This position offers a flexible hybrid work arrangement, allowing employees to balance in-office collaboration with the benefits of remote work. We provide the necessary tools and technology to ensure seamless productivity, whether you're working from home or the office.
SUMMARY:
The Area Service Manager (ASM) is responsible for the overall performance, member -experience, production results, workforce stability, and operational soundness of an assigned area of branch locations. The ASM provides leadership to Universal Banker Managers and is accountable for achieving branch goals, executing retail strategy, developing leadership talent, and ensuring consistent performance across the assigned area.
The ASM serves as a manager of managers, partnering with Universal Banker Managers to drive employee development, staffing effectiveness, production performance, member satisfaction, operational excellence, and risk management. The ASM is responsible for area-level performance management, succession planning, leadership development, resource allocation, and execution of organizational initiatives while maintaining accountability for the overall results of assigned branches (individual branch and area totals).
The ASM works closely with Retail Leadership, Human Resources, Learning & Development, Audit, Risk, Compliance, Member Experience, and other business partners to ensure strategic alignment and achievement of organizational objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Area Leadership and Business Performance
- Lead and manage the overall performance of assigned branch locations.
- Develop and execute strategies to achieve area goals related to membership growth, deposits, loans, referrals, member experience, and operating efficiency.
- Monitor branch and area performance metrics and implement action plans to address performance gaps.
- Utilize data, trends, and reporting to improve production, service delivery, workforce effectiveness, and operational performance.
- Ensure branches consistently execute organizational priorities and strategic initiatives.
- Partner with senior leadership to support retail growth, transformation, and continuous improvement efforts.
Leadership Development and Talent Management
- Directly supervise Universal Banker Managers within the assigned area.
- Coach, mentor, and develop Universal Banker Managers through regular performance discussions, observations, career planning, and leadership development activities.
- Conduct performance evaluations, development planning, and succession reviews for Universal Banker Managers.
- Partner with Universal Banker Managers on employee-development initiatives and performance-management matters.
- Identify and develop high-potential employees to build leadership readiness and internal succession pipelines.
- Collaborate with Human Resources and Learning & Development to support recruiting, talent planning, and organizational development initiatives.
- Promote employee engagement, accountability, and a culture of service excellence.
Staffing and Workforce Planning
- Maintain accountability for workforce planning and staffing strategies across the assigned area.
- Partner with Universal Banker Managers on recruiting, interviewing, promotion, transfer, and staffing decisions.
- Evaluate staffing models, coverage plans, scheduling trends, and resource allocation needs across branches.
- Monitor turnover, vacancies, employee engagement, absenteeism, and organizational health indicators.
- Ensure effective deployment of personnel and resources to meet member demand and operational requirements.
Member Experience and Service Leadership
- Maintain accountability for member experience performance within assigned branches.
- Monitor Member Satisfaction (MSAT), complaints, escalations, service recovery activity, and service-level performance.
- Partner with Universal Banker Managers to improve service execution and member engagement.
- Resolve complex member issues and escalations when necessary.
- Ensure consistent execution of member-service standards across all locations.
Operational Excellence and Risk Management
- Ensure branch compliance with all Credit Union policies, procedures, regulatory requirements, and operational-control standards.
- Monitor audit performance, operational exceptions, training completion, fraud-prevention practices, cash controls, and branch readiness.
- Partner with Universal Banker Managers to ensure timely remediation of operational concerns and audit findings.
- Identify operational risks and implement corrective action plans.
- Maintain accountability for the overall operating soundness of the assigned area.
- Collaborate with Audit, Risk, Compliance, and Security to protect members and Credit Union assets.
Strategic Execution and Organizational Partnership
- Lead implementation of organizational initiatives, projects, and process improvements.
- Build strong working relationships with Human Resources, Learning & Development, Audit, Risk, Compliance, Member Experience, and other business units.
- Analyze area performance and provide recommendations to improve efficiency, service delivery, productivity, and workforce effectiveness.
- Support budgeting, forecasting, and resource-planning activities.
- Attend required meetings, leadership sessions, training activities, and organizational events.
Branch Presence and Leadership Oversight
- Maintain a visible presence throughout assigned branch locations.
- Conduct regular branch visits to observe performance, onboard and support leaders, and reinforce organizational priorities.
- Monitor leadership effectiveness, coaching quality, operational execution, and employee engagement.
- Provide leadership and support during staffing disruptions, organizational changes, and business challenges.
EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS:
- Bachelor's degree in Business, Finance, Management, or related field preferred; equivalent experience may be considered.
- Minimum of five years of progressive leadership experience in retail banking, financial services, or a related environment.
- Demonstrated experience leading multiple locations and developing leaders.
- Proven ability to drive production performance, member experience, operational excellence, and employee engagement.
- Strong knowledge of consumer banking products, branch operations, lending, deposit services, and regulatory requirements.
- Excellent leadership, coaching, communication, and influencing skills.
- Strong analytical, organizational, and problem-solving abilities.
- Proficiency in Microsoft Office and applicable reporting systems.
- Ability to travel regularly among assigned branch locations.
ADDITIONAL/IMPORTANT SKILLSETS:
- Leadership – Leads through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others.
- Customer Focus – Builds customer confident, is committed to increasing customer satisfaction, set achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers
- Displaying Technical Expertise – Keeps his/her technical skills current; effectively applies specialized knowledge and skills to perform work tasks; understands and masters the technical skills, knowledge, and tasks associated with his/her job; shares technical expertise with others
- Acting Strategically – Aligns day-to-day activities around broader organizational goals and objectives; prioritizes resources based on the strategic objectives of the organization; recognizes and rewards people based on how their actions support the broader needs of the company.
- Managing Risk – Effectively balances risks and opportunities; thinks through potential positive and negative outcomes; looks for ways to mitigate risks
- Problem Solving/Analysis – Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, and understands the difference between critical details and unimportant facts
- Driving for Results - Aggressively pursues challenging goals and objectives; willing to put in considerable time and effort to accomplish objectives; takes a highly focused, goal driven approach toward work
- Candidates must be able to pass a background check including: Credit, Drug Screen, Bondability, & Criminal Background.
PHYSICAL REQUIREMENTS:
To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily. All employees must be able to communicate face to face or through technology with or without reasonable accommodation. Employee will be in an office environment (well-lighted, heated, and air-conditioned) typically stationed at a desk or table. Employee will be asked to sit and stand for various increments of time, and to lift/push up 10 lbs. Clerical office duties on various forms of technology are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the Credit Union’s policies and procedures related to the SAFE ACT. This includes an obligation on the employee’s part to ensure that NMLA registration pertaining to the SAFE ACT is kept current. The employee must notify the Credit Union within 30 days of any changes that need to be reflected on the NMLS registry.
