Market Manager

Description
Summary:

Individuals in the job are responsible for assisting Tropical Financial Credit Union in the achievement of its purpose of guiding members successfully through the financial marketplace.
The Market Manager is responsible for the overall management of the branch, including member service, sales, operations, and team development. This role emphasizes driving branch performance by focusing on sales goals, member acquisition, and cross-selling CU products and services. The Market Manager will lead, coach, and develop the branch team to achieve business targets while ensuring excellent member experiences and operational efficiency.
JOB SPECIFIC DUTIES
Sales Leadership:
Develop and execute strategies to achieve branch sales goals, including new Member acquisition, product penetration, and revenue growth.
Monitor sales performance and provide coaching to staff to enhance their sales skills and effectiveness.
Lead by example in delivering exceptional Member service, cross-selling opportunities and build a referral process from existing members to introduce TFCU.
Identify and cultivate local business opportunities to drive branch sales.
Analyze internal and external market trends and competitor activity to inform and updates sales strategies to overcome objections while ensuring member satisfaction.
Team Management and Development:

Recruit, train, and develop branch staff to ensure a high-performing team capable of meeting sales targets.
Conduct regular coaching and performance evaluations, providing feedback, and setting clear goals and outlining development opportunities for team members.
Foster a positive and collaborative work environment that promotes teamwork and continuous improvement.
Ensure staff training and reinforcement to ensure adherence to Credit Union policies, procedures, and regulatory requirements and thorough knowledge of products and services.
Member Relationship Management:

Build and maintain strong relationships with Members, understanding their financial needs, and offering tailored solutions.
Resolve Member issues promptly and professionally, ensuring high levels of Member satisfaction.
Promote a Member-centric culture within the branch to enhance Member loyalty and retention.
Branch Operations:

Oversee day-to-day branch operations, ensuring compliance with Credit Union policies, procedures, and regulatory requirements.
Manage branch budgets, including expenses, staffing, and resources to optimize profitability.
Ensure the branch is audit-ready at all times, with accurate records and adherence to risk management protocols.
Implement, reinforce and manage security measures to protect the branch, staff, and Members.
Participate and provide constructive feedback to projects, products and services.
Community Engagement:

Actively participate in local community events and organizations to promote the Credit Union's presence and brand.
Develop relationships with community leaders, businesses, and potential Members to generate new business opportunities.
BSA Compliance

:

every employee is required to uphold the credit union's compliance with the Credit Union Secrecy Act and anti-money laundering policies and procedures. Specific functions within TFCU will take into consideration the awareness of unusual or suspicious activity that is relevant to the department.

In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and/or Compliance Departments.
Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act, if required.
Maintains comprehensive knowledge of the Credit Union Secrecy Act, Member Identification Program, USA Patriot Act, OFAC, Fair Lending, and Credit Card Act.
Comply with all TFCU policies and procedures to ensure compliance with such regulations.
Performs related duties as required with or without accommodation.
Requirements
Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience in managing a branch with a strong and proven focus on sales.
Knowledge of the local market and community engagement experience is required.
Ability to adapt to changing market conditions and drive innovation within the branch.
Ability to regularly, effectively, productively and positively interact with all credit union members - consumer and commercial, shared services members, employees, and network with potential members, community engagement, and insurance vendors. Must also have the ability to handle escalated member issues and seek a productive solution.
The role is typically performed in a bank branch environment, with travel required for member development and relationship building, community engagement and training.
Must display strong analytical, critical thinking and problem solving skills to read and interpret documents, write, review and analyze reports and correspondence and present sound business solutions when required to ensure an effective and productive member and employee experience.
Ability to be highly organized to meet deadlines, work independently, and delegate when required.
Must work well in a team and collaborate with other departments, managers, and our outside resource partners and encourage and participate in projects, train, communicate and reinforce new and existing tasks and duties within a changing and work in a high volume, fast-paced work environment.
Ability to mitigate fraud and adhere closely to security standards of operation.
Education and/or Experience

Bachelor's degree in Business, Finance, or a related field; or equivalent work experience.
Minimum of 5 years of experience in retail banking, with at least 3 years in a supervisory or management role.
Proven track record of achieving sales targets and driving business growth in a retail banking environment.
Strong leadership and team management skills, with the ability to motivate, develop and hold staff accountable.
Knowledge of retail banking products, services, and regulatory requirements.
Excellent and proven customer/member service and relationship-building skills.
Excellent communication and interpersonal skills.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit and use hands to handle or touch. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, and ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.