Reports To: Regional Retail Leader
Work Model: Onsite
Location: Reading Branch
People Manager: Yes
Why This Role Exists
The Reading Branch Manager is responsible for leading one of Metro's most visible member-facing teams. This role exists to drive branch performance, develop talent, strengthen member relationships, and ensure the branch delivers the service, advice, and operational excellence that members expect.
Success in this role is not measured by daily transactions alone. It's measured by building a culture where employees are engaged, accountable, and growth-oriented; where members receive exceptional service and financial guidance; and where the branch consistently achieves performance, risk, and operational goals.
What You'll Own
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Overall branch performance, including service, sales, operational excellence, and risk management.
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The development, engagement, coaching, and performance of a high-performing branch team.
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Member experience outcomes and resolution of complex service issues.
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Branch growth through relationship-building, financial conversations, and referral generation.
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Regulatory compliance, branch security, audit readiness, and operational controls.
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A culture of accountability, collaboration, continuous improvement, and member advocacy.
What You'll Do
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Lead branch operations to ensure a consistent, efficient, and member-focused experience.
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Coach, develop, and support employees through regular feedback, performance management, and development planning.
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Establish and drive branch sales and referral goals while helping employees identify opportunities to deepen member relationships.
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Serve as the escalation point for complex member needs and service recovery situations.
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Monitor branch performance metrics, operating results, staffing levels, and budget expectations.
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Maintain strong operational controls, security procedures, cash management processes, and audit readiness.
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Support members with account opening, lending conversations, and financial solutions when needed.
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Partner with retail leadership and internal business partners to achieve branch, regional, and organizational objectives.
Success Looks Like in 12 to 18 Months
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The branch consistently achieves or exceeds key service, growth, and operational performance goals.
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Employee engagement, development, and performance have strengthened across the team.
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Member satisfaction and service recovery outcomes show measurable improvement.
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Sales and referral activity have increased through effective coaching and accountability.
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Operational exceptions, audit findings, and compliance concerns are minimized through strong oversight.
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The branch is recognized as a trusted financial resource within the local community.
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A strong internal talent pipeline exists for future leadership and advancement opportunities.
You'll Love This Role If...
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You enjoy leading people as much as you enjoy delivering business results.
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You are energized by coaching employees and helping them achieve more than they thought possible.
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You like balancing member experience, business performance, and operational excellence.
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You thrive in fast-paced environments where no two days are the same.
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You enjoy solving problems, building relationships, and influencing outcomes.
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You take pride in creating a culture of accountability, teamwork, and continuous improvement.
AI Expectations
Metro is actively exploring opportunities to leverage AI to improve efficiency, insight, and service quality. In this role, AI may be used to help analyze branch performance trends, identify coaching opportunities, streamline administrative tasks, summarize information, and improve communication effectiveness. Human judgment, member relationships, risk management, and decision-making remain essential responsibilities of the role.
People Leadership Expectations
In addition to the role-specific responsibilities, this position is accountable for leading, coaching, and developing a high-performing team. People managers are expected to create clarity, support strong performance, build employee capability, and model the leadership behaviors expected at Metro.
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Build and attract strong talent: Make thoughtful hiring decisions, maintain high standards, and actively contribute to building a strong internal and external talent pipeline.
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Set clear expectations and drive performance: Establish clear goals, connect individual work to business priorities, and hold employees accountable for results and behaviors.
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Coach regularly and provide meaningful feedback: Hold consistent 1:1 conversations, deliver timely feedback, recognize strong performance, and address concerns directly and constructively.
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Develop people for today and tomorrow: Support employee growth through development planning, stretch opportunities, coaching, and career conversations.
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Create an engaged and inclusive team environment: Foster a team environment where employees feel respected, informed, supported, and connected to the organization’s mission and goals.
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Lead through change and model Metro values: Communicate clearly during periods of change, reinforce organizational priorities, and demonstrate the behaviors expected of Metro leaders.
Required Qualifications
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Highly motivated self‑starter with a growth and results‑driven mindset, exceptional energy, and a constant drive to achieve more, improve outcomes, and impact the business.
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Demonstrated experience leading employees in a retail banking, financial services, or comparable customer‑focused environment.
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Experience coaching employees, managing performance, and driving business results.
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Ability to build strong member relationships while balancing operational, compliance, and risk requirements.
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Strong problem‑solving, communication, and decision‑making skills.
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Ability to lead effectively in a fast‑paced, high‑accountability environment.
Preferred Qualifications
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Associate’s degree in Business Administration or a related field.
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Five or more years of banking or credit union experience.
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Previous sales leadership or branch management experience.
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Active Mortgage Loan Originator (MLO) registration or the ability to obtain and maintain one as required.
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Notary Public designation.
Why Metro
At Metro, we’re building something bigger than a traditional financial institution. We believe exceptional member experiences begin with exceptional employee experiences. You’ll join a team that values accountability, collaboration, innovation, and continuous improvement while giving leaders the opportunity to make a visible impact on both employee success and member financial well‑being. This role offers the opportunity to lead a team, influence performance, develop future talent, and directly contribute to Metro’s growth and success.
Compensation, Work Model & Benefits
Work Model: Onsite at the Reading Branch
Compensation Range: $76,100-$103,500
The salary range listed gives a general idea of what we expect to offer. We consider your experience, unique strengths, and the impact you’re likely to make in the role. On top of that, we offer a competitive benefits package and other perks that round out the total compensation.
This position is not eligible for visa sponsorship.
Our Benefits
We believe great work starts with supporting our people. That’s why we offer a competitive and well‑rounded benefits package designed to support your health, financial well‑being, career growth, and work‑life balance. From medical, dental, and vision coverage to retirement savings, paid time off, learning opportunities, and employee wellness resources, we invest in helping our employees thrive both at work and beyond.
Click here to learn more about our benefits package and employee perks.
Ready to Make an Impact?
At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work‑life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success. Join a team where your work makes a real difference in protecting our members and strengthening our community.
About Metro Credit Union
Metro Credit Union is the largest state‑chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.
Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos ("Together We Advance") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America’s Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.
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