Branch Manager
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.