Description

Summary

Supports the growth, efficiency, and overall performance of the branch. The Assistant Market Manager plays a critical role in the consistent execution of operational procedures, team coaching, and the delivery of a seamless member experience. This role requires strong leadership, sound judgment, and a collaborative mindset to support branch goals and uphold GFCU’s Vision, Mission, and Core Values.

Primary Duties

Growth and Financial Performance: Supports the execution of a comprehensive Plan of Work to assist with the achievement of growth and financial performance objectives.

Assists in leading the branch team to meet or exceed sales goals through daily coaching, observation, and reinforcement of effective behaviors.
Monitors and reports branch-level sales and service data, identifying areas of strength and uncovering opportunities for improvement.
Partners with the Market Manager and other business lines to pursue local business development opportunities. Maintains a strong community presence aligned with the organization’s brand standards.
Leverages GFCU marketing, product, and business development initiatives to grow member relationships and support the branch’s overall performance.

Operational Soundness and Efficiency: Leads day-to-day branch operations with a focus on excellence, compliance, and efficiency.

Ensures adherence to established policies and procedures while making sound decisions within scope of authority around overrides, exceptions, and member resolution.
Works in close collaboration with the Market Manager and Retail Leadership Team to maintain and implement operational best practices; takes the lead on branch audit duties to result in a “passing or better” audit score.
Manages daily scheduling and staffing to ensure efficient coverage, member service, and team productivity.
Actively identifies operational inefficiencies and escalates suggestions for improvement.
Monitors transaction flow, lobby activity, and team readiness to ensure seamless operations and a positive member experience.

Employee Development: Coaches team members in their daily activities to strengthen skills, build confidence, and support growth goals.

Provides input on employee performance and partners with the Market Manager to deliver timely feedback and development plans.
Assists in hiring, onboarding, and training new team members, ensuring thorough preparation and cultural alignment.
Leads by example in fostering an environment of accountability, teamwork, and open communication.
Promotes ongoing professional development by encouraging participation in training opportunities and modeling a growth mindset.
Supports and assists in the facilitation of regular team meetings, huddles, and communications to reinforce goals and drive engagement.

Member Experience: Ensures consistent delivery of exceptional service by monitoring team interactions, member feedback, and adherence to service standards.

Reinforces a member-centric service culture through daily coaching, lobby leadership, and timely issue resolution.
Supports the implementation and consistent execution of sales and service strategies to strengthen member loyalty.
Proactively escalates service concerns to ensure swift and effective resolution.
Participates in daily huddles and team communication tactics to align the team and maintain a high level of service quality.

Performs other duties as assigned.

Requirements

Education

High school diploma or equivalent.

Experience

Requires a minimum of three (3) years in financial services, with experience in operations and customer service. Supervisory experience preferred.

Skills

Must have the following skills and/or abilities:

Must possess strong leadership skills with the ability to support and lead a diverse team in a fast-paced sales and service environment.
Must be member service focused with sound decision-making skills.
Proficient with the Microsoft Office Suite.
Excellent communication (both oral and written), coaching and organizational skills.

Special Requirements

Must be flexible in work schedule to include Saturdays and to rotate within branch network.
Must be flexible to relocate within the retail delivery market as necessary.

Physical/Other Requirements

Must be able to:

Stand or sit for long periods of time.
Lift 10-20 lbs.
Possess a high level of professionalism when dealing with challenging and confidential situations.
Ability to work independently, exercise discretion, and multi-task in a highly dynamic environment.
In-depth knowledge or proven in-depth experience and knowledge in all aspects of Members Services; products and services.
Knowledge of financial institution regulations, credit union policies and procedures.

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