MANAGER, FINANCIAL SERVICES
Reports To: Regional Branch Manager, Haida Gwaii
Every employee must honour the vision, mission and values of Northern Savings Credit Union.
Primary Purpose
The Manager, Financial Services (MFS) is a key position in the branch providing expert level knowledge in a particular area while contributing to the provision of exemplary member service, engagement of employees, and managing operations within area of delegated responsibility to be efficient and effective. The MFS takes action to mitigate current and emerging risk in area of expertise and provides financial management in their area of responsibility.
The MFS is to conduct their duties and carry themselves to be a positive influence in the business unit. The MFS is to coach employees who are in direct reporting relationship but also provide assistance to other employees of the business unit.
The MFS will have responsibility for daily operations in the Financial Service department, with the support of the Regional Branch Manager, Haida Gwaii. The MFS manages branch staffing requirements and provides supervision to Member and Financial services branch staff including Senior Member Services Representative. They may provide support to the lending department as needed.
Key Accountabilities – particular to area of expertise and delegated area of responsibility
Knowledge of Market and Particular Area of Expertise:
- Maintains knowledge of market with regards to services, products, rates and fees.
- Maintains knowledge of economic factors and implications for the business.
- Maintains subject matter expertise in area of delegated responsibility.
Member Service:
- Organizes the delivery of products and services to achieve exemplary member service.
- Monitors the changing member needs and expectations and adapts to those needs.
- Ensures professional image of unit to members and internal customers.
- Advises Corporate Office on challenges in delivery of products and services to maximize member service and on changing member needs and expectations.
- Continually markets the benefits of membership to non-members to grow the membership.
Employee Engagement:
- Supports the Member Service department and assists in fostering a positive, respectful workplace that is motivating to staff.
- Builds a positive capable team to meet the mandate as delegated.
- Collaborates with staff in addressing services issues and member concerns.
- Works with direct reports in establishing annual personal goals and targets and supervises progress on meeting those goals.
- Provides coaching to enhance employee performance.
- Fosters a culture consistent with the credit union’s values and service philosophy.
- Delivers effective ongoing performance feedback for staff.
- Identifies training and development needs to assist knowledge level of staff and facilitates the delivery of such.
Operational Effectiveness:
- Identifies process improvements and implements such within unit, shares best practices with other member service centres and corporate office.
- Liaises with Corporate Office Operations department to review and improve policies and procedures related to member service delivery.
- Ensures staff are provided with tools required to perform duties effectively.
- Addresses day to day administrative issues on a timely basis and facilitates resolutions of encumbrances.
- May be delegated tasks regarding facilities and premises.
Risk Management and Financial Health:
- Actively monitors income and expenses and portfolio and takes action to meet established financial goals and/or advising Regional Branch Manager of sound reasons for adjustments required.
- Provides referrals within business unit (lending, mutual funds, deposits) and other business units, i.e. insurance, commercial services, financial advisory services.
- Provides that operations meet compliance, regulatory requirements and abides by management policy.
- Proactively identifies inherent risk and implements appropriate risk responses to mitigate to acceptable tolerance.
- Oversees pricing of products to achieve satisfactory financial margin.
- Makes recommendation to Regional Branch Manager on authorities for staff with respect to overrides, waiving service charges, disbursements.
- Oversees credit risk decisions made in-branch and monitors the level of delinquencies in portfolio and takes action to rectify if this is delegated area of responsibility.
General:
- Assists Regional Branch Manager in general administrative aspects of the business unit.
- Assists Regional Branch Manager in fulfilling community events.
- During absence of Regional Branch Manager provides general supervision of the business unit and liaises with subject matter experts and Corporate Office staff in particular areas to ensure decisions made are sound and prudent given limited knowledge in areas not within the MFS’s delegated area of expertise.
- Oversees corporate training requirements for the branch.
- Assists Regional Branch Manager in overseeing technical support of the branch.
Minimum Qualifications
Education:
- Secondary school diploma is required.
- Completion of post-secondary education is an asset.
- Completion of sales training required.
- Mutual fund course may be required.
- Completion of CUIC lending is required if this is the delegated area of expertise.
- Completion of CUSOURCE and/or CU Training courses related to this position is an asset.
Experience:
- Previous sales and service experience is required.
- Previous financial services experience is required.
- Previous lending experience is required if lending is delegated area of expertise and responsibility.
- Previous supervisory and coaching experience is an asset.
Skills:
- Demonstrated sales skills.
- Expert knowledge of products and services required.
- Expert knowledge of credit risk governing and managing policies and underwriting is required if lending is the Assistant Branch Manager’s delegated area of responsibility.
- Ability to prioritize, organize work within time constraints, under pressure and competing priorities.
- Ability to communicate and liaise professionally with members, potential customers, community groups and co-workers while maintaining confidentiality.
- Working knowledge, skills and experience in Microsoft Office.
Travel is a requirement of this role.
