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The Branch Manager — SGC leads the day-to-day operations, sales performance, member experience, and team development of the CUTX SGC branch. The role builds and develops a high-performing team that consistently meets or exceeds sales and service goals defined by CUTX's strategic plan and core values, manages branch financial and operational performance, ensures the security and maintenance of the physical facility, and represents CUTX in the local community. The Branch Manager partners with Business Development, Lending, and other support functions to grow membership, deepen relationships, and deliver a consistent, member-centric experience while operating within CUTX policy, regulatory requirements, and AI governance expectations.

• Develop each team member through ongoing coaching, training, and feedback to meet or exceed sales and service standards.
• Meet regularly with each team member to review performance and hold team members accountable to sales and service goals established by leadership.
• Conduct annual performance evaluations and ongoing performance conversations.
• Lead sales training meetings and team huddles for branch employees.
• Administer corrective action when necessary, up to and including termination, to hold team members accountable for performance and behavior.
• Identify exceptional talent through CUTX's hiring process and make recommendations for advancement, promotion, or other internal opportunities.
• Motivate fellow staff to meet or exceed established goals and foster a culture of teamwork, positivity, and accountability.

• Own responsibility for meeting or exceeding branch sales and service goals, including loan production, deposit growth, and member satisfaction.
• Receive and respond to member feedback, resolving escalated member issues with professionalism and discretion.
• Deliver an exceptional, member-centric experience and model CUTX service standards for the team.
• Serve as Notary Public and perform Signature Guarantee as needed.
• Work closely with Business Development to identify and pursue growth opportunities within the Sherman/Grayson County community.

• Plan, coordinate, and manage all credit union services and activities of the branch.
• Assign and delegate daily work assignments to all branch team members.
• Review and evaluate reports of branch activities, including staffing, loans, deposits, overdrafts, charge-offs, and audits, to meet credit union performance objectives.
• Leverage management tools and reports to analyze, identify, and strategically address trends.
• Manage branch expenses within an approved budget and authorize the payment of branch bills.

• Accept responsibility for the overall security of the branch, including keys, combinations, documents, records, and negotiable items.
• Oversee the daily maintenance, well-being, and security of the physical facility.
• Ensure opening, closing, and dual-control procedures are consistently followed.

• Perform job duties within CUTX bylaws, regulations, Board of Directors policies, established internal and external service standards, and work procedures.
• Ensure branch compliance with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control, and USA PATRIOT Act requirements as they apply to branch operations.
• Maintain audit-ready records of branch transactions, cash handling, and member interactions; promptly remediate audit and exam findings.
• Identify and escalate suspicious activity, potential fraud, and member-harm concerns through appropriate channels.

• Demonstrate enthusiastic support of the CUTX corporate mission, core values, and long-term objectives.
• Promote strategic initiatives and objectives throughout the credit union to help meet established goals.
• Enhance organization-wide communication between the branch and support departments.
• Seek to understand and appreciate different perspectives and employee feedback from other departments.
• Perform other duties as required to maintain credit union services and operations.

Outcome

Primary KPI

Reporting Cadence

Target / Direction

Branch achieves or exceeds production targets for loans, deposits, and new memberships.

Branch Sales Goal Attainment — percent of monthly branch sales scorecard achieved.

Monthly

≥ 100% of plan

Members receive a consistently high-quality experience at the SGC branch.

Member Satisfaction / NPS score for branch interactions.

Monthly

[Target — confirm with VP, Retail Delivery]

Branch is operationally sound and audit-ready.

Internal Audit / Compliance Review Pass Rate — percent of branch audits passed without material exception.

Quarterly

≥ 98%

Branch team is engaged, developed, and retained.

Voluntary Team Member Retention Rate (branch).

Quarterly

[Target]

Branch operates within approved expense budget.

Branch Expense Variance to Budget.

Monthly

Within ±5% of approved budget

AI-augmented outputs used in branch decisioning are reviewed by the Branch Manager before action.

Human-in-the-Loop Review Rate on AI-generated member, coaching, or operational outputs.

Monthly

100%

• High school diploma or equivalent required.
• Bachelor's degree and/or equivalent experience and certifications preferred.

• Minimum four to six (4–6) years of related experience in a financial institution environment, or equivalent.
• Demonstrated experience leading a branch or retail team, including coaching, performance management, and sales/service goal attainment.
• Prior credit union experience preferred.
• Bilingual English / Spanish preferred.
• Prior experience using analytics or AI-augmented productivity, coaching, or pipeline tools preferred.

• Notary Public commission (or ability to obtain within an agreed timeframe).
• Valid Texas driver's license for periodic travel to other CUTX locations and community/business development events.

• Working knowledge of consumer deposit, lending, and credit union service products and operations.
• Working knowledge of BSA/AML, OFAC, USA PATRIOT Act, Regulation CC, Regulation D, and other regulations applicable to retail branch operations.
• Effective verbal and written communication skills, including tact and diplomacy when working with internal and external members.
• Strong cognitive thinking, problem-solving, and sound decision-making skills.
• Excellent member-centric service skills and the ability to model service standards.
• Ability to multi-task and work under the pressure of deadlines in a fast-paced environment.
• Ability to consistently coach and develop team members.
• Basic mathematical skills as applied to the financial services industry.
• Proficiency with Microsoft Office, telephone systems, 10-key calculator, and the ability to learn CUTX's core, lending, and reporting systems.
• Character built on integrity and sincerity; relatable, approachable leadership style.
• Goal-oriented with the ability to stay focused and lead a team to results.

