Senior Branch Operations Lead – Member Experience

St. Mary's Bank Credit Union; Londonderry (NH); On-site; USD 40,000 - 47,000; Full time

Job summary

St. Mary’s Bank Credit Union is seeking a Supervisor II to lead daily branch operations in a mid-sized environment in Londonderry, NH. You will oversee teller and platform activity, coach staff, and drive sales referrals while ensuring accuracy and compliance.

You will mentor frontline employees on cash handling, transactions, and customer service, while supporting branch goals and maintaining high standards of risk management and service quality.

Qualifications

• 4+ years in branch operations with supervision or lead role.
• Associate degree or equivalent experience required.
• Experience with complex transactions and account structures.
• Proven sales/referral support in a banking environment.
• Coaching and developing employees to higher proficiency.
• Experience supporting audits or corrective actions.

Responsibilities

• Oversee daily branch operations at teller and platform.
• Mentor and coach frontline staff with real-time guidance.
• Train staff on cash handling, processing, and loans.
• Support sales goals by engaging members in needs-based conversations.
• Ensure referrals meet quality standards and document activities.
• Handle overflow transactions and complex cases with team.
• Monitor balancing, accuracy, and documentation to reduce risk.
• Resolve escalated member issues promptly and professionally.
• Ensure policy, security, and regulatory compliance.
• Assist with audits, branch assessments, and corrective actions.
• Collaborate on staffing, cross-training, and scheduling.
• Provide leadership coverage in the absence of management.

Skills

Communication

Leadership

Member Focus

Problem Solving

Organizational

Interpersonal

Technical Proficiency

Risk Management

Education

Associate degree or equivalent experience

Tools

Microsoft Office

Banking software

Job description

St. Mary’s Bank Credit Union is seeking a Supervisor II to lead daily branch operations in a mid-sized environment in Londonderry, NH. You will oversee teller and platform activity, coach staff, and drive sales referrals while ensuring accuracy and compliance.

You will mentor frontline employees on cash handling, transactions, and customer service, while supporting branch goals and maintaining high standards of risk management and service quality.