Branch Manager

BRANCH MANAGER

Pay Grade 11

JOB TITLE: Branch Manager

REPORTS TO: AVP of Member Experience + Growth

DEPARTMENT: Holmen

EXEMPT OR NON-EXEMPT: Exempt

POSITION SUMMARY

The Branch Manager is responsible for overseeing the daily operations of the branch to deliver exceptional member experiences, achieve growth goals, and ensure operational excellence and compliance. This role fosters a collaborative and motivating environment, coaching the branch team, and managing all aspects of day-to-day branch performance.

POSITION RESPONSIBILITIES

Member Experience

• Ensure team members are well-trained and equipped to deliver a consistent Verve experience.
• Monitor service quality, resolve escalated issues, and coach staff to achieve high member satisfaction.
• Identify and address member friction points, taking ownership of complaints and escalating systemic concerns as needed.

Leadership & Culture

• Cultivate a high-performing, solution-focused team culture aligned with Verve’s values.
• Lead the branch team in achieving goals through coaching, feedback, and performance management.
• Set clear expectations, address performance issues, and promote continuous development by example.

Operations, Risk, and Compliance

• Oversee daily branch operations, ensuring member service, security, and staffing meet expectations.
• Ensure compliance with regulatory and internal policies, maintain strong audit controls, and address issues promptly.
• Collaborate across branches and departments to align service standards and operational consistency.
• Maintain a clean, secure, and functional branch environment, resolving errors and escalating maintenance needs as necessary.

Growth & Business Development

• Drive growth in membership, deposits, and loans by tracking performance and executing referral and outreach strategies.
• Lead the Full Relationship strategy by coaching staff to identify member needs and recommend bundled solutions.
• Build community and business partnerships, participate in events, and collaborate with internal teams to generate referrals and support targeted campaigns.

Qualifications

EDUCATION AND EXPERIENCE

• Associate degree (A.A.) or equivalent from a two-year college or technical school; equivalent work experience may substitute for education.
• Three years of previous supervisory experience preferred.
• Two years of financial services experience with a primary focus in sales preferred, or an equivalent combination of education and experience.

KEY COMPETENCIES

• Proficient in Microsoft Office, internet-based applications, and able to quickly learn credit union systems and digital banking tools.
• Strong leadership skills with a demonstrated ability to coach, develop, and motivate teams.
• Excellent communication and interpersonal skills to engage members, influence team performance, and collaborate across all levels of the organization.
• Data-driven decision-making skills, with the ability to interpret branch performance metrics and take action.
• Business development mindset with proven ability to grow membership, deposits, and lending.
• Strong attention to detail and commitment to accuracy, compliance, and regulatory standards.
• Ability to adapt pace and priorities in a fast-changing environment while maintaining accuracy and service quality.
• Skilled in change leadership, fostering innovation, and driving adoption of new processes and technologies.
• Solid understanding of applicable banking rules, regulations, and operational controls.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office, the noise level in the work environment is usually quiet to moderate.
• Physical Requirements: Ability to sit or stand at a desk the majority of the day; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard, and phone. May occasionally reach with hands and arms; stoop, kneel, and crouch.

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.