Head of Branch Network & Customer Experience

Minnesota League of Credit Unions; Maple Grove, Northern (MN, KY); Hybrid; USD 82,000 - 110,000; Full time

Job summary

TopLine Financial Credit Union in Minnesota is seeking a Director of Retail Branches to lead the branch network, champion customer service standards, and drive operational excellence across locations.

You will coach Branch Managers, ensure policy compliance, and partner with executive leaders to advance lending, deposits, and other financial products while addressing member concerns with a professional, solution-focused approach.

Qualifications

• Four-year degree or related combination of education and experience.
• Minimum of three years of experience in management role within the financial industry specifically in managing a branch network and/or call center for a bank or credit union.
• Strong leadership, communication, and interpersonal skills.
• Thorough understanding of operational processes, compliance requirements and industry best practices.
• Experience in strategic planning, project management, and process improvement.
• Proficiency in technology platforms and systems relevant to credit union operations.
• Demonstrated ability to collaborate effectively across departments and drive organizational change. Commitment to excellence, integrity, and continuous improvement.

Responsibilities

• Promotes TopLine customer service culture, Red Book philosophy and values ensuring quality and teamwork in all areas by coaching and providing support in the department and throughout the organization.
• Leads by example in setting the highest standard of TopLine’s Red Book service for credit union members, employees and business partners.
• Ensure Retail Branches align with TopLine’s policies, procedures and regulatory requirements
• Partner with Chief Experience Officer to coach and mentor Branch Managers and Assistant Branch Managers.
• Assist in developing leadership skills among those in management roles and improving performance across the branches.
• Attend, observe and provide feedback to each Branch Manager and/or Assistant Branch Manager regarding their branch huddles/team meetings/touch bases to ensure that these are as effective as they can be with clear expectations and direction. Ensure that touch bases are being documented on a regular basis.
• Work closely with the Chief Experience Officer and Director of Sales to drive front-line branch sales initiatives, including lending, deposits, and other financial products.
• Work with Operations to identify and create a plan to address areas of improvement and execute said plan with staff in the branches to ensure results
• Serve as the first point of contact for escalated member complaints that could not be resolved in branch, ensuring prompt and effective resolution.
• Investigate and address member concerns with professionalism and a solution-focused approach
• Track all member complaints, feedback and resolutions for the VP of Retail Branches and include any recommended process improvements to enhance member satisfaction
• Oversee branch staffing levels and coordinate coverage to ensure seamless operations and shared coverage among branches when needed.
• Work closely with the VP of Retail Branches and VP of Operations to assist in the development and implementation of policies and procedures to enhance operational effectiveness
• Serve as the subject matter expert for branch staff when it comes to specialty accounts (i.e., business accounts, trust accounts, etc.)
• Administer the Assistant Branch Manager (ABM) Development Program hosting monthly touch bases with each ABM.
• Work with Learning and Development to develop and implement other position-based development programs.
• Provide Branch Manager coverage at branches when needed.
• Assist with completing the annual Branch Security Audits and making recommendations for areas of improvement.
• Performs other related duties and special projects as assigned.

Skills

Leadership

Communication

Interpersonal skills

Strategic planning

Project management

Process improvement

Collaboration

Compliance

Education

Four-year degree

Job description

TopLine Financial Credit Union in Minnesota is seeking a Director of Retail Branches to lead the branch network, champion customer service standards, and drive operational excellence across locations.

You will coach Branch Managers, ensure policy compliance, and partner with executive leaders to advance lending, deposits, and other financial products while addressing member concerns with a professional, solution-focused approach.