Connexus Credit Union
Overview
Director of Branch Operations at Connexus Credit Union. This role reports to the Vice President of Member Financial Services and is responsible for the operational and business relationship development across Connexus branches. The position is onsite in Wisconsin with weekly travel to nearby branches; Connexus is a remote-first employer with many employees in the upper Midwest. Connexus offers a comprehensive benefits package and a culture focused on collaboration, development, and delivering an exceptional member experience. Responsibilities
Develop and implement strategic plans to achieve the vision for branch operations, ensuring profitability, sustainability, compliance, and audit readiness of the branch network. Lead all onsite branch operations with a consistent physical presence to drive performance, support branch teams, and ensure alignment with organizational goals and priorities. Foster a strong, service-driven culture by promoting best-in-class service delivery and value-based selling through face-to-face coaching and supervision at each branch. Build and maintain strong onsite leadership with branch teams and internal stakeholders to promote collaboration and ensure consistent delivery of the member experience. Research and recommend onsite operational and service delivery enhancements to optimize member access and satisfaction. Evaluate and improve in-branch processes to enhance operational efficiency and support peak performance across physical locations. Monitor and manage branch operating expenses in alignment with the approved budget while ensuring cost-effective staffing and service delivery. Accountable for onsite recruitment, talent selection, development and engagement of high performing branch staff. Coach and mentor Branch Managers in person to cultivate leadership and engagement at every level. Regularly visit branches to monitor, track and evaluate performance of the operation on a regular basis to ensure the quantitative and quality goals are met. Provide management reporting relative to key performance indicators and action plans for addressing any deficiencies. Regular visits are quarterly with additional visits expected as needed. Handle escalated member situations, requests, and concerns onsite and over the phone demonstrating high standards of professionalism and care. Act as the primary onsite point of contact for audits, inspections, and compliance reviews, ensuring satisfactory outcomes and timely resolution of findings. Provide strategic and tactical support for the ATM Program including: provide training and direction to in-branch subject matter experts, facilitate ATM stakeholder meetings, and develop KPIs to assess the effectiveness of the ATM program. Utilize data to track and monitor progress through KPIs, production, and all other appropriate measurements. Qualifications
Bachelor’s Degree or commensurate experience required. 8+ years of related experience required. 5+ years of people leader experience required. In a leadership capacity, persuades and educates others, communicating vision, goals and strategy. Builds and maintains relationships/buy-in with key stakeholders, both internally and externally. Demonstrates and leads with behaviors that support our values and culture including creating accountability with other leaders/operational areas. Significant, successful and proven customer service/financial industry experience. Advanced understanding of banking operations with functional understanding of branch locations. Ability to prioritize, coordinate and support projects to improve member experience; streamline operations; reduce expenses; and increase sales. Excellent written and verbal communication skills with strong interpersonal skills and time management skills; effective problem solving abilities; excellent analytical skills and proven leadership skills; good technical skills. Benefits
25 days of paid time off and 8 paid holidays 16 hours of paid Volunteer Time Off 401K retirement with up to 6% employer match Health Savings Account with generous employer contributions Employer-paid Life insurance, Short-Term and Long-Term Disability Tuition Reimbursement from $4,000 - $7,000 per calendar year Robust Learning and Development program that includes an annual professional development stipend Equal Opportunity Employer/Disabled/Veterans/41 CFR 60–1.4, 41 CFR 60-1.35
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Director of Branch Operations at Connexus Credit Union. This role reports to the Vice President of Member Financial Services and is responsible for the operational and business relationship development across Connexus branches. The position is onsite in Wisconsin with weekly travel to nearby branches; Connexus is a remote-first employer with many employees in the upper Midwest. Connexus offers a comprehensive benefits package and a culture focused on collaboration, development, and delivering an exceptional member experience. Responsibilities
Develop and implement strategic plans to achieve the vision for branch operations, ensuring profitability, sustainability, compliance, and audit readiness of the branch network. Lead all onsite branch operations with a consistent physical presence to drive performance, support branch teams, and ensure alignment with organizational goals and priorities. Foster a strong, service-driven culture by promoting best-in-class service delivery and value-based selling through face-to-face coaching and supervision at each branch. Build and maintain strong onsite leadership with branch teams and internal stakeholders to promote collaboration and ensure consistent delivery of the member experience. Research and recommend onsite operational and service delivery enhancements to optimize member access and satisfaction. Evaluate and improve in-branch processes to enhance operational efficiency and support peak performance across physical locations. Monitor and manage branch operating expenses in alignment with the approved budget while ensuring cost-effective staffing and service delivery. Accountable for onsite recruitment, talent selection, development and engagement of high performing branch staff. Coach and mentor Branch Managers in person to cultivate leadership and engagement at every level. Regularly visit branches to monitor, track and evaluate performance of the operation on a regular basis to ensure the quantitative and quality goals are met. Provide management reporting relative to key performance indicators and action plans for addressing any deficiencies. Regular visits are quarterly with additional visits expected as needed. Handle escalated member situations, requests, and concerns onsite and over the phone demonstrating high standards of professionalism and care. Act as the primary onsite point of contact for audits, inspections, and compliance reviews, ensuring satisfactory outcomes and timely resolution of findings. Provide strategic and tactical support for the ATM Program including: provide training and direction to in-branch subject matter experts, facilitate ATM stakeholder meetings, and develop KPIs to assess the effectiveness of the ATM program. Utilize data to track and monitor progress through KPIs, production, and all other appropriate measurements. Qualifications
Bachelor’s Degree or commensurate experience required. 8+ years of related experience required. 5+ years of people leader experience required. In a leadership capacity, persuades and educates others, communicating vision, goals and strategy. Builds and maintains relationships/buy-in with key stakeholders, both internally and externally. Demonstrates and leads with behaviors that support our values and culture including creating accountability with other leaders/operational areas. Significant, successful and proven customer service/financial industry experience. Advanced understanding of banking operations with functional understanding of branch locations. Ability to prioritize, coordinate and support projects to improve member experience; streamline operations; reduce expenses; and increase sales. Excellent written and verbal communication skills with strong interpersonal skills and time management skills; effective problem solving abilities; excellent analytical skills and proven leadership skills; good technical skills. Benefits
25 days of paid time off and 8 paid holidays 16 hours of paid Volunteer Time Off 401K retirement with up to 6% employer match Health Savings Account with generous employer contributions Employer-paid Life insurance, Short-Term and Long-Term Disability Tuition Reimbursement from $4,000 - $7,000 per calendar year Robust Learning and Development program that includes an annual professional development stipend Equal Opportunity Employer/Disabled/Veterans/41 CFR 60–1.4, 41 CFR 60-1.35
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