Branch Manager, Virtual Solutions

Branch Manager, Virtual Solutions Fort St John, BC Closing Date: Until Filled

Summary

The primary purpose of this position is to assist North Peace Savings & Credit Union in living out our Service Mission, “To build rewarding relationships through a superior service experience.” One of the primary means to achieve this end is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution.

The Virtual Services Manager provides overall management of the Virtual Service Centre’s operations including personal lending, deposits, memberships, wealth management, and profitability. You will meet the Credit Union and team objectives and activities to achieve superior member experiences, optimal business retention, growth and productivity. As the expert in all virtual and in person services and offerings, you will grow the Virtual Service Centre expanding services to meet the changing needs of members across all Credit Unions Service centres. The successful candidate will be creative, technically savvy, energetic, and have a proven interest in learning and growth.

The Virtual Services Manager champions community involvement dedicated to expanding the Credit Union’s role as a financial services leader and a valued corporate citizen.

This role requires an understanding of the Credit Union’s business strategies and the competitive environment in which North Peace Savings and Credit Union operates.

Key Responsibilities

Virtual Services Management  The Virtual Services Manager will develop and implement an effective sales and service strategy to maximize growth and expansion of the membership base in support of the Credit Union’s annual performance goals and objectives. This will include business development, sales management, and staff development.  Ensure team delivers service to both internal and external members that is in alignment with the credit union’s Service Promises. o I promise to be respectful in every interaction. o I promise to do it right the first time. o I promise to deliver more than expected. o I promise to keep it simple and easy. o I promise to provide innovative solutions. o I promise to create a positive and memorable experience. o I promise to significantly improve your financial life.

It’s your life. Build it here. Strategic and Innovative Leadership  Create and implement innovative solutions to enhance the virtual member experience  Take a proactive approach in finding and implementing new ways to connect with members virtually and support other business lines in connecting with their members in new ways. This will include the development of our Online Service Delivery Platform.  Conduct market research and analysis specific to the local markets.  Stay up-to-date with external and internal developments in the environment for identifying new market segments.  Assess operational issues in regards to competitiveness, staying current in terms of current trends and innovations.  Work with community investment and marketing to provide a financial sales consultant outlook to their initiatives.  Recommend modifications for product or service improvement based on member needs.  Providing innovative solutions for service centers without a stationary Manager or Team Lead.  Assist in setting up virtual service centers that fall under a new branch model as assigned.  Prepare and recommend budget objectives, along with monitoring and coordinating activities to achieve strategic, operational and annual budget objectives.  Oversee assigned community investment budget.  Demonstrate enthusiastic support of corporate mission, core values and long-term objectives.  Proactively participate in community events resulting in a positive image of the Credit Union in the marketplace.  Be the champion for virtual services promoting the benefits both internally and externally.  Performs job duties within our bylaws, regulations, policies, established internal and external service standards and our work procedures.

Sales and Service Delivery  Create and sustain a relationship management environment ensuring that the reputation of the Credit Union is not compromised through the behaviors/activities of the staff.  Promote all of the Credit Union’s products and services with a goal of expanding the existing member book of business, wallet share, new member relationships and profitability of the Service Centre.  Ensure that product and service promotion processes favour and respect member objectives.  Maintain a working knowledge with respect to Credit Union products, services and marketing programs and strategies.  Implement Credit Union programs, product and service campaigns as required.  Recommend modifications for product or service improvement based on member needs.  Develop business and coordinate referral channels  Oversee the member dispute resolution process  Provide maximum support on proactive calling programs.  Ensure superior member service and up time is provided via Personal Teller Machines, Smart Offices and other virtual service offerings at all locations  Support Marketing as needed on Social Media efforts.

Employee and Team Engagement  Establish performance standards, evaluates performance of direct reporting staff, identifies training and development needs, making recommendations to senior staff concerning appropriate action to take; if necessary disciplinary procedures as directed.  Interviewing prospective employees and making selections in conjunction with other senior staff  Develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees’ performance.  Recognize employees who perform at a high level.  Hold employees accountable for their performance, attitude and behavior.  Meet with each employee monthly to review previous month’s performance, set goals for upcoming month’s performance and develop plans to improve employee’s performance.  Ensure that the service center meets sales and service goals as established by the Credit Union.  Train and supervise service center staff. Assign, direct, coordinate and review work performed by staff.  Manage the ongoing activities of direct reports and carry out necessary performance management activities  Manage the efficient workflow of the operations of the service Centre  Support the Team Lead, where needed, in providing technical direction in all areas of virtual service functions, balancing, security procedures and product information.  Organize, schedule and monitor Virtual all activities to ensure that maximum service levels are being provided to members and that work flows smoothly

Expected Outcomes of the Role The Virtual Services Manager’s successful execution of their role will result in the following outcomes:

 Expansion and growth of all Virtual Service Delivery channels  Planned goals and objectives are achieved  Members view the Credit Union as exceeding expectations in terms of service quality  Members are provided with the appropriate products that suit their needs  Service Center staff are knowledgeable about all Credit Union’s products and services  Service Center staff are engaged and motivated in their positions  A professional and safe work environment is maintained  All policies and procedures are adhered to

Education & Experience  Post-secondary degree or designation in a business related field or related experience,  5 years of progressive growth in the financial services industry with working knowledge of financial products, policies, procedures, and operations.

Required Knowledge Skills & Abilities  Thorough understanding of and the proven ability to, perform well and be leader in an environment that focuses on meeting the needs of members, managing processes and promotion of products and services that assist individuals achieve their financial goals  Understanding of the financial services industry and area of service  Knowledge of retail lending, deposit and investment products  Leadership that creates a positive team environment and productive work environment  Proven ability to coach a diverse team  Effective and transparent decision-making, planning and organizing abilities, and problem solving skills  Possess the following personal qualities: self-motivated, integrity, creativity, high standards, commitment, ethical values, and achievement oriented It’s your life. Build it here.  Proven skills to interact effectively with the public and all levels of management  Able to create realistic schedules and meet deadlines under stress and interruptions  Ability to assign and delegate work, problem solve, answer questions and evaluate results of performance  Proficient with various computer applications  Strong presentation, written, and verbal skills.

Core Competencies • Leadership • Time Management • Sales and Service excellence • Adaptability / Flexibility • Technically Savvy • Creative and Innovative Thinking • Coaching and Mentoring • Decision Making and Judgment • Member Service Focus • Planning and Organizing • Result Focus • Problem Solving • Team Work • Accountability and Dependability • Quality Orientation • Ethics and Integrity • Communication • Mediating and Negotiating • Decision Making • Development and Continual Learning • Organizational and Environmental • Sense of Humour Awareness • Communication

This role description duties may be added, removed or changed from time to time. External candidates may be considered for this position.

Olivia Young, Human Resources Specialist North Peace Savings and Credit Union 10344-100th St Fort St. John, BC, V1J 3Z1 Fax: 250-787-9191 or E-mail: [email protected] For a complete role description, visit: www.npscu.ca

North Peace Savings and Credit Union thanks all applicants for their interest; however, only those selected for an interview will be contacted.