Bilingual Branch Manager I

Position Purpose
Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by overseeing and optimizing the day-to-day operations of a specific branch or location within the credit union. This position requires a strong combination of leadership, strategic thinking, and operational expertise to ensure the branch runs efficiently, achieves its goals, and provides exceptional customer service. The Branch Manager is a role model in serving with HEART and how the staff delivers HEART to the members and co-workers. Responsible for branch building functionality and appearance including safety and security. 

Essential Responsibilities

• Lead and manage all aspects of the branch's operations, including staffing, workflow management, and resource allocation. Develop and implement operational strategies, policies, and procedures to enhance efficiency and productivity. Monitor and improve operational processes to ensure high-quality service delivery and adherence to company standards. Takes responsibility for overall branch functionality and appearance, including safety and security.  Works with Facilities Department to ensure safety and security at the branch, as needed.
• Recruit, train, and develop a high-performing team; provide ongoing coaching and performance feedback. Set clear expectations for staff and create a collaborative and motivated work environment. Manage staff schedules, workload distribution, and ensure adequate coverage to meet operational demands. Carries out supervisory responsibilities such as discipline, performance appraisals, salary recommendations, and approving timecards.
• Ensure excellent service is consistently provided by the branch team. Address member inquiries, concerns, and complaints promptly and professionally. Implement initiatives to enhance the member experience and loyalty. Maintains working knowledge of branch positions (not including Mortgage Lender) performs responsibilities as needed.   Acts as a resource for employees, managers by walking around, observing staff, coaching in the moment and conducts monthly performance coaching with employees. Requires Notary Public and Signature Guarantee certification, and continuing education as renewals occur.
• Monitor and manage branch budgets, expenses, and revenue targets.  Analyze financial data and identify opportunities to increase profitability and control costs. Collaborate with finance teams to ensure accurate reporting and adherence to financial guidelines.
• Analyze key performance indicators (KPIs) related to branch operations, such as sales, member satisfaction, and efficiency metrics. Identify trends, issues, and opportunities for improvement and develop action plans accordingly.
• Ensure compliance with all company policies, industry regulations, and legal requirements. Mitigate risks by implementing appropriate control measures and maintaining a safe and secure environment.
• Foster effective communication within the branch and across other departments. Holding regular coaching session and weekly / monthly team meetings. Collaborate with other branch managers and senior leadership to share best practices and achieve organizational goals. Attends and actively participates in Credit Union meetings and programs.  Participates and encourages participation by branch staff in Credit Union sponsored activities and events.
• Continuously identify process bottlenecks and areas for improvement, then implement streamlined solutions. Stay updated on industry trends and innovative practices to drive operational excellence.

Necessary Experience and Qualifications

• High School Diploma or equivalent. Associate or Bachelor’s Degree in Business or related field preferred.
• Three+ years previous experience in a financial and/or leadership position preferred with a high level of knowledge of products, services, and procedures in a financial environment.
• Knowledge and experience in deposit accounts and lending is necessary to support and coach the team as well as assist members when needed. This knowledge and training can be obtained within 6 months in the role. 
• Strong leadership skills with the ability to direct, coach, and develop others.  Ability to delegate as needed.
• Ability to project a professional image and practice professionalism in a financial environment.  Can withstand negative or emotional communication without feeling personally affected.
• High level ability to read and comprehend detailed and technical information.  Ability to write and produce professional business letters, reports, memos, email, and other correspondence.  Knowledge and experience using Microsoft Excel and Word.
• Ability to make high level decisions and to research and resolve member and employee issues and take appropriate action.  Possess a high degree of independent judgment skills.
• Strong, diplomatic interpersonal skills in order to deal effectively with a diverse group of members and employees in high stress situations.
• Proven time management and organizational skills.
• The Bi-Lingual Branch Manager position requires being fluent in both written and oral communication in English and Spanish.

Work Environment and Physical Requirements

• Office environment with moderate level of noise.
• Minimal lifting of up to 25 pounds.
• Frequent use of telephone, copier, computer, fax machine and other office machines.
• Prolonged sitting or standing.
• Frequent mental and visual concentration.
• Occasional travel for training, meetings, and assisting other branch locations.

The above statements are intended to describe the general nature and level of the work being performed in this position.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.