Branch Operations Leader - Elevate Service & Growth

lmcu; Troy (MI); On-site; USD 60,000 - 90,000; Full time

Job summary

Lake Michigan Credit Union is seeking a Branch Operations Manager in Troy to lead the daily operations of the retail branch and partner with the Market Leader to deliver superior member experiences. This role focuses on driving team performance, ensuring operational excellence, and maintaining compliance with policies and regulatory standards.

Responsibilities include overseeing training, scheduling, notary & NMLS readiness, and building strong community relationships to grow branch sales and

Qualifications

• High school diploma required.

Responsibilities

• Assist the Market Leader in driving team performance by providing clear direction, coaching, and support to encourage the right behaviors, actions, and results.
• Actively contribute to developing the branch team, supporting their growth and ensuring service excellence through continuous coaching.
• Establish and enhance LMCU presence in the local community by participating in networking events and initiating outbound calling efforts to drive branch sales.
• Oversee branch operations, including training, scheduling and facility management conducting regular meetings to keep all team members informed and motivated.
• Conduct integrity coaching sessions celebrating and addressing employee performance issues as needed.
• Hold branch staff accountable for LMCU initiatives, goals, processes, and procedures, ensuring that operational standards are met.
• Celebrate team success and encourage recognition of individual and collective contributions to branch goals.
• Ensure that operational compliance is maintained across all aspects of the branch, including policies, procedures, and performance standards.
• Demonstrate the ability to make informed decisions by balancing data with intuition and experience, while regularly consulting with the Market Leader for guidance on complex challenges.
• Approach problem-solving as an opportunity for creativity, empowering the team to find solutions and take ownership of challenges.
• Oversee branch scheduling to ensure adequate staffing levels that meet the needs of members and maintain service excellence.
• Ensure compliance with LMCU's policies, regulatory requirements, and industry standards when processing transactions, handling member data, and managing financial products.
• Become registered through NMLS and achieve notary certification as required to serve members' needs and assist with legal documentation.
• Advocate for and uphold LMCU's culture, ensuring all team members adhere to the 3C's, I AM LMCU values and deliver outstanding service that aligns with LMCU's standards.
• Promote a welcoming branch environment by leading in the lobby and ensuring that staff members proactively engage with members to meet their needs.
• Create and nurture an environment of remarkable member experiences ensuring that the branch is building lifetime loyalty with all members.
• Demonstrate the ability to resolve conflicts effectively, deescalating adverse situations with professionalism and maintaining a positive branch environment.
• Educate and coach team members to recognize member needs, identify opportunities for cross-selling, and promote LMCU products and services through a consultative approach.
• Uphold accountability for the accuracy and quality of service delivery, providing ongoing coaching to improve staff performance and meet organizational goals.
• Review consumer loan applications, ensuring high-quality standards are met, while identifying cross-sell opportunities for members.
• Adhere to and champion our core values of curious minds, collaborative hearts, and continuous excellence.
• Assist in achieving growth targets by motivating the team, recognizing achievements, and encouraging behaviors that support LMCU's business objectives.
• Support the Market Leader in building and enhancing LMCU's presence in the community, developing relationships that align with the credit union's foundational values.
• Contribute to the development and execution of community engagement strategies, strengthening relationships with local businesses and members to drive growth.
• Play an active role in fostering personal and business member relationships by engaging with them during branch interactions and providing proactive financial solutions.

Education

High school diploma

Job description

Lake Michigan Credit Union is seeking a Branch Operations Manager in Troy to lead the daily operations of the retail branch and partner with the Market Leader to deliver superior member experiences. This role focuses on driving team performance, ensuring operational excellence, and maintaining compliance with policies and regulatory standards.

Responsibilities include overseeing training, scheduling, notary & NMLS readiness, and building strong community relationships to grow branch sales and