Position Overview:
The Branch/Contact Center Manager II is responsible for providing leadership support and in managing the day-to-day operations for a team of employees within a branch or another channel. This role is instrumental in ensuring employees are engaged and providing the best experience for our members. Additionally, the Branch/Contact Manager II is accountable for the daily operations including: scheduling to ensure staffing levels meet member need, addressing and coaching employees through more complex member issues, and conducting branch/contact center verification reports. This role is also accountable for building rapport with members and the community, along with creating and implementing strategies to improve productivity and sales performance.

Duties and Responsibilities:

• Provide on-site and remote leadership of all aspects of daily operational activities of the branch/contact center
• Create and foster team connections and belonging by building positive and connective relationships
• Innovates and leads through change by seeking out and being open to new ways of approaching problems; tries new approaches
• Responsible for managing branch/contact center schedules to ensure staffing levels meet member need
• Interview, hire, coach, train and develop employees to successfully meet role expectations and expertise
• Makes decisions in alignment with our values and mission; in relation to employees, members, goals, revenues and expenses; comfortable working within the gray, not having all the information; in relation to employees, members, area goals, revenues and expenses
• Assist employees or members in solving complex account issues and escalated situations
• Ensure branch/contact center compliance with all Credit Union policies and procedures, state and federal laws, and regulations
• Conduct and complete monthly branch verification reports
• Prepare and deliver written performance evaluations and performance actions
• Drive team performance and engagement by conducting frequent team meetings and individual employee dialogs; ensuring employees are informed of organizational news, changes in operational policy and procedures, and are focused on member service and organizational results
• Identify individuals with high potential and partner with direct reports on individual development to ensure short-term and long-term success of the employee and the organization, identify bench strength
• Actively participate in community based/business development activities within communities to promote awareness of Affinity Plus
• Leverages business acumen by identifying trends and inefficiencies in day-to-day operations and recommending solutions
• Demonstrates positive trending in the member and employee experiences, such as area growth, engagement and feedback
• Creates strategy based on area for support to organizational initiatives involving promotions, projects, goals for area, leading Omni Channel experience in area, etc.
• Collaborate among all channels to execute a strategic local growth plan that promotes organizational soundness
• Participate in local and statewide leadership development meetings
• Other duties as assigned

Qualifications and Skills:

• 3+ years of proven, progressive leadership experience
• 2+ years' experience in consumer or Real Estate lending, checking/savings accounts, IRAs, CDs, and other credit union products
• B.S./B.A. degree in business, finance or related field preferred or equivalent experience
• Ability to provide on-site leadership to a medium-sized market/team
• Demonstrated omni-channel leadership supporting other channels
• Creative problem resolution using sound judgment and collaboration with other departments and leaders
• Knowledge and understanding of State and Federal laws pertaining to Credit Union Industry
• Ability to effectively coach, lead and motivate employees to achieve results
• Strong analytical skills required with a high degree of accuracy
• Aptitude to work independently as well as part of a team and ability to collaborate with others
• Strong verbal and written communication skills
• Time Management skills and the ability to prioritize workload based on department and member needs
• Flexibility to adapt and succeed in a dynamic environment

Workplace Environment:

• Sitting 70-75% and Standing 25-30%
• Working at a computer 90% of the day
• Bending, twisting, kneeling, stooping or crouching when appropriate, on occasion
• Repetitive movements, including but not limited to typing, mousing, phones, etc.
• Lift, carry, push or pull up to approx. 50 pounds (supplies, etc.)
• Requires face-to-face interaction and/or coordination of work with other employees and departments, and in-person interaction

Required Work Schedule:
Monday-Friday, with rotating Saturdays. Consistent and reliable attendance is a required essential function of this role to meet the needs of the department/team and organization.