MANAGER, FINANCIAL SERVICES

Reports To: Chief Operating Officer

Additional 10% ISO on hourly wage

Every employee must honour the vision, mission and values of Northern Savings Credit Union.

Primary Purpose

The Manager, Financial Services (MFS) is a key position in the branch providing expert level knowledge in a particular area while contributing to the provision of exemplary member service, engagement of employees, and managing operations within area of delegated responsibility to be efficient and effective. The MFS takes action to mitigate current and emerging risk in area of expertise and provides financial management in their area of responsibility.

The MFS is to conduct their duties and carry themselves to be a positive influence in the business unit. The MFS is to coach employees who are in direct reporting relationship but also provide assistance to other employees of the business unit.

The MFS will have responsibility for daily operations in the Financial Service department, with the support of the Regional Branch Manager, Haida Gwaii. The MFS manages branch staffing requirements and provides supervision to Member and Financial services branch staff including Senior Member Services Representative. They may provide support to the lending department as needed.

Key Accountabilities – particular to area of expertise and delegated area of responsibility

Knowledge of Market and Particular Area of Expertise:

• Maintains knowledge of market with regards to services, products, rates and fees.
• Maintains knowledge of economic factors and implications for the business.
• Maintains subject matter expertise in area of delegated responsibility.

Member Service:

• Organizes the delivery of products and services to achieve exemplary member service.
• Monitors the changing member needs and expectations and adapts to those needs.
• Ensures professional image of unit to members and internal customers.
• Advises Corporate Office on challenges in delivery of products and services to maximize member service and on changing member needs and expectations.
• Continually markets the benefits of membership to non-members to grow the membership.

Employee Engagement:

• Supports the Member Service department and assists in fostering a positive, respectful workplace that is motivating to staff.
• Builds a positive capable team to meet the mandate as delegated.
• Collaborates with staff in addressing services issues and member concerns.
• Works with direct reports in establishing annual personal goals and targets and supervises progress on meeting those goals.
• Provides coaching to enhance employee performance.
• Fosters a culture consistent with the credit union’s values and service philosophy.
• Delivers effective ongoing performance feedback for staff.
• Identifies training and development needs to assist knowledge level of staff and facilitates the delivery of such.

Operational Effectiveness:

• Identifies process improvements and implements such within unit, shares best practices with other member service centres and corporate office.
• Liaises with Corporate Office Operations department to review and improve policies and procedures related to member service delivery.
• Ensures staff are provided with tools required to perform duties effectively.
• Addresses day to day administrative issues on a t