Assistant Branch Manager- Provencher Branch

Reporting to the Branch Manager, the Assistant Branch Manager is responsible for contributing to ACU’s goals to integrate values-based banking in every aspect of our business to differentiate ACU meaningfully from other financial institutions; create a consistent and compelling member experience across all of our core channels that makes it easy to do business with us; and grow, in a balanced and intentional way, by attracting new members and deepening existing relationships.

Leading a team of front-line branch employees and working in partnership with the Branch Manager, the Assistant Branch Manager will foster a proactive advice and service delivery culture with high member satisfaction. Leading by example the Assistant Branch Manager will integrate ACU’s commitment to values-based banking and triple bottom line accountability into all decisions.

**KEY ACCOUNTABILITIES**

- Leads, develops and mentors the service delivery team through regular one on one coaching, observational coaching and team meetings.
- Responsible for creating a proactive advice and service delivery culture focused on providing a consistent and compelling member experience.
- Leads the achievement of the service delivery team’s targets by effectively translating the goals and objectives into strategies and establishing clear performance objectives. Tracks, measures and reports regularly on progress towards goals and results.
- Delivers and coaches to a seamless member experience on all member transactions, making it easy to do business with ACU.
- Promotes, educates and assists members on digital and technological solutions.
- Performs effective lobby management, monitoring the flow of members within the branch and ensuring all members are greeted on arrival.
- Through discovery, identifies members’ goals and needs and connects them to the right advisor to serve their immediate and future needs in all interactions on the frontline and during lobby management.
- Resolves complex problems and member complaints with an aim to provide first contact resolution and ensuring the needs of members, employees and the credit union are met.
- Participates in opening and closing duties of the vault, ATM and cash recycler units as required.
- Acts as a back-up to the Branch Manager providing general support for the advice team including coaching and credit approvals, branch communication and team meetings, member requests and escalations.
- Act as a change agent and early adopter of all new initiatives to advance strategic objectives and the member experience.
- Act as an ambassador of ACU by being visible in the community in support of corporate and community initiatives.
- Responsible for ensuring internal controls, policy and procedures are adhered to, reporting is timely and accurate and internal audit processes are followed with an aim for first time right.
- Accountable for maintaining current and relevant knowledge of industry trends, competitor products and strategies.
- Demonstrates understanding and leads by example of ACU’s commitment to values-based banking, respectful workplace and diversity and inclusion.
- Ensure that all programs, policies and process are implemented in a manner that supports the organization’s mission, vision, and values.
- Employees are required to keep strictly confidential the affairs of anyone whose private information becomes available to them in the course of their duties

**QUALIFICATIONS**

**Education and experience**

This position requires a self-starter who thrives in working in a team environment with a common goal/purpose. The competencies of this position are typically required through 5 years in a financial institution in an advisor capacity or an equivalent combination of both education and experience.

**This role requires demonstrated success in all of ACU’s**areas including**:

- Leading Self
- Member Service
- Delivering Results
- Communication
- Change
- Teamwork
- Problem Solving & Decision Making
- Organizational Acumen

**In addition, the Assistant Branch Manager**:

- **Is passionate about the employee and member experience.
- Is dedicated to quality coaching and professional development, supporting others to grow in the organization.
- Doesn’t shy away from challenging conversations
- Is open to and provides consistent feedback, remaining committed to continuous improvement.
- Solves problems and makes decisions with confidence and courage.
- Is versatile and flexible in utilizing multiple approaches, processes and technologies at one time.
- Operates at the highest standard of ethical behavior as a leader by example.

**Who we are**

As a Certified B Corporation® and one of Manitoba’s Top Employers (2024), the culture at Assiniboine Credit Union / Caisse Assiniboine is supportive of the individual while focused on the greater community. With the widest geographic reach of any credit union in Manitoba, you’ll be motivated by shared values and encouraged to always think about how, throug