Position Title:
Employee Name:
Reports To:
Date:
Office Manager
General Manager
May 2011
CREDIT UNION MISSION
Our professional team provides a personalized, convenient, competitive range of financial solutions
to benefit our member owners and the communities we serve because we care.
PURPOSE OF POSITION
Under broad managerial direction, manage the day-to-day operations of the member services and
administration functions of the credit union and ensure compliance with all legislation, regulation,
by-laws, policies and procedures.
Expected Standard of Performance
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Provide superior service to members by consistently using the Winning Play to discover
Problems, Needs & Opportunities(PNOs), suggest solutions, and refer members to
appropriate staff.
Maintain a positive work atmosphere by behaving and communicating with members, coworkers, supervisors in a professional, polite, and respectful manner.
Adhere to legislation and security procedures as they pertain to the position.
Actively participate in department/credit union meetings and activities.
Essential Duties & Responsibilities
Human Resource Management
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Supervise and monitor the activities of assigned staff including subordinate supervisors and
administrative staff; ensure staff resources are appropriately scheduled and organized.
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Interview prospective employees and make decisions for hiring.
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Develop performance standards and conduct performance appraisals; identify performance
gaps to resolve employee problems.
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Recognize the need and approval of training and development programs for staff to ensure
quality of service is maintained.
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Lead member service/administration meetings and participate in credit union meetings.
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Provide ongoing feedback, coaching and mentoring to credit union staff.
Office Manager Job Description - Updated May 2011
Member Service Administration
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Provide technical direction in all member service and administrative areas; resolve complex
problems referred by staff.
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Oversee cash custody and safeguarding procedures, deposit account documentation, General
Ledgers, and all related security precautions to ensure adherence to established procedures
and practices.
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Review and evaluate administrative policies, procedures and practices to identify weaknesses;
design, develop and implement new or revised policies, procedures and practices to improve
overall performance of credit union.
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Act as the branch custodian for all estate files.
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Ensure routine audits and controls are in place for all member service and administrative
functions by regularly monitoring specific areas of operation, identifying problem areas and
initiate action as required.
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Act as the branch Compliance Officer to administer the necessary regulations and guidelines
for money laundering.
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Act as the branch liaison when dealing with issues relating to Concentra Financial.
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Maintain signing authority for the member service and administrative side of the credit union.
Senior Management & Business Development
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As part of the Senior Management team, contribute to the implementation and evaluation of
the annual and long term credit union marketing plan.
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Promote Eckville Credit Union in the community.
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Provide input into board and committee reporting where required.
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Provide input into credit union strategic, operational planning and the annual budget.
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Communicate product and service information to secure sale; utilize questioning techniques to
identify business objections then offset objections to build member and staff commitment by
demonstrating the business impact of the solution.
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Participate in the development of member service product sales targets. Motivate and coach
staff to achieve sales targets.
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Assist in the development of the annual budget for the member service/administration
department.
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Support general manager in setting short and long term credit union goals; implement plans
to achieve goals.
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Assist in the development of deposit sales targets and support achievement of targets and
plans. Create a network of employees who support service excellence.
Office Manager Job Description - Updated May 2011
S-TEAM
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Provide S-TEAM leadership and coaching to staff.
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Maintain up-to-date knowledge (features and benefits) of credit union products and services
and relevant policies and procedures.
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Clearly communicate how the product and service features and benefits satisfy a member’s
financial services needs and requirements.
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Cross sell all credit union products, encourage new members, increase business development
through service excellence and product knowledge.
DECISION MAKING AND FREEDOM TO ACT
Under broad managerial direction; with little functional guidance. Work is complex and requires
considerable judgement to make decisions within generally defined managerial practice and credit
union policy.
CORE COMPETENCIES
1. Employee and Member Focus
2. Communication
Definition: Ensures and maintains member satisfaction
with the product and services offered by the organization.
Definition: Clearly conveys information to a variety of
audiences using the tools necessary, engaging the audience
to ensure the message is delivered and understood, creating
a positive first impression with confidence and respect.
Key Actions
Key Actions
 Concentrates on each member and attempts to
Discover needs or problems by listening for “clues” in
conversations, asking questions, making observations,
doing research and recalling other information, which
might reveal a need for new services.
 Determines the member’s awareness of the problem,
need or opportunity discovered and the member’s
interest in solving it.
 Decides the best service or product to solve the
member’s problem, need or opportunity and then
recommends it.
 Discusses new or additional service(s) with the
member, explaining, in simple terms, what each service
is and how it will be of benefit.
 Directs the interested member to the new account desk
for more information or to open the account suggested.
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Office Manager Job Description - Updated May 2011
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Listens - understands and learns from what others say.
Grasps the meaning of written information and applies it.
Uses language that matches the message and the
audience involved.
Conveys ideas and facts in writing using appropriate
language the reader will understand.
Engages the audience by using relevant information and
varied tools such as voice inflection and body language.
Makes certain that the message is understood by asking
for paraphrasing and examples.
Speaks confidently about the credit union’s products,
services.
3. Ethics and Integrity
4. Team Work
Definition: earns the trust and respect of others through
consistent honesty and professionalism in all interactions.
