The posting
General Information
Primary Location: Troy
Employee Status: Full-Time
Workplace Type: Fully On-Site
Who we are:
At LMCU, you'll find more than just a job - discover a fulfilling career where your contributions truly matter. Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life.
About this position:
LMCU is looking for a Branch Operations Manager who responsible for assisting Market Leader in delivering superior results and best in class service experiences maximizing employee productivity and operational accuracy and effectiveness. This role involves actively participating in enhancing LMCU’s brand presence in the community, fostering strong business, contributing to the success of the branch and helping all members achieve dreams for a lifetime. The Branch Operations Manager is a key leader in driving team performance, operational excellence and accuracy while ensuring superior member experience for all. This role has the responsibility for the daily operations of the Retail Branch.
Travel: 15%
What you’ll do:
Leadership Development & Team Management
- Assist the Market Leader in driving team performance by providing clear direction, coaching, and support to encourage the right behaviors, actions, and results.
- Actively contribute to developing the branch team, supporting their growth and ensuring service excellence through continuous coaching.
- Establish and enhance LMCU presence in the local community by participating in networking events and initiating outbound calling efforts to drive branch sales.
- Oversee branch operations, including training, scheduling and facility management conducting regular meetings to keep all team members informed and motivated.
- Conduct integrity coaching sessions celebrating and addressing employee performance issues as needed.
- Hold branch staff accountable for LMCU initiatives, goals, processes, and procedures, ensuring that operational standards are met.
- Celebrate team success and encourage recognition of individual and collective contributions to branch goals.
Operational Oversight & Compliance
- Ensure that operational compliance is maintained across all aspects of the branch, including policies, procedures, and performance standards.
- Demonstrate the ability to make informed decisions by balancing data with intuition and experience, while regularly consulting with the Market Leader for guidance on complex challenges.
- Approach problem-solving as an opportunity for creativity, empowering the team to find solutions and take ownership of challenges.
- Oversee branch scheduling to ensure adequate staffing levels that meet the needs of members and maintain service excellence.
- Ensure compliance with LMCU’s policies, regulatory requirements, and industry standards when processing transactions, handling member data, and managing financial products.
- Become registered through NMLS and achieve notary certification as required to serve members’ needs and assist with legal documentation.
Member Experience & Relationship Management
- Advocate for and uphold LMCU’s culture, ensuring all team members adhere to the 3C's, I AM LMCU values and deliver outstanding service that aligns with LMCU’s standards.
- Promote a welcoming branch environment by leading in the lobby and ensuring that staff members proactively engage with members to meet their needs.
- Create and nurture an environment of remarkable member experiences ensuring that the branch is building lifetime loyalty with all members.
- Demonstrate the ability to resolve conflicts effectively, deescalating adverse situations with professionalism and maintaining a positive branch environment.
- Educate and coach team members to recognize member needs, identify opportunities for cross-selling, and promote LMCU products and services through a consultative approach.
- Uphold accountability for the accuracy and quality of service delivery, providing ongoing coaching to improve staff performance and meet organizational goals.
- Review consumer loan applications, ensuring high-quality standards are met, while identifying cross-sell opportunities for members.
- Adhere to and champion our core values of curious minds, collaborative hearts, and continuous excellence.
Growth
- Assist in achieving growth targets by motivating the team, recognizing achievements, and encouraging behaviors that support LMCU's business objectives.
- Support the Market Leader in building and enhancing LMCU’s presence in the community, developing relationships that align with the credit union’s foundational values.
- Contribute to the development and execution of community engagement strategies, strengthening relationships with local businesses and members to drive growth.
- Play an active role in fostering personal and business member relationships by engaging with them during branch interactions and providing proactive financial solutions.
What you’ll bring:
- High school diploma or equivalent (required), with further education or banking experience preferred.
- Michigan Resident Producer Credit Insurance License required for all Michigan-based employees. External candidates without current licensure must successfully complete the licensing examination and provide proof of certification within 90 days of hire.
- Registered through NMLS and notary certification as required.
- Extensive knowledge of LMCU products and services, especially related to both consumer and business accounts and loans.
- Proven ability to meet sales targets and contribute to branch goals in a fast-paced, customer-focused environment.
- Strong leadership and mentorship capabilities, with a track record of coaching peers and building collaborative team environments.
What you’ll get:
- All Employees: weekly pay and retirement savings options.
- Full-Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.
- To see a full list of our benefit offerings, check out this helpful guide!
Have additional questions about the role? Email the Talent Acquisition Team at: [email protected].
If you lack access to the internet or require an accommodation in the application process, please send your resume via mail to P.O. Box 2848, Grand Rapids, MI 49501-2848.
LMCU is an Equal Opportunity Employer
