The Senior Manager of Branch Operation provides leadership and operational oversight for the Member Solutions team, ensuring consistent, relationship‑focused service delivery and a strong employee experience. This role leads a team of front‑line professionals, drives continuous improvement, and supports business growth by building meaningful member relationships and optimizing branch operations.
The Senior Manager of Branch Operation plays a key role in developing talent, improving processes, and adapting services to meet the evolving needs of members while maintaining a positive, engaged, and high‑performing team environment.
What You’ll Do
- Lead, coach, and develop a team of Member Solutions Representatives through observation, feedback, and performance coaching.
- Create a positive, collaborative, and relationship‑focused team culture that values accountability and continuous improvement.
- Oversee day‑to‑day branch operations, including scheduling, workflow management, and service delivery.
- Support effective onboarding and ongoing development of team members.
- Build strong relationships with members through proactive outreach, service quality, and personalized experiences.
- Identify opportunities to improve processes, systems, and service models in collaboration with internal partners.
- Use data, reporting, and observation to assess performance, service effectiveness, and member engagement.
- Support outreach initiatives that strengthen member connections and reduce inactive or dormant accounts.
- Handle employee and member concerns professionally and constructively.
Success in This Role Looks Like…
- A confident, engaged team that understands expectations and consistently delivers high‑quality service.
- Members experience accessible, personalized, and relationship‑driven interactions.
- Branch operations run smoothly, efficiently, and adapt effectively to change.
- Employees feel supported, coached, and motivated to grow.
- Continuous improvement is embraced, with ideas welcomed and acted upon.
- Communication is clear, respectful, and responsive across all levels.
What You Bring
- Proven people leadership experience with a strong focus on coaching and team development.
- Experience in member service or customer‑focused environments.
- Background in financial services is an asset.
- Strong interpersonal, communication, and relationship‑building skills.
- Ability to balance operational priorities with a people‑first approach.
- Confidence navigating change, solving complex problems, and improving processes.
- A flexible, adaptable leadership style aligned with service excellence.
Why Join Us
- Make a meaningful impact on members, colleagues, and the community.
- Lead within a values‑driven credit union focused on relationships, trust, and collaboration.
- Opportunity to develop people, influence service delivery, and drive positive change.
- Work in an environment that supports learning, growth, and leadership development.
We thank all applicants for their interest; only those selected for an interview will be contacted.
