Branch Manager

Job Title: Branch Manager

Reports To: Director, Branch Operations

Positions Supervised: Assistant Manager (when applicable), Senior Personal Service Counselor, Personal Service Counselor

FLSA Status: Exempt

Job Summary:

The Branch Manager leads the overall performance and day-to-day operations of the branch, with accountability for member experience, Team Member development, sales results, operational soundness, and risk management. This role sets clear expectations, develops Team Members, and ensures the branch operates safely, efficiently, and in alignment with Credit Union policies and regulatory requirements. The Branch Manager represents Together Credit Union in the community and brings our Core Values to life through a member-focused, Team Member-centered approach.

Job Responsibilities

• Leads the branch team to achieve or exceed branch performance goals by setting clear expectations and maintaining high standards of member service

• Evaluates branch performance, identifies trends or challenges, and adjusts strategies to improve results and profitability

• Oversees daily branch operations to ensure a safe, secure, and well-run environment aligned with Credit Union policies and regulatory requirements

• Coaches, develops, and supports Team Members to strengthen performance, build confidence, and meet individual and branch goals

• Partners with People Operations in the selection, hiring, onboarding, and development of branch Team Members

• Leads and reinforces effective, needs-based conversations with members to ensure products and services align with member goals

• Collaborates with cross-functional partners to support member growth, promotions, and branch initiatives

• Represents the Credit Union in the community by participating in events and building relationships that support brand awareness and local engagement

• Manages branch scheduling, reporting, audits, and required meetings to support operational consistency and risk awareness

• Develops and manages the branch budget, monitoring expenses and addressing variances as needed

• Maintains a working understanding of branch roles and steps in to support frontline needs during high-volume or staffing situations

• Upholds all applicable laws and regulations and proactively supports practices that protect the Credit Union from fraud and loss

Required Qualifications

An equivalent combination of education, training, and experience will be considered.

• High school diploma or equivalent

• 5+ years of experience in a service-oriented environment (financial services, retail, hospitality, call center, or similar)

• 1+ year of direct leadership experience (supervisory) or 2+years of indirect leadership experience

Preferred Qualifications

• 2+ years of direct leadership (supervisory) or 3+years of indirect leadership experience

Knowledge, Skills, and Abilities (KSA’s)

A representation of the knowledge, skills, and abilities necessary to perform this job competently.

• Ability to lead and influence others through clear expectations, coaching, accountability, and sound judgment

• Strong interpersonal and communication skills, with the ability to build trust and work effectively with Team Members, members, and business partners

• Ability to balance competing priorities while maintaining focus on service quality, results, and risk awareness

• Ability to analyze information, identify trends or concerns, and independently resolve issues using sound judgment

• Adaptability and resilience when navigating change, ambiguity, or shifting business needs

• Professional presence and emotional intelligence when handling sensitive situations, feedback conversations, or performance concerns

• Ability to influence outcomes through effective sales conversations, including identifying needs and making appropriate product or service recommendations

• Proficiency with common business technology and systems, such as Microsoft Office, used to support communication, reporting, and daily operations

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.

• Onsite work environment; requires regular use of online tools, systems, and collaboration platforms

• Frequent interaction with members and Team Members in a fast-paced service-oriented setting

• Occasional travel to other branch locations, vendor sites, or other business-related locations

• Attendance at offsite meetings, events, or conferences as needed

• Schedule may include evening or weekend hours based on branch and operational needs

Physical Abilities

The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work at a computer in a stationary position for up to 8 hours per day

• Ability to occasionally carry light materials (e.g., laptop, presentation materials)

• Ability to travel for business by car or air and stay in public accommodations as needed

Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity or expression, national origin, military or veteran status, disability (including pregnancy), genetic information, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.