Sr Manager Financial Center Operations, Puerto Rico/Caribbean

Job Overview

PenFed is hiring a (Hybrid) Sr Manager Financial Center Operations at our Humacao, Puerto Rico Financial Center. The primary purpose of this position is to plan, implement, and oversee the execution of the financial center strategy across a cluster of financial centers in the Puerto Rico/Caribbean designated market. Key responsibilities include selecting, developing, motivating, and inspiring leaders and teammates (build/nurture the team); achieving sales, service, expense, and achieving profitability (grow the business); prioritizing Member support, satisfaction, and retention (take care of our Members); and establishing a culture of teamwork, camaraderie, and family (promote engagement & satisfaction).

This includes working closely with individual financial center managers and assistant managers to establish a can-do attitude, grow passion and perseverance within their team, and promote a member-centric approach to every action undertaken. The leader must be a self-starter who thrives on delivering perfect member experiences, is unwavering in their adherence to established procedures, and believes to their core in the credit union mantra of "people helping people." Additional responsibilities include championing community outreach, fostering teammate engagement, and developing a strong destination employer culture.

Responsibilities

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

Establish strategy to achieve goals for financial centers within region; participate in development of individual financial center deposits, unsecured and secured loans, inbound calls, quality, and adherence to region goals; motivate & lead to deliver on these goals - reinforce positive performance and coach opportunities. Provide results through effective team management, structure, and routine.
Select, develop and inspire financial center managers, assistant managers, and support Teammate selection; counsel/coach to success.
Manage budget; review revenues and expenses and deliver positive contribution in each financial center and collectively for the region; review performance on a routine basis and recommend financial centers for retention/closure when appropriate.
Establish quality as a fundamental responsibility of every team member; exceed feedback objectives and provide exceptional customer service.
Demonstrate the ability to unite geographically disbursed teams into a collaborative and inclusive operating environment.
Create a unified culture across all assigned locations by fostering collaboration, inclusivity, shared accountability, teammate engagement, and retention, building teams that are connected, purpose-driven, and committed to delivering strong results.
Build strong connections among leaders and teams to form a cohesive working unit, leveraging collective strengths, creating a strong sense of belonging and shared purpose across all locations.
Develop Member retention guidelines; reinforce the importance of retaining existing members and growing new members.
Enforce compliance and regulatory standards throughout financial center: inventories, audits, dual control, balancing, and reports - all Teammates must see modeled behavior for adhering to policies and procedures. Identify, escalate and resolve potential risks.
Champion community engagement/support/outreach; be an advocate of the community volunteering in causes that financial center Teammates embrace.
Serve as the primary resource for Financial Center leaders and teammates within their region.
Recognize and reward outstanding performance; employ force multipliers, impact awards, and No Speed Limit recommendations to reinforce and motivate exceptional performance.
Support talent mobility and reinforce individual development plans to foster career growth.
Deliver clear and concise messages that motivate, convey the "why," and connect contributions to business results.
Demonstrate and expect continuous individual and team improvement utilizing data driven decision making.
Apply strong critical thinking and problem-solving skills.
Maintain regional business continuity.
Travel between Financial Center locations within your region to maximize behaviors and reinforce engagement amongst the team.
Actively support your locations that work weekends and/or extended hours as needed.
Residence within Puerto Rico is required to ensure effective leadership presence, timely support of teammates, and strong hands-on engagement with members, community partners and local line of business partners.

Qualifications

Equivalent combination of education and experience is considered.

An undergraduate degree in a related field or a combination of education and job experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions required.
Minimum seven (7) to nine (9) years of demonstrated experience with sales/credit union/bank operations and building, managing and coaching a team.
Experience managing and leading teams of more than 40 people strongly preferred.
Track record of routinely meeting/exceeding team goals.
Minimum two (2) to four (4) years of direct management experience
Experience within the financial services industry with knowledge of products and solutions.
Bilingual fluency in Spanish/English required.
Experience in using A.I. tools preferred.
Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

There are no additional certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Travel can be up to 90% of the time.

Pay Transparency
The anticipated starting salary range for this role is $84,******- $111,******
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
This position is eligible for an individual performance based annual bonus.

#LI-Hybrid

Benefits

At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.

Our Purpose

Helping members achieve their dreams since ****. Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.

Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country. With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at ****** .