The Assistant Service Center Manager works closely with the Service Center Manager and is responsible for coordinating daily activities within their assigned service center. In addition, this position is charged with fostering a unique member experience while maintaining a high level of employee satisfaction. Their primary focus is employee engagement-centered around the coaching and mentoring of center staff, facilitating performance evaluation meetings/staff development plans, and their own professional development to further their career path in operations leadership.
Essential FunctionsFacilitate monthly coaching for professional development and also quarterly performance evaluations for center employees.Act in a supervisory capacity. Conduct staff meetings; delegate responsibilities and accountabilities to assure a smooth running center; follow-up on all expectations of staff, give positive reinforcement, recognize and reward staff when warranted, identify and take corrective action in the event of sub-standard performance.Initiate and assist the manager with service and sales activities. Participating in setting and communicating center service and sales goals, and lead in achieving same; develop service and sales strategies and implement into daily actions; track and assess results; conduct weekly sales meetings; daily briefing/debriefing; ensure that MSR staff maintain an active member follow-up program.Participate in training and development. Responsible for center training programs, product knowledge, service and sales techniques and center audit and security procedures; communicate and train promotional programs, to include employee briefings, videos, and marketing materials; review and monitor training progress and development for all staff members; develop and maintain personal and professional skills through internal / external training programs.Perform operational duties. Conduct staff meetings on operational and regulatory matters, assuring compliance with credit union policies and procedures, as well as financial regulation compliance to include BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau; also ensuring regulatory BVS assignments are completed by center staff; accountable for controllable center budget items; maintain FTE allotments; conduct surprise employee drawer and vault cash counts; insure SCCM compliance; perform center audit.Develop and maintain positive member and staff relationships. Establish Weekly production plans for center.Provide consultative member service. Conduct member profiling methodology to determine needs. Provide product and service information; explain features and benefits; resolve errors and member complaints.Prepare and execute performance improvement plans when required. Work closely with HR Business Partner to ensure organizational consistency.Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.