The Member Center Assistant Manager assists in all aspects of managing the Gahanna and Polaris Member Centers, and has direct supervisory responsibilities for member service operations, which may include member service, cash, facilities, audits, security, and risk management, cash controls relationship building. Assistant Managers of PTM strategy centers lead membership growth and support the organization's Service Delivery Strategy. The Assistant Manager is second-in-command of the Member Center or multiple centers and during absences of the Manager will act as Member Center Manager.
1) Assists the Member Center Manager in overseeing a member center operation that is adequately staffed with well-trained and motivated partners. Ensures partners perform in a safe and sound manner and consistently utilize corporate service standards to deliver an extraordinary service experience for all members. (40%)
2) Responsible for the supervision and development of member center partners who actively support the overall service delivery strategy. Responsibilities include hiring top talent, training, and certification of all partners, consistently coaching, conducting partner observations, performance reviews, and developing member center partners for advancement. (20%)
3) As a working manager, assists in other member center roles as needed. Identifies opportunities to expand member relationships with the credit union by identifying and recommending appropriate products and services to meet needs. Educates and trains members on how to utilize convenient services, including PTM technology where applicable, and encourages increased use of the cooperative while increasing member engagement. Attends regular and engaging coaching sessions to communicate results, relay expectations, recognize successes and opportunities for improvement/enhanced performance with their manager. (20%)
4) Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (15%)
5) Performs other duties as assigned including representing WPCU at community and public events (if required by market). (5%)
Required Skills:
A. Specialized or Technical Knowledge and Skills:
1) High School Diploma or GED required. Associate degree preferred.
2) At least two years in the retail financial services industry is required.
3) Previous supervisory skills are preferred but not required (this is an entry-level supervisor position).
4) Must be familiar with member experience operations.
5) Must be able to learn and use a variety of software applications such as Microsoft Office and the credit union's core processing systems.
6) NMLS is required.
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