Competency

Proficiency Level

Why This Matters in This Role

Leadership & Team Development

Advanced

The Branch Manager is directly accountable for hiring, coaching, and developing a high-performing branch team and for holding team members accountable to results.

Member Centricity

Advanced

The role sets the service tone for the branch, owns member escalations, and represents CUTX in the local community.

Sales & Results Orientation

Advanced

The role is accountable for branch sales and service goal attainment and for translating strategy into daily team execution.

Operational Discipline

Advanced

Branch security, cash handling, dual control, and audit-readiness require disciplined execution and oversight.

Compliance Orientation

Advanced

The role is responsible for branch compliance with BSA/AML, OFAC, USA PATRIOT Act, and other applicable retail-banking regulations.

AI Literacy

Intermediate

The role uses AI-augmented coaching, analytics, and productivity tools (Tier 2) and is responsible for human-in-the-loop review on every member- or employee-impacting output.

Communication

Advanced

The role communicates frequently with members, team members, peers, and leadership across multiple channels and contexts.

Risk Awareness

Intermediate

The role identifies and escalates fraud, security, compliance, and member-harm concerns arising in branch operations.

The following workflows are AI-augmented in this role. The Branch Manager - SGC is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.

• AI-assisted branch performance analytics — AI synthesizes sales, service, staffing, and operational data to highlight trends and coaching opportunities.
• AI-assisted coaching and performance preparation — AI helps draft coaching notes, performance summaries, and meeting preparation content for review by the Branch Manager.
• AI-assisted member communication drafting — AI helps draft non-adverse, non-regulated member correspondence and internal communications.
• AI-assisted scheduling and operational planning — AI supports staffing, scheduling, and workload-balancing recommendations.
• Document summarization and meeting recap — AI extracts and summarizes content from policies, training materials, and internal meetings.

This role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Branch Manager - SGC retains accountability for any decision, communication, or member/employee-impacting action influenced by AI output, consistent with the CUTX Generative AI Usage Policy §3.4.

The Branch Manager - SGC is required to:

• Apply human-in-the-loop review on every AI-generated coaching note, performance summary, member-facing communication, and operational recommendation before action is taken.
• Stop reliance on AI output and escalate immediately if output appears inaccurate, biased, non-compliant, or outside the role's documented scope (Generative AI Usage Policy §3.5).
• Refrain from entering member non-public personal information (NPI), confidential CUTX information, or material non-public information into any AI tool not explicitly approved for that data classification.
• Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.

The role is approved to use the following AI tools in performing essential functions (subject to the Generative AI Usage Policy and any tool-specific guidance issued by the AI Council):

• CUTX-approved internal AI assistants (e.g., Sam) for general productivity and approved knowledge tasks.
• Microsoft Copilot for office productivity (drafting, summarization, spreadsheet support).
• CUTX-approved analytics and reporting tools deployed within the retail/branch platform.
• CUTX-approved workforce management or scheduling tools with AI features.

Use of AI tools outside this list requires prior approval from the role's department leader and the AI Council, per the Generative AI Usage Policy §4.

In addition to the prohibited uses defined in the Generative AI Usage Policy §3.6, the following are specifically prohibited in this role:

• Using AI output as the sole basis for any adverse member action (e.g., account closure, denial of service) or adverse team-member action (e.g., termination, formal discipline).
• Entering member NPI (full account numbers, Social Security numbers, signature cards, loan documents) into any AI tool not explicitly approved for that data classification.
• Using consumer AI tools to draft member-facing regulated notices (adverse action notices, BSA-related communications); these must be drafted from approved templates and reviewed per existing procedure.
• Using AI tools outside the approved list without prior approval from the VP, Retail Delivery and the AI Council (Generative AI Usage Policy §4).

The Branch Manager - SGC is responsible for all enterprise compliance obligations applicable to a CUTX team member, including BSA/AML, OFAC, USA PATRIOT Act/CIP/CDD, GLBA and the Safeguards Rule, Fair Lending laws (ECOA/Reg B, Fair Housing Act), UDAAP, Information Security and Acceptable Use, and the CUTX Code of Conduct.

The Branch Manager - SGC is responsible for the CUTX Generative AI Usage Policy (TRAIGA / HB 149-aligned), the CUTX AI Playbook (including Tier 2 obligations applicable to this role), and Texas Responsible Artificial Intelligence Governance Act (TRAIGA / HB 149) requirements applicable to the role.

• Bank Secrecy Act / Anti-Money Laundering (BSA/AML) and OFAC requirements as they apply to retail branch operations, including CTR/SAR awareness and escalation.
• USA PATRIOT Act, Customer Identification Program (CIP), and Customer Due Diligence (CDD) requirements at account opening.
• Regulation CC (funds availability), Regulation D, Regulation E, and Regulation DD as applicable to deposit operations.
• Truth in Savings Act and applicable consumer disclosure requirements.