Director of Branch Operations

Connexus Credit Union - Who We Are:

Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates on our loans. We are a remote first employer with the majority of our employees residing in the upper Midwest.

As an employer we foster collaboration and high performance to achieve excellence. We holistically care for and develop our employees to thrive personally and professionally. We are proud to share our success with our employees and those we serve.

Connexus offers an Amazing Benefits package:

• 25 days of paid time off and 8 paid holidays

• 16 hours of paid Volunteer Time Off

• 401K Retirement with up to 6% employer match

• Excellent Health, Dental, Vision insurance, including multiple plan options

• Health Savings Account with generous employer contributions

• Employer paid Life insurance, Short-Term and Long-Term Disability

• Tuition Reimbursement from $4,000 - $7,000 per calendar year

• Robust Learning and Development program that includes an annual professional development stipend

This role will be onsite in one of the following Connexus branch locations: Stevens Point, Rib Mountain, Wausau, Wisconsin Rapids. Additionally, there will be weekly travel expectations to visit other branches within the area to include: Deforest, Machesney Park, Madison, Rib Mountain, Rockford, Sauk City, Stevens Point, Wausau, Wisconsin Rapids.

About the Role: Reporting to the Vice President of Member Financial Services, our Director of Branch Operations is responsible for the operational and business relationship development in several of the Connexus branches. It's an opportunity to have the best of both worlds in leading and coaching direct reports while developing a culture of helping members and following action plans for our branches and communities to thrive. If you have a passion to lead by example and a commitment to continuous improvement with your team, join us for bankers' hours with fellow employees who want you to be your personal and professional best.

Responsibilities:

• Develop and implement strategic plans to achieve the vision for branch operations, ensuring profitability, sustainability, compliance, and audit readiness of the branch network.

• Lead all onsite branch operations with a consistent physical presence to drive performance, support branch teams, and ensure alignment with organizational goals and priorities.

• Foster a strong, service-driven culture by promoting best-in-class service delivery and value-based selling through face-to-face coaching and supervision at each branch.

• Build and maintain strong onsite leadership with branch teams and internal stakeholders to promote collaboration and ensure consistent delivery of the member experience.

• Research and recommend onsite operational and service delivery enhancements to optimize member access and satisfaction. Evaluate and improve in-branch processes to enhance operational efficiency and support peak performance across physical locations.

• Monitor and manage branch operating expenses in alignment with the approved budget while ensuring cost-effective staffing and service delivery.

• Accountable for onsite recruitment, talent selection, development and engagement of high performing branch staff. Coach and mentor Branch Managers in person to cultivate leadership and engagement at every level.

• Regularly visit branches to monitor, track and evaluate performance of the operation on a regular basis to ensure the quantitative and quality goals are met. Provide management reporting relative to key performance indictors and action plans for addressing any deficiencies. Regular visits are quarterly with additional visits expected as needed.

• Handle escalated member situations, requests, and concerns onsite and over the phone demonstrating high standards of professionalism and care.

• Act as the primary onsite point of contact for audits, inspections, and compliance reviews, ensuring satisfactory outcomes and timely resolution of findings.

• Provide strategic and tactical support for the ATM Program including: provide training and direction to in branch SMEs, facilitate ATM Stakeholder meetings, and develop KPIs to assess the effectiveness of the ATM program.

• Utilize data to track and monitor progress through KPIs, production, and all other appropriate measurements.

Position Requirements:

• Bachelor's Degree or commensurate experience is Required.

• 8+ years of related experience is Required.

• 5+ years of people leader experience is Required.

• In a leadership capacity, persuades and educates others, communicating vision, goals and strategy. Builds and maintains relationships/buy-in with key stakeholders, both internally and externally. Demonstrates and leads with behaviors that support our values and culture including creating accountability with other leaders/operational areas.

• Significant, successful and proven customer service/financial industry experience.

• Advanced understanding of banking operations with functional understanding of branch locations.

• Demonstrate ability to prioritize, coordinate and support projects to: improve member experience; streamline operations; reduce expenses; and increase sales.

• Excellent written and verbal communication skills with strong interpersonal skills and time management skills; effective problem solving abilities; excellent analytical skills and proven leadership skills; good technical skills.

Connexus Credit Union's Employer Recognitions:

• 2024 Best in Class Employer, Gallagher

• 2025 Best Place to Work in IT, Computer World

Equal Opportunity Employer/Disabled/Veterans/41 CFR 60-1.4, 41 CFR 60-1.35