As an Assistant Branch Manager in our Contact Center, you will play a crucial role in supporting LAFCU's vision of reducing standby time, balancing workload, protecting the member experience, and fostering transparency and effective communication.
You will lead and develop a cohesive, productive team while actively representing LAFCU in the community. Your commitment to our "People Helping People" values will enhance the membership experience and support our "Credit Union for Life" philosophy.
Key Responsibilities :
Team Development and Leadership :
- Support, train, and monitor staff to enhance their knowledge and skills.
- Conduct monthly one-on-one coaching sessions and annual performance appraisals.
- Address employee morale and performance concerns proactively.
- Ensure efficient branch scheduling and appropriate staff allocation.
Performance Monitoring :
- Track and monitor branch, department, and individual goals.
- Analyze productivity and profitability metrics.
- Coach and engage staff to meet performance targets.
- Document employee performance, including attendance, feedback, and disciplinary actions.
Communication and Transparency :
- Demonstrate effective leadership and communication skills.
- Hold regular branch and department meetings to ensure transparency and consistent expectations.
Operational Oversight :
- Ensure adherence to security procedures and emergency response protocols.
- Conduct audits and implement corrective actions as needed.
Project Management :
- Independently initiate and lead major projects.
- Align departmental capabilities and lead team members to achieve project goals.
Compliance and Regulations :
- Maintain up-to-date knowledge of applicable regulations and laws.
- Ensure compliance with credit union policies and procedures.
Qualifications : Experience :
Experience :
Three to five years of similar or related experience.
Education :
Bachelor's degree, or formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications).
Interpersonal Skills :
- Work involves significant personal contact with others inside and outside the organization for first-level conflict resolution, relationship building, and soliciting cooperation.
- Discussions often require a high degree of confidentiality, discretion, diplomacy, and tact.
Other Skills :
- Proficiency in operating a 10-key calculator.
- Proficient in Microsoft Office Suite.
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