As part of the leadership team at the branch, the Member Services Manager (MSM) provides leadership, coaching, development, and expertise to the front-line team. The MSM ensures staff acquire and maintain the necessary knowledge and skills required to provide an exceptional member experience by delivering accurate, efficient, and consistent high-level service while also meeting strict adherence to policy and procedures. The MSM acts as the first response for any in-branch member problems, with a goal of working towards first-contact resolution.

In the role of Member Services Manager, you will:

• Provide leadership, coaching and feedback and is responsible for the training, development, performance management to all front-end service employees while ensuring that an elevated level of member satisfaction is achieved on a consistent basis. This includes coaching to initiatives that drive our business such as Coconut Video Booking.

• Responsible to provide direct leadership to the front-line team on all service and business development practices. Actively deploy and promote all sales initiatives, whether developed at head office, by region or by branch. Lead front-line staff to identify and understand the needs of members, leveraging their knowledge and experience to provide a new solution to members or make an appropriate internal referral.

• Maintain thorough knowledge and understanding of all Cambrian products and services and their related features and benefits and ensure that the front-line team actively participates in selling/promoting Cambrian’s products/services for sales and referral goals are achieved.

• Responsible to support holistic, consistent member experience in branch including greeting upon entry, general tidiness and professionalism of lobby and visible areas, and to act as the first response for any in-branch member problems, with a goal of working towards first-contact resolution.

• Accountable for ensuring strict compliance with policy and procedure and responsible for managing adherence to all retail administration and risk management requirements. This includes working collaboratively and under the leadership of the Regional Sales Manager, to support ongoing process improvements and process consistency across our operations.

• Participate fully as a team member, help build a positive work environment, willingly assist and mentor others in the completion of work activities, addressing any member concerns quickly and effectively.

• Responsible to foster the development of our Cambrian talent pipeline, supporting individual coaching and development that helps front-line employees reach their longer-term goals and potential whether in leadership, personal banking, wealth, commercial, administration, or corporate specialities.

• Works with the Regional/Retail Sales Managers to create and maintain an environment that fosters good morale and encourages excellence in all areas within the branch. Assists the Regional/Retail Sales Managers to develop and implement branch strategies, goals, and objectives to improve overall branch efficiency and effectiveness.

• The MSM provides assistance and support to the Regional/Retail Sales Managers as deemed necessary or required.

• Change agent/change management accountabilities for the branch/region.

Member Services Managers must be available to work Monday through Saturday during branch operating hours. Member Services Managers will be assigned a home branch but must be available to work at multiple locations may be transferred with notice to meet business need.

Your experience:

• Two to three (2-3) years of experience in retail financial services.
• One (1) year of people leadership experience focused on coaching, development and performance management, preferably in a service-oriented environment.
• Post secondary degree, diploma, or certificate in business, or equivalent business experience considered an asset.
• Proficient in PC applications of Outlook, Word & Excel.
• Proficiency in Cambrian products & service offerings, Salesforce, Encore Banking Systems, UKG/Ultipro considered an asset.
• Critical thinker who analyzes information and uses logic to address issues, problems, and challenges.
• Ability to work collaboratively in a diverse environment with multiple and often changing priorities

Cambrian offers a work environment where teamwork and collaboration are valued. In addition, we offer a competitive total compensation package including:

• Extended health and dental benefit options, up to 80% employer paid premiums dependent on which coverage level chosen
• Defined Contribution Pension Plan – matched at 6%
• Short Term Disability, Long Term Disability, Life Insurance, AD&D insurance and EAP
• Paid sick days, Paid emergency absent days
• Customized training, career development planning and structured onboarding
• Staff Banking Benefits - Employee interest rates on Credit Union personal loans, lines of credit, mortgages and credit cards
• Annual Performance appraisals and Merit increase reviews

How to apply:

Please submit your application together with a resume and cover letter to https://www.cambrian.mb.ca/careers. Posting closes May 22, 2026.