Manager, Member Service

2 months ago

Toronto, Canada IC Savings Full time

**Who are we?**

**Who are we looking for?**

We are seeking an inspiring people manager to support the Branch Manager in daily supervision of branch staff and managing operational, lending, compliance and administrative requirements of the branch. The role will play an integral role in execution of various sales strategies, initiatives and campaigns with focus on overall profitability growth of the branch and achieving established targets.

**What You’ll Be Doing**

You will assist the Branch Manager in profitable growth of the branch’s retail and commercial business by maximizing opportunity spotting with all customers (members) and generating sales results while ensuring exceptional client service. Using your thorough knowledge of financial products and services you will provide expert advice to up-sell, cross-sell, and retain customers. Through community involvement, you will raise awareness of the credit union and its capabilities and develop a network of referral sources for new business.

You will manage, motivate, coach and develop a team of employees dedicated to excellence in customer service. You will provide regular performance feedback and monitor operational effectiveness in compliance with established policies and procedures.

Your responsibilities include:

- Work closely with the service team to enhance the overall customer experience; organize, schedule and monitor staff activities to ensure smooth workflow; manage, train, engage, motivate and performance manage employees to meet and exceed branch targets; resolve complex problem and escalated customer complaints.
- Grow branch’s portfolio by maximizing opportunity spotting with all customers, generating referrals, up-sell and cross-sell the full range of lending and investment products; regularly track and monitor assigned activities to ensure branch targets are met; build networks to capitalize on business opportunities and attracting new clients; proactively participate in sales initiatives, branch campaigns and promotions; maintain and demonstrate a thorough knowledge and understanding of all credit union’s products and services, and their related features and benefits.
- Manage daily operational and administrative requirements of the branch in accordance with compliance, regulatory and credit union policies and procedures; ensure proper controls and procedures regarding cash custody audit, risk management and security of the premises are in place and followed; review assigned reports, identify and rectify problems.

In addition, in the absence of the Branch Manager, you will be responsible for smooth, day-to-day operation of the branch.

**What We’re Looking For**
- At least five (5) years of relevant banking experience with thorough understanding of deposit products and banking services with good understanding of investments and lending practices.
- Minimum two (2) years of people management experience with strong leadership skills and ability to develop and maintain a high level of employee engagement.
- Completion of post-secondary education in business, commerce, or related discipline, or relevant combination of education and work experience.
- Mutual Funds License or Canadian Securities Course; exceptions may be made; however required accreditation must be in place within 3 months after start date;
- Strong and proven sales, coaching, training, mentoring, team building, time management, administrative, organizational, customer service, collaboration and networking skills.
- Professional demeanor; demonstrate passion for customer service excellence; high level of enthusiasm, initiative and entrepreneurial spirit.
- Resilience under pressure, with the ability to manage conflict appropriately and bring clarity to ambiguous situations.
- High level of accountability with commitment to achieving assigned sales goals.
- Clear view of customer needs, complemented by excellent listening, sales/closing, negotiation and interpersonal skills.
- Solid compliance knowledge to effectively manage credit, operational and regulatory risk in the Canadian banking institution and continually maintain an up-to date industry knowledge on cumulative market trends and offerings.
- Excellent verbal and written English communication skills; working knowledge of Italian or Portuguese preferred.
- Proficiency with MS Office suite (Word, Excel, Outlook), knowledge of DNA an asset.
- Valid driver’s license and access to reliable vehicle.

**Working Conditions / Physical Effort**
- Professional, team oriented, office environment in a branch setting.
- Standard branch hours: Monday to Wednesday from 9:00 am to 5:00 pm, Thursday and Friday from 9:00 am to 6:00 pm, Saturday from 9:00 am to 2:00 pm.
- Staff working hours are based on a 37.5-hour work week + Saturdays on a rotational basis.
- Community relations and business development will involve after-hours activities.
- Occasional travel may be required.
- Flexible to relocate to another branch whe

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