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AVP -Service and Sales Manager

Company Name:
Bethpage Federal Credit Union
I. HEADING

Position Title: AVP -Service and Sales Manager

Reports to (Title): VP Branch Operations


II. SUMMARY OF POSITION

The position is responsible for directing, implementing, coordinating and overseeing service and sales initiatives for the Retail Division. Incumbent is accountable for attaining the established service and sales target and designing programs that ensure success in these key areas while assisting the Regional Managers and related line of business managers in developing and executing plans specific to the respective region or areas of accountability. The ability to analyzing data, observing performance and identifying trends are required to formulate a basis for recommending actions or process improvements. This position shares direct reporting to the Service Quality Group.

III. PRINCIPAL ACCOUNTABILITIES:

% OF TIME DESCRIPTION



50%
Analyzes production and service results to identify gaps and trends. Collaborates with other lines of business to develop and execute action plans to improve performance and maintain results at or above goal. Observes branch employees in the branch environment and provides coaching and feedback in the moment and provide supporting data to the employee, manager and RM. Evaluates the sales management process within the branch environment and makes recommendations for changes and develop related programs and workshops as needed. Works with the Regional Managers to coach, develop and performance manage employees around established sales and service expectations while driving service excellence. Evaluates and monitors new initiatives for impact on member service and employee engagement. Plans and leads various meetings in conjunction with the Branch Operation Leadership Team. Oversees and/or develops the content for the division's monthly newsletter while meeting publication deadlines.
20%
Collaborates with Marketing and other departments to design, implement, and execute service and sales related programs and initiatives. Acts as a liaison between branches, business services and call center and other internal departments as appropriate for service and sales initiatives. Actively serve on the Problem Resolution team and implement resulting programs or initiatives. Serve as business owner on projects as designated.
20%
Assists SVP, VP of Branch Operations, Regional Managers, Branch Managers, and other functional managers in formulation of service and sales standards and initiatives for their affected areas. Assists in training and/or the development of training for service and sales initiatives. Provide support and feedback to Regional Managers.
10%
Provides backup support to the Branch Leadership Team and in particular the Branch Operations Manager

I. EXPERIENCE

5+ years of financial or equivalent retail service experience
3-5 years management experience driving results at the middle management level

II. EDUCATION
College degree strongly preferred
BA or BS in Business
III. SPECIAL REQUIREMENTS
Proven service and sales techniques and related management skills
demonstrate a history of measurable & progressive career growth
Ability to inspect member interactions and sales process
Proven ability to develop and implement skill based programs
Successful record of inter-departmental collaboration within areas including but not limited to Learning and Development, Consumer Lending, Small Business Lending, Mortgage and Investments
Ability to assess and manage vendor relationships
Recognize and share best practices / successes
Observe and identify areas for improvement
Must have highly professional and business-like presentation
Excellent written and oral communication skills
Strong coaching skills and the ability to develop others
Proven ability to motivate employees
Ability to work independently in entrepreneurial environment
Effective training skills
PC, Windows, and Internet proficient
Ability to multi-task
Ability to work flexible hours, including Saturdays
Utilize own vehicle for travel throughout Long Island


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