Connex Credit Union · 18 hours ago
Frontline Operations Manager - ON SITE
North Haven, CT
Full-time
Onsite
Senior Level
$62K/yr - $94K/yr
5+ years expConnex Credit Union is committed to improving the financial well-being of the community and is seeking a Frontline Operations Manager to support branch growth and profitability. This role involves formulating policies, managing staff, ensuring superior customer service, and overseeing operational initiatives across branches.
BankingCredit CardsFinancial ServicesNon Profit
Responsibilities
Supports Advocacy training and development across branches by coaching sales and service skills to all branch team members
Fosters an advocacy-driven culture by managing and interpreting member experience scores to drive improvements to coaching and performance
Identifies areas where additional sales and service coaching is required by the Talent Management Specialist or by branch management
Partner with training teams to deliver and receive feedback, actively identifying and addressing knowledge gaps that arise in day-to-day operations
Assists the VP, Branch Administration in the development of goal attainment strategies
Analyzes historical data, corporate goals and individual goal achievement and makes recommendations to the VP to achieve desired outcomes
Drive growth and profitability through coaching and operational management, with a focus on consistent adherence to established procedures
Collaborate closely with business line leaders to support projects, lead meetings, and facilitate daily interactions that support the branches and member service
Ensures strong cash controls and loss prevention practices, including audits, review of exception reports, and adherence to security protocols
Oversees staff coverage across branches
Coordinates the scheduling of branch employees, and facilitates floater schedules based on overall staffing needs of the Credit Union and staffing changes due to planned or unplanned absences
Develops and maintains all frontline procedures including branch balancing procedures to ensure clarity and compliance
Reviews workflow and productivity standards and adjusts procedures to maximize effective and efficiency
Ensures new procedures are trained and followed resulting in better accuracy and higher levels of quality and quantity
Monitors the impact of changes and makes adjustments in the spirit of continuous improvement
Leads and directs floater team of up to 10 float staff comprised of Asst. Branch Manager, New Account Representatives, Member Service Representatives and temporary/intern roles
Enhance skills and knowledge of float teams and Service Coordinators through targeted coaching and mentoring
Responsible for managing vendor relationships and maintaining compliance with expectations
Oversees performance and drives results
Provide continuous support for core banking systems, ensuring smooth operation and addressing any system-related issues
Qualification
Required
Bachelor's Degree in Business required or equivalent work experience
5-10 years' experience in a retail sales management or branch environment, with multi-site oversight and experience required
Knowledge of federal and state laws and regulations governing consumer banking
Strong leadership and coaching skills
Exceptional time-management skills
Ability to analyze data and provide solutions to maximize organizational outcomes
Experience and proficiency with Microsoft Suite of products (Word, Excel PowerPoint)
Excellent interpersonal skills
Some Saturdays required
Flexibility in location required
% of Travel Required : 50% (New Haven & Fairfield County)
Benefits
Competitive compensation.
Medical, Dental, and Vision coverage.
Paid time off.
401K contributory plan with company match.
The opportunity to become involved in community outreach.
Company
Connex Credit Union
Connex Credit Union is a non-profit organization that offers online banking and credit card services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Andre Johnson
SVP, Chief Information Officer
Recent News
2025-08-14
2025-08-13
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