Branch Manager I - Hamilton

Why DUCA? 

We’re a vibrant, exciting credit union that lives its "profits with a purpose" philosophy in every financial transaction, product, interest rate, and community initiative we offer. Founded in 1954, DUCA has grown from a single branch credit union in Toronto to 19 branches across Southern Ontario with over 85,000 Members we are proud to serve.  

We exist to help People, Businesses and Communities  Do More, Be More, and Achieve More™ . 

DUCA () is distinguished for the following: 

• Positive, un-big bank like service experience delivered through Member-facing staff in branch, on the phone (Member-Connect) and via our Mobile mortgage specialists, Wealth Management advisors and Commercial and Business Banking Account Managers. 
• Competitive rates.
• Personalized financial solutions, guidance, and service with the lowest possible fees for both Personal and Business Members.
• Profit sharing among Members.
• Multiple ways to bank—online, mobile app, phone/full-service Member Connect Contact Centre, and, of course, in-branch—DUCA is accessible 24/7 
• A community philosophy of “profits with a purpose” culminating in the creation of the DUCA Impact Lab ( a charitable foundation committed to helping the credit challenged and underbanked.  This led to DUCA's designation as a B-Corp certified organization, the first ever credit union to receive this global recognition.

A career with DUCA means you’ll find endless opportunities to make a difference with your unique abilities and perspectives.  Our people live their purpose while helping others Do more, Be more and Achieve more with their money and their lives.   At DUCA, you’ll be part of a vibrant and collaborative team where you’ll be supported to excel and make an impact, no matter what role you play. 

Branch Manager I

DUCA is currently looking for a Branch Manager I to join our dynamic Hamilton branch! 

Job Purpose & Summary

The Branch Manager leads and manages the overall branch operations and branch team, with the purpose of helping our Members do more, be more, and achieve more with their money and their lives. The Branch Manager is responsible for the overall success of the branch, including achieving branch targets and business objectives, by effectively coaching, training, and leading the team to deliver an exceptional Member experience and provide holistic financial advice. The Branch Manager is responsible for all people management activities, including staffing decisions, performance management, and compensation decisions. The Branch Manager leads and participates in branch campaigns, acts as a DUCA ambassador in the community, and ensures branch operations are efficient and compliant. The Branch Manager also works towards achieving their personal sales goals, by meeting with Members and using their expert product knowledge to identify products and/or services that will help Members achieve their short- and long-term objectives.

  Key Accountabilities & Duties

• Establish a Member-centric focus for the branch, promoting lobby leadership and a high-level of Member service in all interactions, through ongoing feedback and leading by example
• Coach the branch team in the development of their sales and advice skills, product knowledge, relationship development skills, and how to identify opportunities to promote DUCA and our products
• Identifies external opportunities to build and develop business within the community and lead the branch in campaigns and business development activities to optimize results and acquire new Members to the branch and portfolio
• Provide day-to-day coaching to Financial Services Officers and Member Service Representatives on the total relationship with the Member, ensuring opportunities and interactions are maximized to help Members achieve their objectives
• Lead and oversee all branch activities, and motivate and encourage the team to work collaboratively in order to achieve branch and individual objectives, while always acting in the best interest of our Members.
• Coach team to resolve problems at first point of contact, and handle any escalated Member concerns
• Lead the growth, deepening, and maintenance of relationships with our Members by providing holistic advice to help Member meet their short- and long-term objectives.
• Manage performance of all employees, including training, coaching, feedback, and performance reviews
• Lead hiring and selection process
• Identify training needs for employees and develop plan to close the gap
• Provide investment advice and identify the appropriate solution including registered and non-registered term deposits, TFSAs, mutual funds, and wealth solutions that fit and meet the Members’ needs. Refer more complex investment service needs to our Wealth Management team as required.
• Open new accounts and through the process, identify additional Member needs, promoting the appropriate solution to meet these needs.
• Develop a suite of “centers of influence” outside the branch in order to support referrals and business development activity.
• Remain up-to-date on DUCA products, services, operational and risk policies and procedures
• Make decisions that mitigate risk, adhere to policy and procedure, and do what is best for the Member
• Ensure effective use and integration of the CRM in all advice-based activities

Occupational Experience & Education Requirements

• Post-secondary education
• Minimum of four (4) years of experience financial services.
• Minimum of three (3) years’ experience managing people/leading a team
• Mutual funds license (IFIC)
• Proven success in growing the business and establishing community and Member (client) relationships
• Experience in advisory roles in personal banking, including experience with retail credit and investments. Experience in business banking considered an asset
• Proven success with sales and relationship management

Knowledge, Skills & Attributes

• Passion for providing excellent Member service and helping Member to achieve their goals
• Outstanding people management and leadership skills, including the ability coach, lead, motivate, and manage a team through change
• Strong relationship-management skills
• Strong problem-solving ability
• Strong written and verbal communication skills
• Excellent business acumen and financial industry knowledge
• Strong attention to detail and time management skills
• Proficiency in Microsoft Office products, including Outlook, Word, Excel, and PowerPoint

Department:  Retail Banking  

Primary Location:  Hamilton branch - 1270 Rymal Road East, Hamilton, ON L8W 0C6

Employment Status:  Full-time

Hours per Week: 38

Salary:  The annual salary range for this position is $80,494 to $100,617. Actual annual base salaries will vary depending on relevant job-related factors such as experience, knowledge, skills, qualifications, and education/training. This position may be eligible for discretionary bonuses

Number of Existing Vacancies: 1

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.

Qualified applicants are encouraged to submit their application.  Applications must include a resume. 

We thank all applicants but only those considered for an interview will be contacted.