Retail Lead
- Branch Based Leadership Role.
- Drive Customer Experience and Performance outcomes.
- Operational Management Focus.
We C U SA
At Credit Union SA, we are as passionate about our state as the over 54,000 people who choose us for their everyday banking needs. They know that we are here to help them thrive because we are South Australians too! We are a member owned organisation, which means we put our members interests at the centre of what we do, so our focus is on them, their families, and communities.
We use our profits to benefit our members and the local community to help South Australians thrive. That’s our purpose and what we do every day through our partnerships with local organisations such as Zahra Foundation, St John’s Youth Services and Foodbank SA. The education community is also a significant part of our identity, with our School Impact Program offering essential funding for schools. We have pledged $1 million dollars over the next ten years to support future generations in our great state.
Thrive at Credit Union SA
At Credit Union SA, we want you to feel comfortable and empowered in your work. We value and support diverse thinking, collaboration and innovation. We are committed to building a workforce that reflects the diversity of the communities we serve, and we welcome applications from people of all backgrounds, experience and cultures.
We appreciate people who have integrity, a desire to help others and the motivation to work to their full potential. We love to see our staff grow and succeed in their careers, so they can thrive, and with many of our staff having progressed their careers with us, we think we are doing something right.
We understand that thriving comes in many forms, and we offer a range of benefits for our staff including a free on-site gym, a paid day off to celebrate your birthday, and another paid day off each quarter to help you do the things that fill your cup. That’s 5 extra days of leave, on top of career development opportunities and a range of discounts through our staff banking benefits, with special deals and offers all year round from our partners.
About the Role
We’re looking for a passionate and driven Branch Manager to lead our Member Experience Centre team at our flagship branch in King William Street. This role will provide leadership and ensure the operational effectiveness of the Retail Branch Team through coaching, training and support of all team members. Accountable for maintaining high level sales and service level standards, the Branch Manager will also ensure the branch and the team meet all compliance and regulatory obligations at all times.
Reporting into the Senior Manager Retail, the Branch Manager will play an integral part in building and maintaining relationships with both internal and external stakeholders along with possessing a continuous improvement mindset to ensure operational efficiencies are maximised and our Members receive the highest level of service.
The responsibilities of this role include but are not limited to the following:
- Efficiently manage all retail branch-based member service operations to achieve the required sales and service level standards and key performance indicators.
- Ensure administration, compliance and regulatory requirements are met as required.
- Motivate and build capability and skills of all direct reports through effective coaching and performance management.
- Actively contribute to the development and direction of the retail branch team through planning and execution of strategic initiatives.
- Work collaboratively with team members, internal and external stakeholders in building a high-performance culture.
- Actively leading performance and development of team to foster a high performing culture supporting the execution of strategic objectives in line with Credit Union SA’s values.
- Providing strong leadership, setting performance goals and objectives for team, while fostering a positive work culture.
- Developing and implementing effective operational strategies, ensuring compliance and driving continuous process enhancements.
- Championing a member-centric approach, monitoring feedback and collaborating with cross-functional teams enhance the overall member experience.
- Collaborating with cross-functional teams to drive the successful execution of strategic initiatives, ensuring alignment with the overall strategic goals of the Credit Union.
- Support team members by acting as an escalation point for when required.
- Ensure an environment of continuous improvement is established and maintained within the Branch.
- Manage the staffing levels and personnel functions within the Branch in accordance with policy and procedures.
- Undertake cross-skilling of all team members to ensure both professional development is maintained, and team can cover and support each other as required.
About You
You will need to have experience and demonstrated knowledge in the following areas and be able to address the below in your Cover/Application Letter:
- Demonstrated effective leadership, coaching and delegation skills.
- Sales and Service experience in financial services environment.
- High level of communication skills with the ability to engage with a broad range of stakeholders across the business.
- Strong organisational skills and high attention to detail.
- Previous exposure to reviewing data interpretation to maintain, sustain and drive performance and SLA agreements.
- Self-motivated with high levels of personal accountability and proactivity.
- Demonstrated high levels of collaboration and experience working in an open culture where team output is a high priority.
- Ability to develop and maintain positive relationships across all internal and external stakeholders in order to improve and support business objectives.
- Positive, proactive and results driven with a drive to succeed.
- Advanced level technical knowledge of Excel and the Microsoft Office suite of products.
- Understanding and knowledge of working within a high volume, compliance and quality driven environment.
- The ability to analyse business processes to be able to identify, recommend and adapt process and efficiency improvements.
- Ability to thrive in a team-oriented, collaborative environment.
- Negotiation and Conflict resolution skills.
- Risk analysis and mitigation thinking.
Any previous experience working in a financial services environment along with FSR Tier 2 would be an advantage.
Applications in Microsoft Word or pdf format only should be forwarded to the attention of Steve Newman, Senior Manager People and Development.
As an equal opportunity employer, Credit Union SA has created a workplace that actively seeks to include, welcome and values the contribution of all people. We encourage applications from all suitably experienced individuals.
We are actively looking to fill this role and reserve the right to shortlist and interview applicants whilst this advertisement is open so encourage you to submit your application at your earliest opportunity.
This role was previously advertised as a Branch Manager and is being re-advertised. Previous applicants need not apply.
Quoting Reference Number: V0287