Branch Manager

About This Job

The main purpose of this job is to lead all aspects of Retail banking operations at the assigned branch, ensuring excellence in operations, compliance, and customer service. This role manages day-to-day activities while driving branch performance through effective leadership and strategic planning. Serves as the leader in promoting growth, developing talent, and ensuring the branch meets both financial and service goals.

Work Schedule

• Monday - Friday 8:15am-5:15pm, Saturday 8:45am-12:15pm

Essential Functions

• Responsible for all Retail Banking day-to-day activities including operations, administration and providing directions to branch staff at designated location(s)

• Manage the full branch team to effectively deliver quality customer experience and be a role model of expected behaviors

• Observe and coach branch team through a structured coaching process to improve customer experience; Support and promote team development via goal setting, communication, coaching, delegation, and training

• Monitor key business results and use coaching model to ensure branch can effectively meet expected results including operational, sales, and business development goals

• Monitor sales efforts, set goals, and implement strategies to meet branch objectives. Build and maintain customer relationships, including small business

• Ensure adherence to policies, procedures, and security standards. Adhere to budgets, monitor results, and generate creative solutions to operational challenges.

• Guide staff in delivering the customer experience model, resolve customer issues promptly, and maintain service excellence; handle customer interactions as needed, including researching problems and providing follow-up to customers/team members

• Leverage approved staffing model to ensure branch resources meet forecasted needs

• Ensure team remains current on product knowledge, policies, and procedures to meet individual and branch goals

• Build and maintain small business relationships by managing branch relationships and working directly with current small business customers to sell/cross sell products

• Lead, mentor and motivate team members to implement the department strategy and manage department workflow with guidance on departmental projects/issues, and provide coaching and development opportunities appropriate to each direct report's individual needs

• Perform all necessary management functions, including hiring, evaluations, annual increase allocations and disciplinary action as required

• Communicate decisions, priorities and relevant information to team members effectively

• Support budget management, planning and expenditure

• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Strong knowledge of the financial services field, including knowledge of best practices

• Ability to lead a group of bankers to achieve desired results, while delivering excellent customer experience

• Ability to interact and engage customers at point of contact – follows current model of customer engagement

• Ability to effectively communicate retail strategy to direct reports and identify opportunities and implement improvements

• Ability to maintain a high level of confidentiality

• Strong critical thinking skills with the ability to apply discretion and sound judgement to efficiently and effectively solve problems

• Ability to drive results and balance management of organizational risk and meeting goals of the business

• Strong leadership skills with ability to motivate team members and foster a positive team environment that gives way to collaboration and unified goals

• Outstanding interpersonal and relationship building skills with the ability to effectively communicate with all levels of the company, clearly expressing ideas and concepts both verbally and in writing

• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values

• Intermediate level proficiency with Microsoft Word, Excel, Teams and Outlook

Education & Experience

• Associate’s degree or equivalent combination of education and experience required

• 2+ years’ experience as a Banking Services Manager/Consultant, Financial Services Representative or similar position required

• 1+ years’ leadership/supervisory experience required; assistant management experience preferred