provide exceptional member service by addressing and resolving inquiries, issues, and complaints promptly.
• Maintain expert knowledge of all credit union deposit products, loan products, and electronic delivery channels.
• Ensure a positive member experience through lobby leadership, member needs assessment, and relationship building.
• Drive sales through service by developing a positive member experience and focusing on solutions that meet members' needs.
• Open and service all types of WCU deposit and loan accounts.
• Encourage and assist members in resolving financial challenges and achieving goals.

Branch Growth:

• Direct all sales activities to achieve branch goals in product sales, loan and deposit growth, and referrals.
• Develop and implement strategies to attract new members and deepen relationships with existing members.
• Participate in community events and networking activities to promote the credit union and build relationships.
• Support and participate in external business development.
• Identify and refer members to internal business partners for small business, investments, mortgages, consumer, and insurance services.

Tracking and Reporting Metrics:

• Monitor and analyze branch performance metrics, including sales, service quality, and operational efficiency.
• Prepare and present regular performance reports to Management.
• Use data and metrics to identify areas for improvement and implement corrective actions as needed.

Leadership:

• Motivate and lead the branch team to achieve growth, member satisfaction, and operational efficiency targets.
• Lead by example through accountability, reward, and recognition to drive outstanding performance.
• Recruit, train, and manage staff, ensuring they have the necessary skills and knowledge.
• Conduct regular performance evaluations and provide constructive feedback.
• Foster a positive, collaborative work environment, promoting teamwork and employee engagement.
• Coach and develop team, provide opportunities for growth and delegate stretch assignments.

Branch Operations:

• Oversee branch performance in member satisfaction, operations, scheduling, and branch opening/closing.
• Ensure accuracy and security in cash handling, transaction processing, and end of day balancing.
• Maintain comprehensive knowledge of WCU products, services, fees, and competitor offerings.
• Accurately process all transactions such as deposits, withdrawals, loan payments and check cashing, etc. as well as assist with end of day balancing.
• Originate consumer loan applications, such as auto, personal, debt consolidation, etc.

Other Duties:

• May be asked to provide coverage in other WCU branches or departments.
• Adhere to all WCU policies and procedures.
• Participates in department and/or organizational projects as directed.
• Performs other tasks or functions as required, requested, necessary or prudent.
• Maintains confidentiality of all member and credit union information and data.
• Regularly demonstrates behaviors as defined by the credit union's Fundamentals, which are part of the Workers Way culture program.

Branch Manager Roles Differentiation

Branch Manager I

• Experience Level:
  • Typically, 1-3 years of branch management externally, or as an Assistant Branch Manager internally.
• Competencies:
  • Foundation in Leadership: Focuses on mastering the fundamentals of leadership and branch management, including understanding team dynamics, developing and coaching employees, and ensuring excellent member service.
  • Operational Familiarity: Increased knowledge of branch operations, compliance, and procedures, with an emphasis on honing problem-solving skills and critical thinking.
  • Introductory Financial Oversight: Begins to learn financial management basics, such as budget adherence and forecasting, and performance tracking, with coaching from leadership.

Branch Manager II

• Experience Level:
  • Typically, 3-5 years of experience working as a Branch Manager at WCU.
• Additional Responsibilities:
  • Multi-Branch Operations: Assumes responsibility for managing an additional branch during an Assistant Branch Manager (ABM) or Branch Manager vacancy, while continuing to lead their own branch.
  • Leadership in Action: Participates in additional projects and complex situations, demonstrating the ability to manage and drive branch initiatives effectively.
  • Mentorship and Team Development: Mentors, coaches, and develops branch teams. Additionally, they may act as a mentor to less experienced branch managers, leveraging their experience to develop talent within the organization.
• Competencies:
  • Advanced Financial Management: Manages the branch's financial performance with increased autonomy, playing a key role in strategic financial planning and decision-making.
  • Operational Leadership: Supports best practices and identifies operational improvements across multiple branches, ensuring consistency and excellence aligned with organizational goals.
  • Audit Performance: Maintains high compliance and operational standards, aiming for minimal or no 'needs improvement' findings during audits.

Branch Manager III

• Experience Level:
  • Typically, 5-8 years of experience working as a Branch Manager at WCU, with extensive management experience and a track record of success in branch operations.
• Additional Responsibilities:
  • Area Manager Support: Provides coverage for Area Managers when they are out of the office, ensuring continuity in leadership and decision-making.
  • Overseeing Multiple Branches: Manages 2-3 branches, balancing leadership responsibilities across locations while maintaining high performance at their own branch.
  • Strategic Leadership and Mentorship: Prepares for Area Manager responsibilities by providing strategic branch support, developing team members, and mentoring Branch Managers I and II.
• Competencies:
  • Comprehensive Financial Strategy: Leads the financial strategy for their own branch and oversees financial performance across multiple branches, driving profitability and growth.
  • Operational Excellence Across Locations: Ensures seamless operations across all branches under their supervision. Proactively identifies processes to increase efficiency and address challenges. May serve on committees including Performance Excellence.
  • Sales Leadership: Drives sales and service initiatives across all managed branches, ensuring that targets are met, and member needs are consistently exceeded.
  • Cross-Departmental Collaboration: Facilitates communication and collaboration with other departments through team meetings, enhancing branch performance and alignment.

Education

• High School diploma or equivalent required.
• Bachelor's degree preferred.

Mandated Licensing Requirement:

• Must be registered with the National Mortgage Licensing System ("NMLS") and maintain active status and accurate registration information on file. Provide changes to any individual information (such as an address or name change) as they occur directly into the NMLS system or to the Mortgage Department within 20 days of such change.

Experience

• Minimum of 5-8 years of experience in retail banking, with at least 2 years in a supervisory or management role.

Knowledge/Skills/Abilities/Competencies

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proven ability to develop and implement business development strategies.
• Proficiency in tracking and analyzing performance metrics.
• Knowledge of banking regulations and compliance requirements.
• Strong problem-solving and decision-making abilities.
• Effective verbal and written communication skills for interacting with members and colleagues.
• High level of accuracy in handling cash transactions and maintaining financial records
• Strong organizational skills and the ability to manage multiple tasks efficiently in a fast-paced environment.
• Proficiency in basic arithmetic and the ability to handle large volumes of cash accurately.
• Capacity to work collaboratively with colleagues to achieve team goals and provide consistent service.
• Ability to maintain strict confidentiality regarding member information and financial transactions.
• Knowledge of procedures for handling deposits, withdrawals, transfers, and other financial transactions.
• Awareness of security procedures for safeguarding cash and protecting against fraud and theft.
• Proficiency in using banking software and technology platforms, including ATMs, cash counting machines, and point-of-sale systems.

Work Environment:

• This role requires working on-site in a bank branch environment.
• This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.
  
  Physical Demands:
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools, or controls and to reach with hands and arms.
• May involve occasional lifting of cash boxes and extended periods of standing
• Ability to travel to other work locations as required.

About Workers Credit Union: Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high-touch service and convenient technology. We have grown to over 2.6 Billion in assets and serve over 120,000 members. We are one of the top performing credit unions in Massachusetts with big plans for the future!

Benefits:

• Comprehensive medical, dental and vision plans
• Basic life and AD&D insurance, short-term disability and long-term disability
• 15+ days of paid time off (PTO) per year
• Up to 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.