In community-based financial institutions, success isn’t just about offering competitive rates or new digital tools—it’s about people. Whether it’s the teller who greets customers/members by name or the loan officer who guides someone through buying their first home, your employees are your brand. But to consistently deliver top-tier service and grow your client base, it starts with one critical investment: strong managers.
Good managers don’t just supervise—they shape culture, set standards, and coach teams to exceed expectations.
“Managers are the CEOs of their branches. They drive success, motivation, and engagement,” says Rachael Houghton, Executive Consultant and Director of eLearning & Special Programs at Haberfeld, in the latest episode of HabChat.
Leadership Impact
A skilled manager hires strategically and recognizes employee potential beyond a résumé. They ensure new hires are trained not just on systems and procedures, but on values, service expectations, and how to build real relationships with accountholders. In an industry built on trust, it’s that personal connection which really matters.
When employees are well-trained and feel valued, they’re more likely to stay—and more likely to perform well. A knowledgeable, motivated employee is also more likely to recognize cross-selling opportunities, handle complex transactions efficiently, and spot customer/member needs that lead to new accounts, loans, or services.
A Gallup study found that managers account for at least 70% of the variance in employee engagement[i]. That means your branch or department’s performance is largely a reflection of who’s leading it. Strong managers turn average employees into high performers!
Better managers create better employees, and better employees drive better business. If you want to grow your institution, start by investing in the people who lead your teams.
Leaders as Learners
One of the first things to consider is how your institution train its managers and leaders; it is not something that can be done piecemeal or without a clear goal in mind. “Many times, managers do not get the dedicated development they deserve. Training is not a one-time event. To see results, it is something that needs to be continuous and top-of-mind,” Houghton points out.
If you have managers and leaders who want to improve their own performance and that of their teams and branches, consider sending them to Haberfeld’s Manager Academy, scheduled for September 30–October 2 in Omaha, Nebraska. More than any other leadership training event, Manager Academy presents excellent opportunities for managers to increase their understanding about all aspects of customer/member acquisition.
“Our goal for Manager Academy is to take these leaders on a networking, growth, and personal journey so they can go back to their branch and really perform,” Houghton explains in her HabChat interview.
Come Away with Next Steps
At Manager Academy, we focus on leadership, team-member coaching, and other high-payoff activities that lead to greater success. From account opening operations to the eight-step sales process to Tell-A-Friend strategies, you can look forward to learning about and discussing strategies to boost employee engagement and drive results in the branch.
Manager Academy attendees will also complete a DiSC® Management profile to gain insight into their personal management style how best to effectively lead others on their teams. These profiles are used as tools to increase communication, ignite a strong culture, and inspire lasting behavior changes to positively shape your workforce.
In addition, Manager Academy will:
- Show attendees leadership strategies for turning vision into impact
- Discuss goal-setting and communicating expectations
- Hold roundtable discussions
- Provide opportunities to network with like-minded frontline managers from across the country
When attendees share ideas with other Haberfeld client branch managers and leaders, the sky is the limit. When your managers grow, your whole institution grows. Invest in leaders who can shape the future of your branch starting now!
To learn more and register for Manager Academy, visit our Manager Academy site or email Rachael directly at rhoughton@haberfeld.com.
For the latest HabChat episode with Rachael Houghton speaking about Manager Academy and how to grow your leaders, you can listen right here or wherever you get your podcasts!
[i] https://www.gallup.com/workplace/285674/improve-employee-engagement-workplace.aspx
