VP of Branch Operations – East Region

Summary

To assist the credit union in achieving its mission statement, “PFCU WILL DELIVER FINANCIAL WELL-BEING WITH VALUE, CONVENIENCE AND EXCEPTIONAL SERVICE”, the VP of Branch Operations supervises, oversees and directs branch operations and ensures communication gets presented promptly to all branches. Lends support to Branch Managers and staff in developing a sales and service culture through leadership training, coaching, and mentoring. Responsible for the administration and supervision of branch and teller activities within established polices and guidelines. Support, model & adhere to PFCU’s Service Standards as outlined in My MARC.

Essential Functions, Duties, & Responsibilities

• Set a positive example and be a role model by building relationships, being dependable, demonstrating initiative, accountable, integrity, professionalism and take responsibility to see that all tasks are done correctly. Handle complex situations with confidence, knowledge and creativity. Be a leader.
• Assist and direct branch managers and staff in implementing a sales and service culture. Work closely with appropriate department managers to ensure consistency in sales and service program, security, compliance and teller procedures. Provide positive coaching and mentoring to managers to build their employee coaching skills. Assist/Support VP of Lending/Chief Lending Officer and Chief Member Experience Officer in developing and implementing a sales and service culture.
• Assist in setting and monitoring sales goals for the branch staff. Provide direction that is focused on the continued growth and development of all the branches.
• Oversees the lending, member service and teller functions of the branches through the branch managers to ensure sound business practices for the credit union.
• Assist branch managers in resolving member complaints.
• Assist with employee morale and performance issues as needed.
• Assist branch managers with building maintenance and upkeep as needed.
• Hold or attend monthly staff meetings with your direct reports. Keep staff up-to-date on trends and general credit union information.
• Spend at least two (2) days each week at assigned branches to observe, coach and mentor the branch manager and staff.
• Monitor branch activity, including number of transactions, volume, teller errors, loan volume and new accounts. Use these measurements to set expectations for all your staff.
• Ensure security and safety of each branch and the teller line.
• Ensure all the areas of branch functions are conducted efficiently and effectively. Communicate, support and monitor the credit union vision and business model.
• Ensure the branches and teller area is in compliance with laws and regulations as set forth by the NCUA.
• Evaluate and recommend appropriate changes to employee programs offered by PFCU.
• Serves as a project manager for operational projects affecting leadership oversight areas. Work with Project Manager to ensure projects deadlines are met.
• Assist with the recruitment and selection of quality applicants for vacancies, ensuring that the credit union is adequately staffed with competent employees.
• Assists the Chief Member Experience Officer with the vendor due diligence and risk assessment process to ensure it is completed in a timely manner and all documentation is up-to-date.
• Provide leadership level consultation in the areas of coaching, employee growth & development and performance management.
• Provide leadership oversight for East Region Branch Management team.
• Meet with East Region Branch Management team on a monthly basis to provide customized coaching and mentorship in the area of performance. Set goals and assist employees with developing plans for continual growth and success within their position.
• Monitor employees’ performance; conduct performance appraisals in a timely manner; provides encouragement and recognition for outstanding performance.
• Assist the Chief Member Experience Officer with overseeing annual budget for areas of responsibility, while maximizing return on expenditure and eliminating unnecessary costs.
• Communicate properly with all employees to ensure positive and clear understanding of the credit union goals and direction.
• When applicable, track incentives for Branch Managers and report to HR.
• Assist with staffing when needed. Ensure branch schedules are efficient and the appropriate number of staff are scheduled to work.
• Assist with cash counts for branches as needed.
• Seek training opportunities to develop or enhance through training, conferences, reading etc. Willingly participate in and attend educational functions and meetings as requested by management.
• Perform all other duties as assigned.

Regulatory Compliance

Follows regulatory and policy compliance requirements which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Red Flag and Anti-Money Laundering (AML) Regulations, and other compliance related policies.

Confidentiality

This position requires maintaining confidentiality with regard to non-public information about our members, employees and the Credit Union. We must protect the confidentiality of member information. Financial transactions are confidential and private. With account access, employees are to handle member information responsibly and confidentially.

Security

To ensure the safety and security of all employees, employees must follow all security policies and procedures at all times. Security is the responsibility of all employees.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Requirements

Bachelor’s Degree in Management, Business Administration or similar field is preferred. A combination of education and experience will be considered in lieu of formal degree.

Work Experience

Five to eight years of increasingly responsible experience in the financial industry or similar field, with a minimum of five years of experience in a leadership capacity.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees, clients, members, and the general public.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Must have the capability to deal with problems involving concrete variables in standardized and non-standardized situations.

Other Skills & Abilities

• Excellent knowledge of the credit union’s core system.
• Excellent working knowledge of the forms and documentation used by the credit union.
• Strong knowledge of credit union products and services.
• Excellent understanding of the Credit Union departments and procedures.
• Punctual, self-motivated, confident and accurate.
• Comfortable interacting with and presenting to all levels of management
• Positive team-oriented attitude and excellent leadership skills
• Excellent written and verbal communication skills.
• Knowledge of Credit Union and/or financial products.
• Effective problem solving skills
• Excellent communication and interpersonal skills both written and verbal.
• Ability to stay calm under pressure.
• Effective problem solving skills
• Professional attitude; supportive of management.
• Neat and professional in appearance and dress.
• Ability to create good word of mouth; proven ability to effectively refer products and services. Excellent math skills.
• Ability to operate related computer applications and other business equipment including adding machine, typewriter, copy machine, coin and money counting machines, computer and telephone.
• Good typing skills.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, and feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in work environment is usually moderate. While performing the duties of this job, the employee occasionally works near moving mechanical parts, and is occasionally exposed to risk of electrical shock.

Mental Demands

The employee is frequently required to use alertness, precision, resourcefulness, problem solving, numeric calculations, persuasiveness, auditory perception, memory, creativity, judgment, writing ability, reading ability, reasoning, imagination, patience, visual perception, comparing, and analyzing.

Intent & Functions of Position Descriptions

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff or termination decisions. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act (ADA), it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which pose an undue hardship on the Credit Union. Job descriptions are not intended and do not create employment contracts. The Credit Union maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

PFCU is an Equal Opportunity Employer.