Branch Experience Manager - Rio Rancho, NM

Description

The Branch Experience Manager leads branch operations, team performance, and member experience to achieve business goals and drive growth. This role develops and coaches employees, ensures regulatory compliance, promotes a member-first culture, and builds strong relationships with members and the community. The ideal candidate is a results-driven leader who excels at developing talent, improving performance, and delivering exceptional service.

Join Our Team at Del Norte Credit Union!
We’re more than a financial institution, we’re a community. Guided by our mission of Improving Lives and vision of being Authentically New Mexico, we embrace Del Norteño Pride, reflecting our commitment to community, culture, and connection. Recently recognized as a Platinum-Level Family Friendly Business, we value People Focus, Collaboration, and Continuous Learning.

Location

Southern Branch located in Rio Rancho, NM

Essential Functions & Responsibilities:

• Lead all branch operations to achieve organizational goals, ensuring efficiency, profitability, regulatory compliance, and an exceptional member experience.
• Recruit, develop, coach, and retain high-performing team members while fostering a positive, engaged, and accountable workplace culture.
• Oversee employee training, cross-training, succession planning, and professional development to build organizational capability and future leadership.
• Drive branch growth by promoting a member-first culture, identifying member needs, and supporting education on products and services that improve financial well-being.
• Monitor individual and branch performance metrics, providing ongoing coaching and feedback to achieve service, retention, and growth objectives.
• Ensure compliance with all applicable policies, procedures, regulations, audits, certifications, and security requirements, resolving findings in a timely manner.
• Deliver outstanding service by proactively addressing member concerns, resolving complex issues, and identifying opportunities to enhance the overall member experience.
• Support organizational marketing, business development, and strategic initiatives that increase member engagement, growth, and community presence.
• Partner with internal departments, vendors, and cross-functional teams to manage projects, improve processes, control risk, and support continuous improvement efforts.
• Champion the credit union’s mission, values, and performance standards through effective communication, leadership, and role modeling of expected behaviors.

Salary

Starting pay: $64,886.68 – $81,108.36 annually, based on qualifications, internal equity, and budget.

Benefits:

• Medical, Dental, Vision Insurance (available first of the month after hire)
• Spanish Speaking Incentive
• 401(k) – Traditional or Roth options
• Paid Time Off and 11 Paid Holidays
• Employer-Paid Benefits: EAP, Short-Term & Long-Term Disability
• Additional perks: Wellness Reimbursement, Educational Assistance, Development Programs

Requirements

Experience: 

One year to three years of similar or related experience.

Education: 

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills: 

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: 

Demonstrate solid leadership and member service skills; excellent communication and problem resolution skills
• Handle sensitive information with complete confidentiality and professionalism
• Excellent verbal and written communication skills
• Critical thinker and effective problem solver
• Collaborative service skills; proven, effective manager of high performers
• Willing and eager to exceed expectations; demonstrated excellence in all aspects of branch operations and administration

Physical Requirements: 

This position requires extended periods of sitting while working at a computer, along with regular movement throughout the office to access equipment or collaborate with team members. The role may involve handling IT hardware, including the ability to lift, carry, or move equipment up to 35 pounds. Occasionally work may require standing, crouching, or navigating tight spaces. Visual acuity and manual dexterity are required to review technical documentation, connect components, and work with cables or tools. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. 

Work Environment: 

This position operates in a professional office setting and regularly uses standard office equipment including computers, phones, and conferencing tools. The role may require after-hours or weekend work to support critical system changes, incident response efforts, or operational needs. Some travel will be required to branch locations, data centers, vendor sites, or industry events.