Manages, develops and leads branch teams; leveraging time in the branch to coach retail associates in relationship building/referral techniques and strategies, coaches managers to coach the behaviors and activities necessary to support achievement of scorecard objectives.
Tracks and reviews regional sales scorecard and service performance, communicates numbers to let people know where they stand and engages teammates in understanding the reasons behind their numbers. Coaches retail teams to improve results by analyzing key scorecard components and behaviors aligned to successful performance.
Practices on the spot coaching in branch locations with retail staff. Interacts with members, demonstrates sales practices and referrals, and provides skill building opportunities through sales meetings and branch huddles.
Regularly reviews reports, scorecards and sales data for missed opportunities or ideas for action plans to support achievement of expected results. Meets with branch staff to review as well as retail managers.
Owns scorecard/incentive process; developing and adjusting objectives; monitoring results, auditing for accuracy and directing action plans for improvement areas.
Assumes responsibility for understanding and communicating branch NPS scores and information. Partners with retail managers and branch teams to analyze results and execute follow-up plan for member comments. Communicates a compelling vision of outstanding member service for the team.
Partners with Retail Management Team to foster a member-centric environment across all branches by holding associates accountable for delivering an exceptional and consistent member experience.
Reinforces the credit union’s mission and values by serving as a culture agent. Communicates expectations clearly and motivates team commitment to integrating core values into our daily member and team interactions.
Understands the Meritrust Strategic plan, and its implementation at the branch level. Shares an exciting vision of initiatives detailed in the business plan and translates strategy into actionable plans to drive branch performance.
Collaborates with other Regional Retail Director and Director of Deposit Operations to identify and eliminate inconsistencies in branch operations. Conducts frequent branch visits to ensure consistent adherence to policies, sales efforts, and implementation of new products and services. Holds managers and branch teams accountable to the consistent policy/procedure standards.
Assumes responsibility for adequate staffing at branch locations. Utilizes transaction reports and staffing models to forecast staffing needs and schedule branch teammates and Flex associates accordingly. Manages, collectively, and approves time off requests across the branch network.
Promotes the credit union’s community development activities and participates in community projects and partnerships.
Identifies branch training needs and works with Retail Managers and Line of Business Partners to deliver local, policy/procedure or sales/service training.
Participates and/or facilitates regular and effective Retail Manager meetings, including weekly team conference calls to discuss scorecard progress and share best practice strategies.
Maintains knowledge of state and federal regulations applicable to transactions performed with the branch. Assist with resolution of regulatory and audit findings.
Maintains knowledge of current Meritrust sales and service practices. Regularly attend training, line of business presentations, branch huddles and sales meetings.
Perform other duties as assigned by supervisor.