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Sales and Service Manager

Company: Michigan First
Location: Grand Rapids
Posted on: July 14, 2019

Job Description:

1815 Breton Rd. SEGrand Rapids49506JOB SUMMARY:

  • Assists in driving the sales and service culture of the Credit Union. Promotes, implements, and ensures the highest quality member experience with every member, every time, and at every point of interaction.
  • Responsible for providing strategic sales leadership and ensuring the team is consistently executing on disciplined sales management practices.
  • Assists in developing and maintaining the proper type of sales and service training needed for team members to excel in both. Influential in determining the right candidates for sales and service positions.
  • Responsible to develop and coach team leaders on how to coach their team members to achieve sales and service excellence. KEY JOB RESPONSIBILITIES:
    • Works closely with the COO and other leaders to define strategic goals and objectives. Develops and executes a strategic plan. Analyzes results and adjusts plans to maximize results.
    • Oversees continual skill development and the educational and learning requirements of the team by leveraging internal and external resources to keep team members' tools and knowledge sharp.
    • Assists in delivering top line revenue and bottom line profitability by ensuring appropriate products, services, focus and expense management.
    • Maintains appropriate risk management and operational controls at every branch location. Ensures compliance with Credit Union policies, procedures and regulatory requirements. LEADERSHIP RESPONSIBILITIES:
      • Develop and lead member acquisition and sales goals/plans for the Credit Union. Assist in identifying and building networks, both inside and outside of the Credit Union, to ensure smooth and efficient operations across the organization.
      • Assists the COO in developing appropriate sales and service targets and results through active coaching and sales accountability management. Fosters and maintains a collaborative and respectful workplace.
      • Starting with selection, ensure that the skillset for success is identified for each role in the branches. Work with the Selection Team, to identify this talent and ensure that the talent that is brought in is very clear about the expectations of adherence to our sales and service culture and consistent delivery on Our Promise. Recommend hires, transfers, terminations, salary adjustments, performance standards and reviews.
      • Must be able to serve effectively in branch leadership positions and fill in as needed.
      • Be the role model demonstrating the expected sales/service mindset and philosophies with your team so that they can learn, develop, grow and execute on the same with our members.
      • Becomes/is an advocate of The Michigan First Way, supporting all facets of it, including complete fulfillment of Our Promise, 5 STARS Service, SOLVE IT and our ISMs. Fosters a positive demeanor and image through professional representation in all contacts with both, team members and members. Consistently reflects and displays each of our "ISMs" in daily job performance, as well as in all business interactions while executing on our goals and initiatives. Learns and utilizes EMEC (Every Member's Experience Counts) in day-to-day responsibilities when communicating with members only.
      • Demonstrates a commitment to our "Leadership Code of Conduct."
        • Bachelor's Degree or higher in Business, Sales Management or other related field of work.
        • Minimum of five (5) years of experience in sales leadership roles.
        • Comprehensive knowledge of branch operations (both sales and service).
        • Proven track record of creating disciplined sales and service goals/targets to ensure a quality member experience, while achieving profitability.
        • Strong interpersonal communication skills, both written and verbal.
        • Self-starter; high level of initiative; drives to succeed.
        • Sales AND service-oriented; must have a heart to serve others.
        • Ability to work with multiple technology systems for all business planning and reporting purposes.
        • Competent in analyzing data and holds a metrics-driven mindset to achieve results.
        • Frequent travel within the State of Michigan required.Michigan First Credit Union was founded more than 90 years ago by educators and now delivers world-class service to more than 150,000+ members at our branches throughout Michigan, and we're growing! We offer financial solutions for every life stage and seek to positively transform our members' lives through personalized service that meets their unique needs. Simply put, Michigan First Credit Union's sole mission is to provide the highest quality member experience. Working here, you'll get to participate in a strong culture centered around service, professionalism, and growth. The perks are pretty cool, too – we're consistently named as a 101 Best & Brightest Place to Work (nationally!) as well as several other local workplace awards, mainly because of our competitive pay, excellent benefits package, and supportive policies. Michigan First highlights:
          • 400+ team members
          • 30 locations by 2019 spanning the Lansing area, Grand Rapids and Metro Detroit.
          • Industry leader in community support and charitable giving through the Michigan First Foundation
          • Member Services Call Center operates 24/7/365
          • Current assets of more than $920 million AwardsMichigan First Credit Union has been the proud recipient of:
            • 2018 Detroit Free Press Top Workplaces
            • 2018 Best & Brightest in Metro Detroit
            • 2018 Best & Brightest in West Michigan
            • 2018 Best & Brightest in the Nation
            • 2018 Crain's Coolest Places to Work in Michigan #10 spot out of 100
            • 2018 Best Credit Unions to Work For
            • 2018 Channel 4 - Vote for the Best - 1st Place
            • 2018 Michigan Veterans Affairs Agency - Certified Veteran Friendly Employer - Bronze Level Benefits:Perks of joining our award-winning team include:
              • Competitive pay
              • A low-cost medical, dental, and vision benefit options. Employer-paid life and disability insurance
              • 401(k) - 100% match up to 5% deferral
              • Tuition reimbursement for both Undergraduate and Master's programs
              • Access to a complimentary concierge service that assists with nearly any item on your to-do list
              • Free, state-of-the-art fitness center at our Evergreen headquarters with exercise equipment, showers and locker rooms
              • Wellness initiatives and events throughout the year to help employees stay healthy
              • Loan discounts for certain secured and unsecured loans and mortgages
              • Opportunities for increases, incentives and profit-sharing, based on performance
              • Onsite bowling alley Michigan First Credit Union is an Equal Opportunity Employer.

Keywords: Michigan First, Grand Rapids , Sales and Service Manager, Executive , Grand Rapids, Michigan

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