Manager, Retail Branch Performance - Patelco Credit Union

About Patelco Credit Union:

Patelco Credit Union is a not-for-profit credit union with a purpose to build financial health and wellbeing for our members.Since1936,Patelco has grown from $500 in assets to over $9 billion in assets and is the 7th largest credit union in California with branches throughout Northern California.  

 

We are here for our members throughout all their stages of life. Meeting them with the products and services to help them plan purposefully for their futures and to secure our life-long partnership as their trusted financial advocate. As one team, we are all committed to delivering service, empowering financial literacy, creating products, and providing new technology for our members.  

 

We believe that work should be rewarding, challenging, and enjoyable. We’re dedicated to creating a positive and supportive culture where our team members can thrive. If you’re looking to use your skills and knowledge to make a difference in our members’ lives, Patelco could be the perfect fit for you. 

Overview:

In this role, responsibilities will include partnering with the Director, Retail Branches in coaching and developing a true member engagement culture that supports excellence in service and participation. The Regional Performance Manager will also be responsible for the strategic leadership and partnership collaboration that is needed to support all branches within the network. 

Responsibilities:

• Assists Branch Manager and Director, Retail Branches in developing and implementing strategies to capitalize on opportunities, highlight the features and benefits of our products and services, support overall credit union member services, promotions and member service objectives and expectations.  
• Support Branch Manager and Director, Retail Branches in developing a culture within branches that fosters quality and continuous improvement on all performance accountabilities and member interactions.  
• Understands and models the Mission, Vision, and Core Values with both team members and members. 
• Work with Branch Leadership and Director, Retail Branches to develop a highly efficient and productive branch team focused on delivering exceptional member service and offering solutions to improve members’ financial well-being. 
• Advise Branch Managers on gaps in performance on service and solutions. Work directly with Branch Managers on action planning with guidance of Director, Retail Branches 
• Conduct regular branch visits to inspect and coach to the performance of the branch which includes, but not limited to, team member engagement, execution of branch/region/CU objectives, operational standards, and member experience.  
• Manage and execute talent strategies related to hiring, onboarding and skill development.  
• Supports the career development of team members through consistent coaching, professional development, and purposeful career pathing steps. 
• Create and implement training materials based on performance gaps and region needs.    
• Accountable for investigating and resolving escalated inquires and service issues. Working with other lines of business within the organization to enhance member experience.  
• Acts as an advisor to the region and guides on the tools and resources utilized for success.  
• Develops and inspires Certified Financial Specialists focusing on delivering exceptional member service and offering solutions to improve members’ financial well-being by tailoring recommendations with Patelco’s products, services, and digital solutions.  
• Acts as a Subject Matter Expert for projects and initiatives while collaborating with other lines of business within the organization.  
• Build and partner across the organization to ensure strategic alignment and execution of business strategies and initiatives.  
• Support Branch Operations Readiness, Assessment and Action planning to ensure each branch is operating under a strong culture of operational integrity. 
• Act as a subject matter expert on day to day operations of running the region along with the Director, Retail Branches.  
•  Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union’s policies and procedures.
• Assess risk associated with your business processes and identifying control deficiencies to drive the company compliance and risk mindset and business performance.
• Other duties as assigned. 

Qualifications:

• Bachelor’s Degree in business or related field; or equivalent experience required 
• Minimum of 7 or more years of experience as a Branch Manager and/or Manager, Retail Branches equivalent role. 
• Prior experience conducting gap analyses 
• Prior experience delivering training 

• Certified in current organizational Service & Coaching programs, or ability to be certified 
• Demonstrate ability to coach team members to achieve performance standards.  
• Excellent communication and facilitation skills 
• Time management skills 
• Ability to deliver high impact training 
• Strong team player with aptitude for region performance.  
• Ability to build strong working relationships with business partners in internal lines of businesses across the organization.  
• Communication, analytical and influencing skills.  
• Self-motivation coupled with strong analytical skills and internal process control skills mind-set.  
• Motivated self-starter, with the ability to pick up and learn new skills and knowledge quickly.  
• Attention to detail combined with an ability to absorb information and form an opinion or conclusion. 
• Extensive travel required for role 

Target Base Pay:

$98,986 - $123,736

Compensation at Patelco:

Please note that the salary information is a general guideline only. Patelco Credit Union considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

We Offer:

Physical Health:  

• Exceptional Medical, Dental, Vision, and Life Insurance benefits  
• Rewards for completing wellness related activities  

 

Financial Health:  

• Competitive compensation packages with bonus opportunity 
• 401(k) with 3% Safe Harbor and 5% employer match 
• Discounts on loan products 
• Tuition reimbursement  

 

Emotional Health:  

• Employee Assistance Program (EAP)  
• PTO for part-time and full-time positions   
• Paid holidays  

 

Personal Development:  

• On-the-job training and skills development 
• Internal transfer opportunities for career growth  
• Volunteer work  

 

Patelco Credit Union is an Equal Opportunity Employer including individuals with disabilities and protected veterans 

  

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