Job Opportunity: Member Service Team Leader (Boyle Branch)

Role Purpose

Reporting directly to the Branch Manager, the Team Leader will support the Manager in delivering best-in-class front-line service to our members.

Job Purpose

The Team Lead is primarily responsible for the day-to-day operations and administration of the Operations Department within the Boyle branch including the movement and monitoring of cash, dealing with member queries, as well as the management and coordination of the team.

The role requires the Team Lead to have a hands-on, approachable, professional manner and work effectively with the team and the Boyle Branch Manager, to ensure smooth day to day operations and that any identified issues are proactively addressed. The Team Leader via hands on approach, will provide continuous support and development of team members, ensuring an exceptional member service experience is consistently delivered by all.

This role will support the Branch Manager in the overall execution of the credit union’s operations strategy and will assume full responsibility for branch operations in the Branch Manager’s absence.

Responsibilities

• In support of the Boyle Branch Manager, effectively manage and control the day-to-day operations of the department, ensuring its optimum performance and its team operate cohesively.
• Handle all staff queries promptly, courteously and professionally and within the context of the culture of trust, support and encouragement which is part of the credit union ethos.
• Proactively manage the Operations Team tasks, capacity and workload planning, rosters.?
• The Team Lead will assume full responsibility for branch operations in the Branch Manager’s absence.
• Ensure your staff are familiar with the Credit Union Policies, Procedures, Best Practice Guides, Products, Services and our Digital services.
• Design and implement training and development programs and other initiatives to achieve the highest standards of service.?
• Ensure member issues and complaints are dealt with in a member focused, courteous and professionally manner.  All member feedback to be logged.
• Review and make recommendations to improve member service standards and delivery of service.
• Act as lender within the designated lending discretions and in line with the Credit Unions policies and responsible lending standards
• Ensure all documentation/correspondence is filed appropriately and readily retrievable by colleagues.
• Ensure the end of day process is completed fully, and any discrepancies are investigated promptly and if required, issues are reported to the Branch Manager.
• Ensure the Branch Operational Standards Sheet is adhered to and completed fully each day.
• Manage and control floats and cash on hand and ensure bank lodgements are compiled as required.
• Ensure practices and compliance in Operations are to the highest standard and consistent across every area.?
• In the absence of the branch manager report risk issues to the Head of Regulatory Affairs and any IT issues in a timely manner to our IT Officer.
• Support the work of other departments for example Credit Control, Accounts/Finance, Loan applications, risk and Lending.
• Continuously act as a role model leader demonstrating the highest standards of professionalism, behaviour, ethical management, integrity and honesty.

This job description will be reviewed and updated from time to time in line with the needs of the role.

Attributes and Qualifications Required

• Third level qualification desirable but not essential, QFA or working towards QFA
• Have a working knowledge of the financial services sector and/or credit unions.
• Have a good understanding of the business operations and information systems.
• Have strong planning skill and the ability to apply the skill to achieve tight deadlines/targets.
• Strong knowledge of AML legislation.
• Sound knowledge of data protection in relation to membership records
• Excellent administrative, organisational and business support skills
• Ability to multi-task and work calmly under pressure
• Strong analytical, communication and inter-personal skills
• Ability to lead a team

The deadline to apply is 5:00 p.m. on the 18th of September 2026

Shortlisting may apply and candidates will be short-listed based on information provided.

North West Credit Union is regulated by the Central Bank of Ireland. North West Credit Union is proud to support a diverse and inclusive working environment.