Job Description

Position Vacancy
Job Title: Manager, HMECU Connect
Job Status: Regular Full-Time - One (1) New Vacancy
Primary Location: Brantford Branch
Introduction
Are you energized by the idea of building something new--combining digital service, in-branch experience, and proactive sales leadership? Do you excel at driving growth, inspiring teams, and strengthening community relationships? If so, the role of Manager, HMECU Connect at Healthcare and Municipal Employees' Credit Union (HMECU) offers a unique chance to lead our newest hybrid service channel.
Company
HMECU has been serving our healthcare, municipal, fire and police community for over 90 years! We value dedication and a commitment to excellent service. Our team members are the heart of our Credit Union, and we are looking for individuals that share in our vision and purpose. We take pride in the service we provide to our members and are looking for an enthusiastic and passionate candidate to join our branch team.
Our Purpose
We care for the financial needs and wellbeing of our members so you can focus on what matters most.
Job Purpose & Summary
The Manager, HMECU Connect is responsible for leading the operations, sales, and service delivery of HMECU's new hybrid branch and sales contact centre. This role blends entrepreneurial leadership with operational excellence--treating HMECU Connect as a business within the business. The Manager drives growth through proactive community engagement, local business development, and strategic relationship-building, while ensuring seamless, member-first service across digital, phone, and in-person channels under the cash-lite operating model.
As the face of HMECU Connect, the Manager is empowered to identify opportunities, build partnerships, and lead a team that exemplifies innovation, advice-driven service, and operational discipline. This position plays a pivotal role in advancing HMECU's strategic priorities by integrating virtual and physical service delivery, expanding member reach, and fostering a culture of accountability, ownership, and excellence.
Skill Requirements
Required Experience:

• Minimum 5 years of progressive experience in financial services, including at least 2 years in a leadership or supervisory role.
• Demonstrated business development and community relationship management experience preferred.
• Strong knowledge of retail banking operations, lending, and investment products.
• Proven ability to lead high-performing teams and coach to results.
• Exceptional communication, relationship management, and problem-solving skills.
• Proficiency with digital banking systems, analytics tools, and CRM/lead management platforms (or willingness to learn).
• Demonstrated ability to analyze data and translate insights into action plans.
• Post-secondary education in Business, Finance, or a related discipline preferred.

What you'd be doing:
Leadership & Member Experience

• Lead, coach, and develop team members to deliver exceptional service across all channels (in-branch, phone, and digital).
• Foster a culture of ownership and pride--instilling an "entrepreneurial mindset" where each team member takes personal accountability for business results.
• Champion HMECU's mission, vision, and values through authentic engagement and consistent service standards.
• Monitor and enhance the quality of member interactions, ensuring empathy, accuracy, and solution-oriented outcomes.
• Collaborate with Marketing and Operations to ensure campaign readiness, staff engagement, and consistent service delivery standards.

Sales, Business Development & Community Engagement

• Act as the business owner for HMECU Connect--driving growth through new member acquisition, relationship deepening, and retention strategies.
• Identify and cultivate local partnership opportunities with hospitals, municipalities, and community organizations aligned to HMECU's membership base.
• Represent HMECU Connect in community outreach, events, and sponsorship initiatives that build awareness and strengthen relationships.
• Drive the achievement of sales, lending, and investment targets through coaching, data insights, and performance management.
• Partner with Marketing and the Business Analyst to leverage analytics for lead generation, opportunity tracking, and next-best-product recommendations.
• Continuously seek opportunities to optimize processes and introduce new ideas that improve member experience and branch performance.

Operational Oversight

• Oversee day-to-day operations of the Brantford branch under the cash-lite model, including dual-authorization vault processes and in-house ATM servicing.
• Ensure compliance with operational policies, procedures, and regulatory standards.
• Manage scheduling, cash ordering, security controls, and balancing requirements.
• Maintain effective communication with internal departments (Operations, IT, Risk & Compliance) to ensure operational efficiency.

Data, Analytics & Reporting

• Use analytics to monitor KPIs, including member satisfaction, conversion ratios, and productivity metrics.
• Collaborate with the Business Analyst to interpret data dashboards and convert insights into actionable business plans.
• Lead local implementation of data-driven initiatives such as targeted outreach and segmentation-based campaigns.

Cross-Functional Collaboration & Governance

• Participate in monthly cross-functional reviews with Marketing, Operations, and Analytics to evaluate performance and identify improvement opportunities.
• Provide feedback to Senior Leadership on member trends, operational barriers, and technology enhancements.
• Represent HMECU Connect in organizational initiatives that advance digital-human integration and service innovation.

Other Duties and Responsibilities as may be assigned
Please note: Healthcare and Municipal Employees Credit Union has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical need, please contact HR so that arrangements can be made.
HMECU uses AI-assisted tools to support our recruitment process, such as screening and organizing application information. All hiring decisions are made by our People & Culture team and hiring managers. A human will always review your application before any decisions are made.
Job Type: Full - time
Primary Location: Brantford Branch
Hours of Work: 35 hours per week
Benefits: YES. At HMECU we offer a very comprehensive Benefits Package. 100% Employer Paid Benefits for STD, LTD, Life Insurance, Extended Health, Dental Coverage and Employee Family Assistance Program.
Pension: 7% Employer Contribution to our Defined Contribution Pension Plan
Compensation: Band 6 - $73,300 - $109,900

Skills Required