Branch Manager

Job Description Statement

The Branch Manager is responsible for leading the branch as a business unit by driving performance, developing employees, delivering exceptional member experiences, and maintaining strong operational, compliance, and security standards. This role builds a culture of accountability, supports employee engagement and development, and ensures branch goals are achieved through effective leadership, sound decision-making, and consistent execution. The Branch Manager represents Champion Credit Union in the community and partners across departments to support organizational goals, strengthen member relationships, and promote long-term branch success.

Credit Union Branch Staff Standards

• Represent the Credit Union in a courteous and professional manner at all times.
•  Responsible for establishing and maintaining strong relationships with members, ensuring a welcoming and service-oriented environment.
• Comply with credit union operations and security procedures, including participation in dual-control function.
• Adherence to branch opening and closing procedures.
• Maintains expert knowledge of credit union products and services and exhibits confidence to educate members and recommend appropriate financial solutions.
• Maintains a culture of financial discovery by identifying member needs and recommending products and services that strengthen primary relationships.
• Maintains confidentiality of member account information.
• Protects and supports the Credit Union’s reputation by delivering consistent, high-quality service.
• Ensures work area is clean, secure, and well-maintained.
• Creates a culture of ownership by ensuring member concerns are resolved accurately, promptly, and with a focus on one-touch resolutions whenever possible.
• Promotes a positive team environment within the branch and across departments to support high-quality service.
• Contribute to team efforts by participating in credit union events, promotions, and maintain a positive attitude with members and staff.
• Participate in meetings and in-house training required.

Essential Duties and Responsibilities

• Lead employee performance through regular coaching, meaningful one-on-one conversations, continuous feedback, accountability, and development planning. Identify and develop future leaders within the branch.
• Leads daily branch operations by balancing member service, employee development, operational risk, and business performance while ensuring consistency across all branch functions.
• Build a culture of accountability by setting clear expectations, coaching employees toward success, addressing performance concerns promptly, and recognizing achievements.
• Approve service fee refunds to members when necessary.
• Plans staffing proactively to balance member demand, employee development opportunities, and operational efficiency.
• Addresses employee performance concern promptly, professionally, and consistently while fostering a culture built on accountability, respect, and trust. Recognizes when Human Resources engagement is appropriate.
• Ensure operational excellence through audit readiness, operational accuracy, risk management, security practices, cash controls, and adherence to established policies and procedures.
• Own operational risk within the branch by safeguarding member information, maintaining security standards, protecting assets, and ensuring compliance with regulatory requirements.
• Manages branch operating expenses responsibly while identifying opportunities to improve efficiency without compromising the member experience.
• Develop talent through coaching conversations, development planning, succession planning, employee engagement initiatives, and ongoing training opportunities.
• Maintains proficiency in front-line responsibilities and provides direct member assistance when needed to support operations, mentor employees, or ensure an exceptional member experience.
• Lead branch efforts to achieve performance goals related to loans, deposits, new memberships, primary relationships, member retention, and overall branch growth.
• Represent CCU within the community by building relationships with local businesses, schools, civic organizations, and community groups while identifying opportunities to expand branch visibility and influence.
• Analyze branch performance data, identify opportunities for improvement, solve problems proactively, and implement strategies that support branch and organizational goals.
• Provides continuous coaching, timely feedback, and formal performance evaluations that develop employees, reinforce accountability, and improve overall branch performance.
• Conducts regular team meetings that communicate priorities, reinforce expectations, celebrate successes, encourage collaboration, and support continuous improvement.
• Ensure compliance with all governing regulations, specifically the Bank Secrecy Act (BSA), OFAC and the Patriot Act, and all state and federal laws.
• Performs additional duties assigned by supervisor.

Supervisory Responsibilities

Provides day-to-day leadership for branch employees through coaching, accountability, workload management, performance development, recognition, and clear communication while creating an engaged, high-performing team committed to exceptional member service.

Required Performance Skills/Abilities

• Ability to build a culture of accountability through coaching, performance management, employee engagement, and leadership development.
• Ability to prioritize resources, balance competing objectives, and execute branch strategies while maintaining operational excellence.
• Demonstrates a professional appearance in accordance with dress code standards.
•  Proficiency in core systems and standard office software.
• Ability to collaborate across departments, influence positive outcomes and support organizational initiatives.
• High attention to detail and commitment to operational accuracy.
• Strong communication skills with the ability to deliver feedback, coach employees, influence outcomes, and build relationships with employees, members, and business partners.
• Ability to work independently with minimal supervision. 
• Strong knowledge of financial products and services, and branch operations.
• Strategic thinking and decision-making skills with the ability to analyze data, identify opportunities, solve problems proactively, and lead change effectively even when making difficult decisions.
• Exhibits self-awareness, confidence, and excellent organizational habits.
• Demonstrates reliability, integrity, and professionalism. 
• Build trust through consistency, integrity, and accountability.
• Champions change with a positive attitude while helping others adapt.
• Uses data, observations, and coaching conversations to improve branch performance.
• Maintains composure and professionalism during difficult member or employee situations.

Qualifications

Education and/or Experience

• High School graduate or equivalent. 
• Associate or bachelor's degree in business preferred.  
• Advanced understanding of Credit Union operations. 
• Previous management experience required; branch management experience preferred.
• Working knowledge of front-line policies and procedures.  
• Three years of lending experience preferred. 
• Business development experience preferred.

Certificates, Licenses, Registrations

• Certified Credit Union Financial Counselor
• Notary

Physical Demands

The physical requirements described are representative of those necessary to perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Regular periods of sitting and standing.
• Frequent use of hands for operating office equipment.
• Occasional lifting of up to 50 lbs.
• Requires close vision and the ability to adjust focus

Work Environment

The work environment characteristics described are representative of those encountered while performing the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work is typically performed in a moderate-noise branch environment

Intent and Function of Job Descriptions

This job description outlines responsibilities, and minimum qualifications for this role and is not intended to be all-inclusive.  Additional duties may be assigned by supervisors as necessary.

In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to enable qualified individuals to perform the essential functions of this position. However, no accommodation will be made which may pose serious health or safety risks.

This document is not intended as does not create an employment contract Champion Credit Union is an at-will employer, employees can be terminated at any time for any reason not prohibited by law.