Regional Manager

Self-Help Services; Jacksonville (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Self-Help is a nonprofit financial cooperative focused on economic justice, seeking a Regional Retail Operations Leader to oversee branches in the assigned region. You will guide branch teams, ensure policy compliance, and drive customer service excellence while supporting community development efforts.

You will coach Branch Managers, monitor performance metrics (transactions, deposits, loans), plan staffing, and advance growth initiatives in line with Self-Help's mission.

Responsibilities

• Maintains operational integrity throughout the branches assigned to the region.
• Ensures branch adherence to policies, procedures and controls for safety of employees, members and assets.
• Recommends action plans to improve policies and mitigate losses.
• Promotes growth and community impact across branches.
• Ensures customer service excellence and prioritizes member focus.
• Acts as liaison between regional management and branches.

Job description

Job Description:

WHO We Are:

Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers in building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we're committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high-quality schools to grocery stores selling fresh food resources that support opportunity at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we've constantly sought to find new ways to pursue greater economic justice: from providing fair and affordable loans to working with partners to demand that lawmakers change unjust policies.

What You'll Do :

RETAIL OPERATIONS

• Maintains operational integrity throughout the branches assigned to the region. Initiates and directs activities to generate servicing of members and development of new business by monitoring results, providing leadership, and coaching Branch Managers and/or branch team members.
• In each assigned region, ensures branch(s) adherence to operational policies, procedures and controls to ensure the safety and security of employees, members and credit union assets.
• Recommends action plans to improve operational policies, procedures and controls; and mitigate controllable losses in operations.
• Encourages and supports organizational initiatives, activities and programs that promote growth and works to establish a positive impact on the communities and members being serviced.
• Ensures that customer service excellence is achieved by encouraging staff to meet high levels of service, confidence, trust, empathy and by promoting members as the primary focus.
• Acts as a communication liaison between SHCU/SHFCU Retail Management and the retail branches within assigned region.
• Ensure all branches are in compliance with Self-Help's processes and procedures, federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies.

STAFF MANAGEMENT AND DEVELOPMENT

• Develops teamwork by building consensus and drawing upon the ideas and suggestions of others while fostering a work environment reflecting mutual respect and trust.
• Promotes professional growth of team members through planned development activities and experiences. Counsels, advises, and motivates team members. Ensure that staff receive on-going training, including compliance and security procedures.
• Reviews and recommends objectives, policies, and procedures for assigned branches.
• Takes ownership of, drives and is accountable for branch performance within region. This includes operational and growth metrics, among others transaction volume, teller errors, loan volume, net deposit and member growth and new accounts.
• Plans for and recommends changes in staff structure, scheduling staff rotation/assignments and judiciously manage staff overtime.
• Manages performance appraisals, performance improvement plans, promotions, and terminations.

STRATEGIC PLANNING

• Leads the strategic planning process for the region by recommending goals; develops, communicates, and implements branch level production goals, budgets and operating plans to align with achieving them.
• Supports managers in their effort to be agents of change to drive Self-Help's economic inclusion initiatives by integrating supplier diversity and the use of businesses owned by women and people of color in third party contracting and vendor management for relevant products and services.
• Evaluates the effectiveness of branches through analysis of branch activity reports; manages write-offs to a minimum; monitors branch performance against goals.

BUSINESS DEVELOPMENT

• Organizes external new business development programs within regional market. Assists with the development of branch business plans to ensure that all deposit and loan production goals are met.
• Researches for mission aligned opportunities. Maps current network to identify insights that enable us to further expand our relationships for increased visibility.
• Nurtures and develops community relations to enhance SHCU/SHFCU reputation.
• Identifies partnerships and collaborations opportunities with public, private and nonprofit entities that advance our mission and impact while strengthening our partners.
• Represents Self-Help in civic and community events and venues to further enhance its image and develop business.
• Educates the larger community about Self-Help's mission, and capabilities to bring about community development transformation.
• Leads business development planning sessions with Branch Managers, providing guidance and direction.
• Creates short and long-term development strategies in conjunction with team and senior management to optimize branch capacity, identify new opportunities for improvement and growth, and ensure achievement of business g