Diplomatically handles challenging or tense interpersonal
situations
Definition: Promotes cooperation and commitment with the
team towards the attainment of common goals. Understands
the credit union’s objectives. Enables cooperative and
productive group interactions.
Key Actions
Key Actions
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Shows respect – ensures that communication and
actions are always professional.
Maintains confidentiality - at all times ensures that
information available remains confidential.
Honours commitments - ensures commitments are
realistic and carried through. Says what they mean
and means what they say.
Avoids situations that could be considered a conflict of
interest.
Adheres to a set of core values that match those of
the credit union.
Strives to understand the data, the people, and their
views before making decisions and taking action.
Works through difficult or awkward interpersonal
situations in a positive manner. Approaches sensitive
issues ways that allow rational and open discussion.
Focuses on issues and interests instead of people or
positions, even when personally attacked.
Delivers tough messages with sensitivity to minimize
the negative impact on others; critiques
constructively.
5. Accountability and
Dependability
Definition: takes personal responsibility for the quality
and timeliness of work and achieves results with no
oversight, including following guidelines, standards
regulations and principles.
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Models commitment - leads by example and sets
standards for professional behaviour.
Knows and supports teammates’ work and deliverables Helps teammates who need or ask for support or
assistance.
Work as a team - ensures joint ownership of goal
setting, commitments, and accomplishments.
Establishes a team-like mentality, through sharing
information or expertise, working together to solve
problems, and putting team success first. Encouraging
team unity through sharing of information and expertise.
Joint ownership of goals - commitments and
accomplishments involve everyone on the team.
6. Decision making and Judgement
Definition: Makes timely, informed decisions that take into
account facts, goals, constraints and risks. Sees the big,
long-range picture. Aligns direction, products, services and
performance with organization.
Key Actions
Key Actions
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Stays focused - can continue to be productive
regardless of interruptions and distractions.
Maximizes time - is able to use time available to
deliver quality work.
Takes responsibility - does not make excuses for
errors or problems, acknowledges and corrects
mistakes. Does not diffuse blame and faces problems
quickly and directly.
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Office Manager Job Description - Updated May 2011
Gathers data- attains data from all sources available,
including others’ experiences, perspective, ideas and
wisdom.
Considers all information- is able to consider pros and
cons, rationale behind the decision, limit of information,
and the consequences of the decision before making it.
Is able to make timely decisions- when necessary is
capable making a decision, even with limited
information.
Learns- is able to deduct information from past mistakes.
Sees where current trends will lead, and how they may
influence the organization’s direction. Foresees
opportunities that will come and go.
Seeks to understand other programs in the department,
including their services, deliverables, and measures.
Integrates executive direction into every decision and
consultation.
Advocates for and positively represents other programs
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7. Development and Continual
Learning
Definition: Displays on going commitment to learning
and self-improvement.
and services when working with members and
stakeholders.
Forms and articulates a clear picture of the future the
organization should strive for. Explains why that future is
important and how current decisions make or break the
chance to reach it.
Using a global perspective, reliably forecasts future
needs and devises plans to meet those needs.
Analyzes options and decisions based on long-term payoffs or outcomes.
Translates the vision for a program or organization into
clear strategies.
8. Leadership
Definition: Promotes organizational mission and goals, and
shows the way to achieve them. Influences others to act in
support of ideas, programs, and causes while getting others
excited about and committed to furthering the organization’s
objectives.
Key Actions
Key Actions
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Learns from mistakes - is able to see failure as an
opportunity to learn from results.
Seeks ways to improve processes - looks for ways to
complete tasks more effectively.
Asks for feedback - needs feedback as a drive to
improve performance.
Acquires new competencies - researches ways to
learn new skills that will result in self improvement
and effectiveness.
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Office Manager Job Description - Updated May 2011
Creates a positive work environment where all staff are
motivated to do their best.
Conveys confidence in a group’s ability to prevail over
challenges to reach its goals.
Links mission, vision, values, goals, and strategies to
everyday work.
Sees the potential in others and takes opportunities to
apply and develop that potential.
Takes calculated risks to improve performance, try a
fresh approach, or reach a challenging goal.
Sets clear, meaningful, challenging, and attainable group
goals and expectations that are aligned with those of the
organization.
Suggests and asks for others’ ideas to improve quality,
efficiency, and effectiveness.
Actively promotes and solicits support for a program or
cause. Builds credibility as a representative by
demonstrating personal commitment and sharing
information.
Using knowledge of audience views and interests,
chooses and employs diverse methods, tools, and
resources to educate and build enthusiasm in potential
partners and supporters.
Ensures others grasp the purpose and benefits of the
program or cause. Tailors messages to specific audiences
to develop interest and endorsement.
Displays passion for the cause, and sparks that same
passion in others.
Inspires and persuades others to voluntarily follow
direction, pursue and achieve goals, and adopt new
positions or opinions.
Promotes the creation of shared mission, vision, and
values, and uses those principles to guide actions.
Displays a positive attitude about the work to be done,
co-workers, members, management, and employer
policies.
Addresses issues in an open, constructive, professional
manner, and persuades others to approach issues in the
same manner.
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Office Manager Job Description - Updated May 2011
Leads by example and
Sets standards for professional behaviour. Helps those in
need of assistance, regardless of rank.
Shows dedication in completing the work that must be
done.