Branch Supervisor Iii/Mes III

Overview

Under the direction of the Member Experience Manager or Regional Manager, the Member Experience Supervisor III serves as a senior operational leader responsible for expert-level operations in a larger or more complex environment. This may include a high-volume branch, a branch with complex member relationships, or operational support across multiple locations or teams.

Supervisor III focuses on expert operational leadership, process improvement, and talent development, while ensuring that employees at all levels consistently execute referral processes with high quality and that referrals are completed and followed through. Supervisor III is also expected to contribute to branch sales goals through strong personal sales performance and by supporting the team's sales and referral activities.

Key Responsibilities

• Oversee daily branch operations at the teller line and platform to ensure smooth workflow, accuracy, and adherence to operational standards.
• Supervise, mentor, and support frontline staff, providing real-time coaching on teller and platform processes, systems, and procedures.
• Train employees on key operations: cash handling, transaction processing, opening deposit accounts, processing consumer loans within guidelines, and completing account maintenance, corrections, and service requests.
• Support branch sales, service, and referral goals by engaging members in needs-based conversations when assisting them, role-modeling expected behaviors, and reinforcing referral and service expectations with the team.
• Ensure sales referrals meet quality standards by checking correct processes, accurate documentation, detailed entries, and activity reports.
• Assist members at both the teller line and platform with transactions, account openings, and loan services, mainly to handle overflow, complex cases, and staffing shortages. These tasks help meet sales goals while focusing on efficient operations and teamwork.
• Monitor daily balancing, transaction accuracy, and documentation to minimize errors and operational risk.
• Handle escalated operational member issues and provide timely, professional resolutions.
• Ensure adherence to policies, procedures, security standards, and regulatory requirements in all branch activities.
• Perform audits and branch assessments and assist with implementation of corrective actions.
• Collaborate with the Member Experience Manager to ensure appropriate staffing, cross-training, and scheduling to meet member needs.
• Provide leadership coverage in the absence of the Member Experience Manager within delegated authority, ensuring continuity of branch operations and service.

Core Skill Competencies

• Communication: Clear and effective communication skills, both written and verbal.
• Leadership: Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.
• Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.
• Problem-Solving: Effective problem-solving skills to address and resolve member issues promptly.
• Organizational: Ability to manage multiple tasks and priorities in a fast-paced environment.
• Interpersonal: Strong relationship-building skills to foster a positive team environment and collaborate with other departments.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.
• Risk Management: Identify and mitigate risks.

Physical Demands

• Prolonged periods sitting at a desk and working on a computer.
• Occasional lifting of office supplies, up to 30 pounds.
• Occasional travel may be required for events, meetings, or conferences.

Qualifications

• Minimum 6 years of progressive branch operations experience, including at least 4 years in a lead or supervisory capacity.
• Associate's degree required or equivalent work experience.
• Demonstrated expert-level knowledge of teller and platform operations, including complex accounts, loans, corrections, and exceptions.
• Experience working in a goal-oriented or sales-focused environment and supporting branch-level sales and referral results.
• Demonstrated ability to coach and develop employees to full operational proficiency and to maintain high referral quality and completion.
• Strong experience supporting or leading operational audits, assessments, and implementation of corrective action plans.
• Flexible schedule, including evenings and weekends based on business needs.

Strong analytical, problem-solving, and decision-making skills.

• Professional presence, excellent communication skills, and the ability to influence across teams and locations.

Role Scope

• Typically supports operations in a branch over $100 million.
• Oversees operations for a frontline team of 8 or more employees and may support or mentor other supervisors or locations.