General Summary
The Regional Branch Manager ensures consistent execution of member service standards, achievement of sales and growth goals, and adherence to operational and compliance requirements. The Regional Branch Manager reports to the Director of Member Services and implements strategic initiatives, enhances the member experience, and drive operational efficiency. Through coaching and development of branch leadership, this position fosters a high-performing, consistent, member-focused culture across all branch locations.
Essential Duties and Responsibilities
- Lead and oversee daily operations of all branch locations to ensure consistent service delivery, productivity, and operational performance.
- Coach, mentor, and develop Branch Managers and Senior Member Service Specialist to drive performance, engagement, and succession readiness.
- Monitor branch performance metrics including member growth, retention, sales, service quality, and productivity; implement corrective actions as needed.
- Ensure branches consistently deliver a high-quality, relationship-focused member experience across all interactions.
- Partner with the Director to execute strategic initiatives, sales campaigns, and service enhancements across branches.
- Conduct regular branch visits to assess operations, reinforce standards, and provide hands-on leadership and support.
- Ensure compliance with policies, procedures, internal controls, and applicable regulations, including deposit operations and consumer protection requirements.
- Identify operational inefficiencies and recommend or implement process improvements to enhance service and productivity.
- Manages workforce planning, staffing, and talent development to meet current and future business needs.
- Support and reinforce sales and business development efforts within branches, including community engagement and relationship building.
- Act as an escalation point for complex member issues and ensure timely resolution.
- Collaborate with internal partners to support branch initiatives and performance goals.
- Support implementation of new products, systems, and process changes, ensuring smooth adoption at the branch level.
- Contribute to budget management by monitoring branch expenses and resource utilization.
- Promote a culture of accountability, teamwork, and continuous improvement aligned with organizational values.
- Travel regularly between branch locations to maintain visibility and leadership presence.
Qualifications
Education
- Bachelor's degree in business, finance, management, or related field preferred. Equivalent experience may be considered.
Experience & Skills
- Five to eight years of progressive experience in branch operations, retail banking, or member service within a financial institution.
- Proven leadership experience managing multiple branches or teams.
- Strong knowledge of branch operations, sales practices, service delivery, and regulatory compliance.
- Demonstrated ability to coach and develop leaders and teams.
- Strong analytical and problem-solving skills with the ability to use data to drive decisions.
- Effective communication and interpersonal skills with the ability to influence at multiple levels.
- Experience with core banking systems, reporting tools, and Microsoft Office applications.
