Assistant Market Manager

Description

Summary

Supports the growth, efficiency, and overall performance of the branch. The Assistant Market Manager plays a critical role in the consistent execution of operational procedures, team coaching, and the delivery of a seamless member experience. This role requires strong leadership, sound judgment, and a collaborative mindset to support branch goals and uphold GFCU’s Vision, Mission, and Core Values.

Primary Duties

Growth and Financial Performance
:
Supports the execution of a comprehensive Plan of Work to assist with the achievement of growth and financial performance objectives.

• Assists in leading the branch team to meet or exceed sales goals through daily coaching, observation, and reinforcement of effective behaviors.
• Monitors and reports branch-level sales and service data, identifying areas of strength and uncovering opportunities for improvement.
• Partners with the Market Manager and other business lines to pursue local business development opportunities. Maintains a strong community presence aligned with the organization’s brand standards.
• Leverages GFCU marketing, product, and business development initiatives to grow member relationships and support the branch’s overall performance.

Operational Soundness and Efficiency: Leads day-to-day branch operations with a focus on excellence, compliance, and efficiency.

• Ensures adherence to established policies and procedures while making sound decisions within scope of authority around overrides, exceptions, and member resolution.
• Works in close collaboration with the Market Manager and Retail Leadership Team to maintain and implement operational best practices; takes the lead on branch audit duties to result in a “passing or better” audit score.
• Manages daily scheduling and staffing to ensure efficient coverage, member service, and team productivity.
• Actively identifies operational inefficiencies and escalates suggestions for improvement.
• Monitors transaction flow, lobby activity, and team readiness to ensure seamless operations and a positive member experience.

Employee Development
:
Coaches team members in their daily activities to strengthen skills, build confidence, and support growth goals.

• Provides input on employee performance and partners with the Market Manager to deliver timely feedback and development plans.
• Assists in hiring, onboarding, and training new team members, ensuring thorough preparation and cultural alignment.
• Leads by example in fostering an environment of accountability, teamwork, and open communication.
• Promotes ongoing professional development by encouraging participation in training opportunities and modeling a growth mindset.
• Supports and assists in the facilitation of regular team meetings, huddles, and communications to reinforce goals and drive engagement.

Member Experience
:
Ensures consistent delivery of exceptional service by monitoring team interactions, member feedback, and adherence to service standards.

• Reinforces a member-centric service culture through daily coaching, lobby leadership, and timely issue resolution.
• Supports the implementation and consistent execution of sales and service strategies to strengthen member loyalty.
• Proactively escalates service concerns to ensure swift and effective resolution.
• Participates in daily huddles and team communication tactics to align the team and maintain a high level of service quality.

Performs other duties as assigned.

Requirements

Education

High school diploma or equivalent.

Experience

Requires a minimum of three (3) years in financial services, with experience in operations and customer service. Supervisory experience preferred.

Skills

Must have the following skills and/or abilities:

• Must possess strong leadership skills with the ability to support and lead a diverse team in a fast-paced sales and service environment.
• Must be member service focused with sound decision-making skills.
• Proficient with the Microsoft Office Suite.
• Excellent communication (both oral and written), coaching and organizational skills.

Special Requirements

• Must be flexible in work schedule to include Saturdays and to rotate within branch network.
• Must be flexible to relocate within the retail delivery market as necessary.

Physical/Other Requirements

Must be able to:

• Stand or sit for long periods of time.
• Lift 10-20 lbs.
• Possess a high level of professionalism when dealing with challenging and confidential situations.
• Ability to work independently, exercise discretion, and multi-task in a highly dynamic environment.
• In-depth knowledge or proven in-depth experience and knowledge in all aspects of Members Services; products and services.
• Knowledge of financial institution regulations, credit union policies and procedures.