Head of Member Operations- Portsmouth or Wakefield

People’s Credit Union is built on the belief that members and employees should feel a sense of belonging. Based on our Core Values, we created that feeling by design to offer you a genuine sense of community where you are supported personally and professionally.

If you work here, you belong here.

We hire employees whose core values match our own. We can train for competency, but if you’re also genuine, trustworthy, earnest, empathetic, and resourceful, we want you on our team.

Here, hierarchy doesn’t drive impact - all voices are sought out, heard, and respected. We are listeners, then doers.

Independent work is expected, but collaboration with compassionate accountability makes us all stronger. Working together, we all learn and grow.

We recognize that careers are not always straight lines. Professional development is a shared responsibility. We are committed to providing opportunities and resources to help you navigate your career paths and achieve your goals. Let’s work together to foster growth and development in our organization.

• Health and dental benefits through Blue Cross Blue Shield, plus vision benefits through VSP
• 401(k) and Roth plan with a competitive employer match
• Robust Wellness Program
• Fun, food, and events

This position provides an extraordinary member experience by actively assisting the Head of Branch, managing the activities and staff of the branch to ensure proper alignment with Credit Union goals and service standards. Directly supervises the day-to-day operational activities of the Branch, as well as driving the financial growth and experience of our members.

• Plans, coordinates, and directs the daily operational activities of an assigned branch
• Opens and closes branch as needed in line with Credit Union security policies and procedures
• Prepares monthly branch office reports for review by management
• Works with MSRs to perform routine branch audits, vault operations, branch equipment maintenance, and branch and ATM settlement
• Ensures quality control/contact event items are resolved within compliance standards
• Provides effective leadership by modeling the behaviors of excellent member service and creating a positive work environment through empowerment and fostering a culture of trust
• Assumes the management of activities and staff of a branch office during the absence of the Head of Branch
• Assists the Head of Branch in managing the daily staff activities that will drive growth and development with members and non-members to achieve goals such as lending, deposit growth, and account opening

• Ensures that Credit Union service standards are maintained within the branch, including opening new accounts, providing information, and resolving problems/issues
• Coaches and develops the team to achieve assigned member relationship growth, satisfaction scores, and loan goals
• Ensures timely completion of member on-boarding process and timeline
• Resolves product and service complaints by determining cause of the problem, selecting and explaining the best solution, expediting correction/adjustment, and follow up to ensure resolution
• Promotes member self-service by continually educating and utilizing PCU’s website, online and mobile platforms

• Models People’s Credit Union’s values and purpose in all interactions, decisions, and leadership practices
• Continuously develops expertise and leverages industry trends to strengthen performance and align with the Credit Union’s strategic direction
• Champions financial literacy and transparency internally, helping all employees understand how their work contributes to PCU’s success
• Serves as a visible leader and ambassador of PCU’s mission in the community and the credit union movement
• Communicates organizational updates and initiatives to staff in a timely and effective manner
• Maintains a positive leadership role with staff and works to foster a culture of trust, collaboration and accountability
• Effective management in creating highly motivated, well-trained staff
• Ensures all…