AVP, Branch & Market Development Manager

Position Summary The AVP, Branch and Market Development Manager is responsible for management and daily operations of the assigned branch, as well as implementing market strategies and business plans for the overall effectiveness and success of the branch. The role involves business planning, managing expectations, delivering stellar service, selling, training and coaching, leveraging relationships and improving processes through multi-channel relationship development and outreach efforts. The incumbent models exemplary performance, supports all elements of exceptional member experience and demonstrates the Technology Credit Union (Tech CU) values. These responsibilities and duties are conducted while operating under the Tech CU policies, procedures and guidelines. The AVP, Branch and Market Development Manager is also responsible for developing sales growth including but not limited to mortgage and auto lending. Additional responsibilities are conducting sales presentations, supporting member companies and community organizations as strategic partners, and establishing ongoing 12-month calendar of business development and relationship management events in their market.   Responsibilities Essential Duties Management Hires, recruits and develops talent, provides training on products and services, regulatory compliance, policies and procedures, and sales/service techniques to enable all direct reports to perform their roles effectively, efficiently and accurately.   Motivates staff to achieve and maintain a level of member service consistent with our exceptional experience standards. Proactively conducts team and individual sales coaching activities to generate sales, deepen member relationships, and increase the visibility and brand awareness of Tech CU. Actively participates in creating and implementing membership retention strategies. Provides transaction approvals and overrides within policy guidelines; manages general cash operations including but not limited to individual cash limits, cash shipments and negotiable items. Conducts monthly staff meetings to report on successes, priorities, pipeline volumes, market trends and departmental results. Performs one-on-one meetings to celebrate staff achievements and recognition. Delivers annual performance evaluations, performance improvements and corrective actions. General Delivers exceptional member service, modeling a level of member engagement that demonstrates appropriate priority and urgency, and targeting the highest level of member satisfaction.  Collaborates with internal and external partners to optimize results and provides guidance to branch staff in the research and resolution of complex problems. Has ultimate responsibility for the satisfactory resolution of member complaints or issues received at the branch. Serves as a member of the Service Recovery team, assisting and handling escalated member issues that come through various service channels. Supports managers and performs branch administrative duties including vendor engagements, technical troubleshooting, updating training materials as needed, and introduction of new products and/or procedures. Monitors branch security effectiveness and supports periodic staff review of appropriate security procedures and standards. Sales Drives strong sales and service performance by consistently pursuing individual and branch goals for referrals, conversions and member satisfaction; developing business and strategic plans to support branch and corporate objectives. Maintains current industry, competitive landscape and product knowledge. Develops business and marketing plans for the branch to achieve sales results that meet or surpass sales, referral goals and objectives. Facilitates meetings and presentations (in-person and/or virtually) for the purpose of seeking new business opportunities among employees of member companies, community partners and within network of members. Cultivates a strong referral network and business relationships through regular connections with members, prospective members, and local community to build and sustain a pipeline of repeat referrals and business. Performs a wide variety of banking transactions on an as-needed basis, uncovering member needs and cross-selling products and services as appropriate, seeking referral opportunities for the staff and branch partners to deepen member relationships. Effectively and confidently communicates the Tech CU value proposition to members and potential members in person, phone or digital interactions. Communicates enterprise-wide message and builds brand awareness within Tech CU’s target market, core and emerging markets. Represents Tech CU at business development events outside of the branch, such as member company on-sites and community activities, and generates referrals and leads to support revenue growth for the branch. Supervisory Functions Establishes scope of authority, schedule and responsibility for direct reports. Engages with direct reports and peers to align goals with organizational goals and objectives, establish performance metrics, provide feedback and develop talent. Manages and monitors budget to maximize operating efficiencies. Reviews and responds to issues identified in audit and regulatory reports. Supports established policy and procedures, recommending changes as needed. Work Schedule Full-time; typically 40+ hours/week Flexible within core business hours, M-F, rotating Saturdays Flexibility to occasionally work early or late hours, and extended weekend hours, typically with advance notice Workplace Essentials Supports Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate, & Cultivate). Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans. Complies with Tech CU policies and procedures. Up