Member Experience Manager

Job Overview

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Position Summary :

The Member Experience Manager is responsible for overseeing the operations of multiple branches within the credit union's network.

They will lead a team of branch managers / supervisors to ensure operational excellence, consistent member experience, compliance with regulations and policies for each location and achievement of key performance indicators (KPIs).

The Member Experience Manager is responsible for taking the lead in creating the best member experience team throughout the region by providing leadership, direction, coaching and accountability to the Branch Managers / Supervisors who oversee day to day operations in their branches.

This includes hiring, employee development, lending, product sales coaching, project support and member growth.

The Member Experience Manager is dedicated to working with the entire branch operations leadership team to create and sustain a culture that is filled with people who are Curious, Empowered, Compassionate, Accountable, Present, and Remarkable and driven to achieve.

They work collaboratively with the entire branch operations leadership team and support departments to assure that our team is optimally engaged and fulfilled in their work, resulting in a superior member experience and achievement of goals.

The Member Experience Manager will play a pivotal role in developing and implementing training programs in collaboration with the other Member Experience Managers and the Trainer, fostering collaboration among all locations, and maintaining a high level of employee accountability.

Additionally, they will work closely with the Vice President of Member Experience to align retail strategies with the credit union's overall vision and objectives.

Essential Functions and Responsibilities :

Hire and oversee branch managers / supervisors directly and branch staff indirectly. Implement performance improvement plans as necessary and recognize outstanding performance.

Provide coaching and support to branch managers / supervisors in managing their teams effectively.

• Commit to leading and managing in a way that creates an environment in which accountable employees thrive. Lead Branch Managers in performance, coaching, and development of themselves and their employees.
• Foster a positive and inclusive team environment that promotes employee engagement and retention.
• Oversee the development and monitoring of performance standards. Provide mentoring and coaching to support and develop branch managers / supervisors and retail staff.
• Work with branch managers / supervisors to ensure that their branches are staffed with team members that are engaged, embrace and demonstrate our core values, fulfilled in their work, properly trained and receiving regular feedback on performance.
• Provide support to the branches under their supervision by covering shifts as needed.
• Provide leadership, guidance, and support to branch managers, ensuring they achieve their objectives and KPIs. Monitor branch performance and take proactive measures to address any deviations from targets.
• Assist branch managers / supervisors in resolving complex member complaints.
• Oversee the lending functions of the branches through branch managers / supervisors. Monitor adherence to sound credit practices, procedures and policies.
• Ensure the soundness, security and safety of each branch. Oversee risk management efforts to mitigate potential risks and maintain a safe and secure environment.
• In collaboration with other Member Experience Managers, develop and maintain comprehensive training programs for branch staff to ensure consistent member service quality and compliance across the entire retail team.

Identify operational inefficiencies and collaborate with branch managers / supervisors to implement best practices.

• Support branch managers / supervisors by visiting branch locations and building employee relationships. Resolve escalated concerns of credit union members and / or employees with a goal of retaining membership and employees.
• Contribute to the development and execution of the Credit Union's strategic plan. Align retail strategies with the credit union's overall vision and objectives.
• Assist in appropriate vendor due diligence and periodic invoice review.

Job Type : Full-time

Pay : $79,963.00 - $104,950.00 per year

Experience :

Banking : 5 years (Required)

Work Location : On the road

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