BRANCH MANAGER

Reports To:     Chief Operating Officer

Every employee must honour the vision, mission and values of Northern Savings Credit Union.  

Primary Purpose

The Branch Manager is the leader of a branch business unit. In this position, the Branch Manager has the responsibility to lead and oversee the provision of exemplary member service, provide for engagement of employees, manage the operations to be efficient and effective, take action to mitigate current and emerging risk, and provide for financial health of the unit while contributing to the operational and financial health of the Credit Union as a whole. 

The Branch Manager is to professionally conduct their duties to demonstrate positive leadership within the Credit Union and externally in the community. They are accountable for producing branch financial results and member service excellence. The Branch Manager acts to inspire the employees of the business unit in order to produce results that are in the best interest of the credit union, while respecting the needs of members. The Branch Manager leads the development of our employees so that they can meet their goals and achieve their maximum potential

Key Accountabilities

Knowledge of Market and Industry:

• Maintains knowledge of the full breadth of Northern Savings products and services.
• Maintains knowledge of economic factors and their implications for the business.
• Maintains awareness of competition in the market.
• Maintains knowledge of market place with regards to services, products, rates and fees.
• Provides leadership recognition for the credit union through the identification of subject matter experts at Northern Savings who can share their knowledge in the community at local events or engagements 
• Identifies initiatives to facilitate the Credit Union’s corporate social responsibility in the community and works with staff and community leaders in fulfilling commitments.

Member Service:

• Organizes the delivery of products and services to achieve member service excellence.
• Monitors the changing member needs and expectations and adapts to those needs.
• Ensures professional image of business unit to members and internal customers.
• Advises corporate office on challenges in delivery of products and services to maximize member service and on changing member needs and expectations.
• Continually markets the benefits of membership to non-members to grow the business.
• Collaborates with staff in addressing services issues and member concerns. 

Employee Engagement:

• Builds a positive, capable team to meet the mandate of the business unit.
• Builds a positive work environment that is motivating to staff.
• Works with direct reports in establishing annual personal goals and targets and supervises progress on meeting or exceeding those goals.
• Provides coaching to enhance employee performance.
• Fosters a culture consistent with the credit union’s values and service philosophy.
• Delivers effective ongoing performance feedback for staff.
• Identifies training and development needs to assist knowledge level of staff and facilitates the delivery of such.
• Collaborates with management team colleagues and with corporate office staff and leaders.

Operational Effectiveness and Risk Management:

• Provides for effective functioning of the retail branch and attaining stated objectives.
• Identifies process improvements and implements such within unit and shares with other applicable units and with corporate office.
• Facilitates communication between senior management and staff.
• Contributes to the setting of strategic direction.
• Addresses day to day administrative issues on a timely basis, and facilitates resolutions 

Risk Management and Financial Health:

• Sets unit objectives that are aligned with Credit Union’s strategic direction.
• Actively monitors profit and loss results and balance sheet stability and takes action to meet established financial goals and/or advising sound reasons for adjustments required.
• Contributes to overall balance sheet stability of the credit union by sourcing credits and deposits not only for own business unit but also for other business units.
• Provides referrals to other business units, i.e. insurance, commercial services, financial advisory services.
• Provides for operations to meet compliance and regulatory requirements as well as abiding by corporate level policy.
• Proactively identifies inherent risk to products and operations and implements appropriate risk responses to mitigate to acceptable tolerance.
• Oversees credit risk decisions made in-branch and monitors the level of delinquencies in portfolio and takes action to rectify.
• Assigns authorities to staff with respect to overrides, waiving service charges, disbursements.
• Oversees pricing of products to achieve satisfactory financial margin.

Minimum Qualifications

Education:

• Completion of post-secondary education required.
• Completion of sales training required.
• Completion of CUIC lending is required.
• Completion of mutual fund course is required.
• Completion of CUSOURCE and/or CU Training courses related to this position is an asset.

Experience:

• Previous sales and service experience is required.
• Previous lending experience is required.
• Previous financial services experience is required.
• Previous supervisory experience is required.

Skills:

• Demonstrated sales skills.
• Expert knowledge of products and services required.
• Expert knowledge of credit risk governing and managing policies and underwriting is required.
• Ability to prioritize, organize work within time constraints, under pressure and competing priorities.
• Ability to communicate and liaise professionally with members, potential customers, community groups and co-workers while maintaining confidentiality.
• Working knowledge, skills and experience in Microsoft Office.

Travel is a requirement of this position.