Job Description
Responsibilities include, but are not limited to:
- Accountable for the growth and profitability of their branch or branches. Improves revenues and expenses and creates an environment that exceeds client expectations. Coordinates and supports the team effort in referring leads to offices and other lines of business.
- Overall responsibility for the financial and operational performance of their branches.
- Responsible for the interviewing, hiring, performance evaluation, and disciplinary action for the staff within the branches.
- Develops the staff for career opportunities; manages the performance and development of employees within the branch which results in high performance, a team environment and positive employee morale.
- Develops market intelligence, communicates and drives the strategic direction and product mix within the market they manage.
- Manages and enhances client relationships through coaching and mentoring staff.
- Oversees the ABMs in ensuring operational functions of the branch are met
including cash control, auditing and compliance requirements. - Builds new and expands existing customer relationships through a consultative approach that requires visiting customers in order to understand their business needs with an expected outcome of growing the deposit base of the branches, increasing product utilization and revenue within the market.
- Ensures primary and defined market area retail offices comply with all appropriate regulatory requirements which relate to retail operations and new accounts.
- Ensures the staff completes Learning Management System training and attends classes developed by Learning - Development to fulfill the requirements of their position.
- Ensures staff complies with all policies, practices and procedures including branch safety. Reports all unsafe activities to Divisional Head and/or Human Resources.
- Manages the escalation of customer service problems and/or requests as appropriate, proactively seeks answers and/or provides solutions and follows-up to ensure customer needs have been met.
- Directs a proactive approach to customer satisfaction and customer retention. Listens to and fully understands, the internal and external customer's needs. Interacts in an effective and positive manner with customers and co-workers.
- Represents the bank in the community and participates in community activities as appropriate.
- Maintains knowledge and compliance with the Bank's Code of Conduct and all policies and procedures.
- May provide divisional sales/leadership support in the absence of Divisional/Special divisional initiatives.
Required Skills: - Ability to prioritize, organize and delegate and follow up on assignments.
- Ability to manage multiple branches and remote staff.
- Ability to effectively present information in one-on-one and small group situations.
- Must have excellent verbal, written and interpersonal communication skills.
- Ability to present a confident and professional demeanor to establish trust and convey knowledge to the customer and resolve complex customer issues.
- An enthusiastic individual who can listen to customer concerns and offer a unique and innovative solutions, weighing customer satisfaction with Bank exposure to loss or fraud.
- Proficient computer skills.
- Must be self-driven with a positive outlook and can demonstrate confidence, tact, patience, and diplomacy while dealing with customers.
Required Experience: - High School diploma or GED and minimum of 5 years related managerial experience with knowledge of branch operations and demonstrated sales - customer service skills.
- Bachelor's degree with concentration in accounting, business, finance, economics or related field and knowledge of complex commercial bank branch experience is preferred.
- FIS/IBS (Integrated Banking Solutions) preferred.
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