Reporting to the Manager, Member Support, the Assistant Manager, Member Support leads and develops a team of specialists delivering exceptional service through virtual and phone channels. They promote a member-first mindset and operational excellence through real-time coaching, live support, and problem-solving. The role supports performance goals by identifying growth opportunities, reinforcing key behaviors, and removing barriers.

In collaboration with the Manager, they foster a high-performance culture focused on accountability, skill development, and adaptability, while supporting initiatives and product rollouts to ensure seamless, trusted member experiences. This role supports Assiniboine Credit Union/ Caisse Assiniboine (ACU)’s commitment to rural and agricultural communities, francophone services, values-based banking and ACU’s triple bottom line accountability to people, planet, and prosperity.

Responsibilities:

• Leads, develops, and mentors the service delivery team through regular one-on-one and observational coaching, team meetings, and KPI reviews, fostering continuous improvement and a culture of accountability.

• Assists in creating and championing a proactive, member-first, and digital-first service culture that drives consistent, compelling member experiences aligned with ACU’s values and strategic objectives

• Leads the achievement of the service delivery team’s targets by effectively translating the goals and objectives into strategies and establishing clear performance objectives. Tracks, measures and reports regularly on progress towards goals and results.

• Acts as a change agent and early adopter of new initiatives to advance strategic objectives and enhance the member experience.

• Demonstrates understanding and leads by example of ACU’s commitment to values-based banking, shared value, respectful workplace and diversity and inclusion.

• Ensure that all programs, policies and processes are implemented in a manner that supports the organization’s mission, vision, and values.

• Ensure that all programs, policies and process are implemented in a manner that supports ACU’s commitment to rural and agricultural communities, francophone services, values-based banking, respectful workplace and diversity, equity and inclusion

• Responsible for ensuring internal controls, policy and procedures are adhered to, reporting is timely and accurate and internal audit processes are followed with an aim for first time right.

• Monitors real-time member contact flow across channels, adapting to fluctuating volumes by pivoting during peak times and capitalizing on quieter periods to maintain effectiveness and drive continuous improvement.

• Ensure that all programs, policies and process are implemented in a manner that supports ACU’s commitment to rural and agricultural communities, francophone services, values-based banking, respectful workplace and diversity, equity and inclusion

• Support team scheduling and resource planning to meet service levels across voice and digital channels, ensuring efficient use of staffing resources within established guidelines.

• Act as a first point of contact for operational issues and immediate team support.

• Actively monitors data insights, quality assurance results, and conversation analytics to spot trends, flag coaching needs, and support continuous improvement in team performance.

• Collaborate with leaders across branches, operations, and cross-functional teams to support seamless member experiences and contribute insights that inform team-level execution.

• Flex across MCC operational and frontline functions as needed, supporting tasks within Enablement, Learning, Quality, and advisor-facing activities to eliminate single points of failure and maintain business continuity.

• Provides leadership support in the absence of the Manager, Member Support, including coaching and KPI reviews, facilitating team meetings and MCC communications, and addressing internal or member requests and escalations.

• Assists Manager, Member Support with preparing and implementing comprehensive business plans to facilitate financial target achievement by planning cost-effective operations and market development activities.

• Supports projects aimed at enhancing service design, improving operational workflows, and strengthening member support capabilities.

• Actively engage in community initiatives and volunteer opportunities to strengthen ACU’s local presence and foster trust among members.

• Accountable for maintaining current and relevant knowledge of industry trends, competitor products and strategies.

• Always maintain professional confidentiality and privacy.

• Responsible for compliance and risk management, through the execution of internal policies and procedures, always maintain ongoing compliance with regulatory and legislative requirements.

Qualifications:

The competencies for the position would typically be acquired completion of a post-secondary program in business administration, communications, plus a minimum of 1- 3 years of progressive experience within a financial institution. A combination of relevant experience and education will be considered.

Key Occupational skills

• Fluent in French and English (verbal and written) mandatory.

• Hands-on experience with the T24 banking system.

• Member relationship building and frontline support

• Team leadership and coordination

• Strong written and verbal communication

• Coaching and performance management

• Escalation resolution and service recovery

• Organizational and prioritization skills

• Sound judgment and problem-solving

• Knowledge of credit union products, policies, and risk awareness

• Facilitation and knowledge sharing

• Proficiency with digital contact center tools and key metrics

• Skilled in Microsoft Office (Excel, Word, PowerPoint)

Location and Work Environment

This is a hybrid role which could be based in Winnipeg or Brandon. There will be an occasional need to support meetings and events outside of standard business hours. Some travel within Manitoba is required on an occasional basis.

In this full time job, you will work 37.5 hour per week Monday-Friday.

Who we are:

As a Certified B Corporation® and one of Manitoba’s Top Employers (2024), the culture at Assiniboine Credit Union / Caisse Assiniboine is supportive of the individual while focused on the greater community. With the widest geographic reach of any credit union in Manitoba, you’ll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community.

Choosing to work at Assiniboine means that you’ll be working for a uniquely Manitoban credit union that…

• puts people, planet and prosperity first,

• values diversity and inclusion,

• is committed to serving its urban, rural, agricultural, and Francophone communities,

• is focused on social and environmental responsibility,

• supports employees through training programs and long-term career development,

• offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits.

If doing things differently and doing more is part of who you are, join us on a rewarding journey where your personal aspirations and career goals can align.

If you are interested in applying for this position, please submit your application by Friday, August 22nd , 2025, 4:00 pm. We thank everyone who applies, but only candidates selected for an interview will be contacted.

We are committed to workforce diversity and actively recruit people with diverse backgrounds, experiences, and perspectives reflecting the community in which we live and work. Applicants may request reasonable accommodation related to the materials and activities used throughout the selection process.