Float Member Experience Manager

**Overview** Under the direction of the Senior Vice President of Retail operations, the Float Member Experience Manager provides leadership and front-line coverage across multiple branches, with a focus on operational excellence, scheduling, coverage, and sales support. The Float Manager manages and supports Float Member Service Associates, coordinates coverage based on branch needs, and partners with branch leadership to support tellers and member service associates. In addition to supervising float staff, the Manager personally provides on-site leadership and performs the full scope of MSA I, II, or III responsibilities (teller and platform) to support member service, sales, and referral goals across locations, requiring strong leadership, adaptability, communication skills, and the ability to manage multiple priorities. **Key Responsibilities** **Branch Operations, Coverage, and Team Support** • Oversee daily branch operations at the teller line and platform in branches where coverage is assigned, ensuring smooth workflow, accuracy, and adherence to operational standards while on-site. • Supervise, mentor, and support Float Member Service Associates and branch staff while providing coverage, offering real-time coaching on teller and platform processes, systems, and procedures. • Ensure sales referrals meet quality standards by confirming employees follow the referral process, document member needs, enter detailed referrals, review activity reports, and address issues with staff. • Support branch sales, service, and referral goals by engaging members in needs-based conversations when assisting them, role-modeling expected behaviors, and reinforcing referral and service expectations with the team while on-site. • Support both teller and platform staff with transactions, opening accounts, and processing loan origination and closings. • Perform MSA duties as needed to maintain branch coverage and meet sales goals. • Oversee daily balancing, transaction accuracy, and documentation for float staff and personal coverage to reduce errors and operational risk. • Handle escalated operational member issues in branches where coverage is provided and deliver timely, professional resolutions. • Ensure adherence to policies, procedures, security standards, and regulatory requirements in all branches supported. • Perform or support audits and branch assessments where float coverage is assigned and assist with implementation of corrective actions. • Provide leadership coverage in branches without on-site leadership, within delegated authority, ensuring continuity of branch operations, service, sales support, and team coaching. **Float Pool Management and Scheduling** • Manage the Float Member Service Associate schedule to provide effective staffing coverage across multiple retail locations. • Develop and execute workforce deployment strategies that optimize staffing resources, member experience, operational effectiveness, and achievement of retail sales objectives. • Coordinate with branch leadership to understand staffing gaps and peak-volume periods and assign float staff accordingly. • Communicate clearly with float staff and branch leaders regarding assignments, expectations, schedules, and changes. • Promote a positive, flexible, and professional float culture that adapts to changing environments while maintaining high service, sales support, and operational quality. **Performance and Quality** • Responsible for the full performance management cycle for Float Member Service Associates, including performance evaluations, development planning, succession planning, recognition, and corrective action recommendations • Participate in interviewing and selection of Float Member Service Associates. • Accountable for achievement of Float Member Service Associate share growth, loan production, referral, and member relationship goals across all supported branches. Monitor production trends and implement coaching strategies to achieve established…