Since 1948, Frontline Credit Union has offered great professional, personal service to its members. We continue to find creative ways to raise the standard of service every day. Our dynamic and knowledgeable staff make ongoing service improvements possible and pride themselves in going above and beyond for every member. The work environment is collaborative, positive and fun and the always changing landscape of the banking sector assures that staff is adequately challenged along the way.

If you are looking for a dynamic, friendly and supportive work place then Frontline Credit Union could be a perfect fit for you.

Job Posting:

Branch Manager


About Frontline Financial Credit Union

Frontline Financial Credit Union was founded in 1948 by Ottawa Fire Fighters. From humble beginnings of a select few, we now serve over 4000 members, working in Fire, Health, and Hydro Services, or in our vibrant community of Westboro. At Frontline, improving the financial well-being of our members and their families is our main objective. The key to providing different and valued service is our understanding of the complexities of family financial situations and providing creative and efficient banking solutions. We are a full service financial institution with a twist: we believe in sharing benefits to improve all of our members’ financial lives. Our 20 staff specialize in offering quality banking and investing, and the best possible service to our members.


About Our Culture and Working Environment

Frontline Financial Credit Union serves the majority of our members at our main branch on Richmond Road, in the heart of Westboro, a thriving community in Ottawa. We pride ourselves on offering professional, personal service to our members. Our dynamic and knowledgeable staff pride themselves in going above and beyond for every member and strive to find creative ways to raise the standard of service every day. Our work environment is collaborative, positive, and fun. In addition, our regular hours of service allow staff to enjoy work-life balance. This is a full-time management role (37.5 hours per week) and offers a competitive salary and full benefits.


About the Branch Manager Role

The Branch Manager reports to the Chief Executive Officer. As a member of the Senior Management Team, the Branch Manager has direct responsibility for overseeing the sales and lending team (Representatives and Officers) and directs the branch activities, including the overall member experience. He/she is responsible for and directly involved in business development activities to expand membership in existing bonds (Fire, Hydro and Health), and also extend the Credit Union’s relationships in the community, by maintaining a high profile and strong image as the financial institution of choice. In addition to growing the member base, he/she will initiate action to improve the growth of investment and loan portfolios. He/she will assist branch staff in resolving non-routine customer questions and inquiries and serve members directly in special circumstances. He/she will provide leadership to direct reports and ensure they are well-trained and effective in their activities.


About the Ideal Candidate


  • Bachelor’s degree in Business or Finance or equivalent combination of education and experience
  • Mutual Fund License is an asset
  • Demonstrated commitment to continuous learning through additional courses, training, and professional development activities



  • 10+ years of experience in a financial services environment with at least 5-7 years of management or supervisory experience
  • 2-3 years of residential and commercial lending experience
  • Working knowledge of a wide range of financial products and services
  • Demonstrated customer service skills
  • Demonstrated ability to coach for high performance and growth
  • Demonstrated ability to build and sustain relationships with community groups and other stakeholders
  • Demonstrated business development skills (growing membership base and expanding services) rooted in the ability to build and sustain deep and continuous relationships
  • Demonstrated track record of being goal focused and results oriented
  • Demonstrated ability to prioritize tasks and meet goals
  • Strong time management and excellent organizational and planning skills
  • Strong attention to detail and good analytical skills
  • Strong written and oral communication
  • Strong presentation skills
  • Proficient in Microsoft Office such as Word, Excel, PowerPoint and Outlook
  • Experience working in the Credit Union system is an asset
  • Must be bondable under the Credit Union’s fidelity bond arrangements
  • Must pass police and background credit check


To apply for this role, please send your CV/resume and a cover letter outlining your experience to by February 16, 2018.


Major Duties and Responsibilities:

Strategy and Stakeholder Management                

Participates in the development and implementation of effective strategic plans.

  • Contributes to identifying key objectives to drive results in all areas of the Credit Union, including membership service, retention and growth.
  • Participates in the development of an annual strategic plan, and an operational plan that details the actions and /or behaviours required to achieve goals and objectives.
  • Prepares reports on results using agreed upon measures at the end of each quarter; identifies plans and actions to ensure results are met in the following quarter; demonstrates a relentless focus on achieving the goals of the Credit Union.       
  • Continually monitors the general environment and anticipated trends; makes recommendations to the CEO to ensure that plans, policies and procedures are updated to reflect current conditions.
  • May attend monthly Board Meetings and/or Audit Committee Meetings. May assist with Board inquiries.


Financial Results

Has responsibility for delivering on expected results.

  • Oversees the growth and quality of the loan and investment portfolio. Ensures that sound, collectible loans are written by loans team and that both loan and investment terms accommodate members’ needs, and are consistent with sound financial counselling.


Member Support, Retention, Growth and Innovation (55%-70%)                      

Responsible for directing the team responsible for member support, retention, growth and innovation. 

  • In consultation with the CEO, sets annual and monthly targets for member growth and retention, as well as loan and investment growth, and manages performance against targets.
  • Ensures that member growth initiatives are executed in accordance with established Credit Union policies.
  • Evaluates member growth program effectiveness through analyses of Credit Union activity, new account data, and member statistics.
  • Scans the market and identifies opportunities for new products and services that support member attraction and retention.
  • Coordinates with the sales team and the Director of Operations to identify opportunities to deliver new and innovative products and services.
  • Manages communication to members about new products and services, and improvements in delivery mechanisms for existing products and services.
  • Initiates action to improve growth and development of the branch loan and deposit portfolios.
  • Scans the market and makes recommendations on lending and investment rates.
  • Monitors lending and investment activities to ensure goals are met.
  • Supports the sales team to appropriately promote, up sell and cross sell the full range of lending and investment vehicles with emphasis on consumer loans, mortgages, commercial loans and mortgages, credit card products, lines of credit, deposit and investment vehicles, and sundry services including credit life and disability insurance.
  • Actively solicits new membership growth opportunities by building relationships with community contacts, participating in local community and business activities and associations, conducting outbound calls and emails, following up on staff referrals and member inquires, and actively promoting the Credit Union to external groups and organizations.
  • Responsible for all campaigns and promotions.
  • Ensures that the Credit Union's professional reputation is maintained at all times.
  • Ensures that members' problems or questions are promptly and courteously resolved by the appropriate resource. Resolves member questions and inquiries that are referred up.


Leadership and Management

Participates in the effective administration of Credit Union functions and support activities.       

  • Manages daily sales and service activities. Ensures the branch is organizationally sound and maintained in an efficient manner.  
  • Supports staff in matters relating to member service, retention, and growth.
  • Assists with maintaining and reviewing policies on an annual basis. Reviews and recommends changes when necessary to the CEO.
  • Adheres to established policies and procedures and ensures staff do the same.
  • Develops various reports to assist with measuring, tracking and evaluating Credit Union performance.
  • Assists with annual budget process.


Is responsible for effective human resource management for direct reports in the Credit Union. Maintains a culture consistent with the Credit Union’s mission, vision and values.

  • Takes the lead on hiring new staff in lending, investment and member services.
  • Motivates direct reports to achieve the strategic goals of the Credit Union. Promotes enthusiasm, service excellence, product knowledge and professionalism.
  • Sets goals for and evaluates performance of the sales team and provides coaching; if necessary initiates corrective action and performance improvement plans; conducts annual review process and makes annual salary recommendations.
  • Ensures that direct reports are well trained, effective, and fully utilized. Implements training programs, identifies opportunities for staff growth and development, ensuring appropriate budget exists to cross-train and develop direct reports.       
  • Ensures that succession plans are in place for key personnel.         
  • Conducts staff meetings.


Other duties as assigned.


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