Branch Operations Manager - Lowell

Lake Michigan Credit Union; Lowell (MA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Weekly pay

Health coverage

HSA match

Tuition reimbursement

Parental leave

Job summary

Lake Michigan Credit Union is seeking a Branch Operations Manager in Lowell, MA. You will support the Market Leader to drive performance, coach staff, and promote branch growth while delivering outstanding member service.

This role involves hands-on oversight of daily operations and community engagement. The ideal candidate has strong leadership, a track record of coaching teams, and deep knowledge of consumer and business banking products.

Qualifications

• High school diploma or equivalent (required), banking experience preferred.
• Michigan Resident Producer Credit Insurance License required for Michigan-based employees.
• Notary certification and NMLS registration required.
• Strong leadership and mentorship capabilities; proven coaching ability.
• Extensive knowledge of LMCU products and services, including consumer and business accounts and loans.

Responsibilities

• Assist Market Leader in driving team performance with clear direction and coaching.
• Develop branch team and ensure service excellence through coaching.
• Build the branch's community presence through events and outbound outreach.
• Oversee branch operations, including training, scheduling, and facility management.
• Ensure compliance with policies, procedures, and standards; maintain data integrity.

Skills

Leadership

Coaching

Team management

Community outreach

Sales targets

Education

High school diploma or equivalent

Michigan Resident Producer Credit Insurance License

Notary certification

NMLS registration

Tools

NMLS

Job description

General Information Primary Location: Lowell Employee Status: Full-Time Workplace Type: Fully On-Site

Who we are

At LMCU, you'll find more than just a job - discover a fulfilling career where your contributions truly matter. Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life.

About this position

LMCU is looking for a Branch Operations Manager who responsible for assisting Market Leader in delivering superior results and best in class service experiences maximizing employee productivity and operational accuracy and effectiveness. This role involves actively participating in enhancing LMCU’s brand presence in the community, fostering strong business, contributing to the success of the branch and helping all members achieve dreams for a lifetime. The Branch Operations Manager is a key leader in driving team performance, operational excellence and accuracy while ensuring superior member experience for all. This role has the responsibility for the daily operations of the Retail Branch. Travel: 15%

What you’ll do

Leadership Development & Team Management

• 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.

Operational Oversight & Compliance

• 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.

Member Experience & Relationship Management

• 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.

Growth

• 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.

What you’ll bring

• High school diploma or equivalent (required), with further education or banking experience preferred.
• Michigan Resident Producer Credit Insurance License required for all Michigan-based employees.
• External candidates without current licensure must successfully complete the licensing examination and provide proof of certification within 90 days of hire.
• Registered through NMLS and notary certification as required.
• Extensive knowledge of LMCU products and services, especially related to both consumer and business accounts and loans.
• Proven ability to meet sales targets and contribute to branch goals in a fast-paced, customer-focused environment.
• Strong leadership and mentorship capabilities, with a track record of coaching peers and building collaborative team environments.

What you’ll get

• All Employees: weekly pay and retirement savings options.
• Full Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.

To see a full list of our benefit offerings, check out this helpful guide!

Equal Opportunity Employer

LMCU is an Equal Opportunity Employer Lake Michigan Credit Union is fundamentally different than a bank, both in our structure and mission. Our goal has always been to do what is best for our members. This approach guides every decision we make and every service we offer. As a credit union, our goal isn’t to generate profits for shareholders, it’s to improve the lives of our members. LMCU is consistently rated in the top ten in the nation for Return of the Member by Callahan & Associates, meaning we give back more to our members in the form of higher rates when they save and lower rates when they borrow. At LMCU, the emphasis on delivering real value to our members has been job one, since day one. As one of the largest credit unions in the nation for several years running, LMCU has earned many awards and accolades such as inclusion as one of the 101 Best and Brightest Companies to Work For Nationally and being recognized by Forbes as a Great Place to Work. As an employee, you'll enjoy a stimulating, professional atmosphere, supported by the latest technology, training, and development. We recognize that a healthy balance between work, home life, and play is essential to our employees and our success. We offer a friendly, respectful and inclusive work environment, fun employee activities and rewarding community involvement opportunities. You’ll love working here at Lake Michigan Credit Union! LMCU is an Equal Opportunity Employer