POSITION SUMMARY

As a Branch Manager, you are accountable for the day-to-day management of all aspects of the branch to ensure delivery of an outstanding customer experience. The Branch Manager is responsible for developing staff to maintain and carry through the day-to-day transactional duties of the branch. While focusing on meeting branch goals, the Branch Manager is responsible for developing new customer relationships and expanding existing customer relationships through structured outbound contact. Outbound contact consists of some external customer appointments while mostly interacting with customers via phone or face-to-face in the branch. This role also includes identifying opportunities for the overall branch to refer to other bank departments, including Commercial, Investments, Treasury Management, and Mortgage. Overall management of the assigned portfolio is the responsibility of the Branch Manager and is to include deposit and loan exceptions, past dues and more.

As a representative of the Bank, the Branch Manager is required to present a positive and professional image at all times. This role is highly visible in the Bank and the community and requires a high level of community involvement. The requirements of this role are open to progression and expectations are communicated by bank management.

JOB REQUIREMENTS

• High school diploma or equivalent required
• Five years of customer service, cash handling, banking, or retail experience preferred
• Prior experience managing people preferred

COMPETENCIES

• Ability to lead a group of people toward the common goal of servicing the customer
• Ability to lead by example
• Ability to efficiently perform all branch duties to ensure staff support and that customers are receiving proper service
• Ability to listen and identify the needs and wants of a customer
• Knowledge of Business Banking support functions, to include referrals for business loan applications and treasury management, depository needs, ability to cross sell business products and services, and resolving issues with customer needs
• Knowledge of various functions of the bank and where to find answers or information
• Ability to multi-task and change focus quickly without stress or being overwhelmed
• Ability to be self-motivated and self-sufficient with minimal management oversight or supervision
• Possess professional communication skills when dealing with customers and other employees of the bank
• Strong attention to detail
• Be professional in dress and attitude
• Ability to read and comprehend documents such as policies and procedures
• Possess proficient computer skills and be familiar with most Microsoft Office applications
• Possess initiative and be self-driven, results-oriented
• Be a team player and assist staff with any and all duties as necessary
• Possess a desire to lead and develop people

DUTIES AND RESPONSIBILITIES

• Manage all day-to-day operations of assigned branch, including the following tasks:
• Management of all staff assigned to branch
• Management of branch operations (including transactional, new accounts, consumer lending and business banking support)
• Customer service standards
• Adherence to all branch operations policies and procedures including opening/closing procedures, cash items, night/day drop and CTR
• Effectively manage staffing, assuring the branch is properly staffed at all times, employees take required lunches, and receive minimal overtime
• Open and/or close branch each day, unless otherwise scheduled
• Timely communicate and implement any changes in branch operations with all employees of the branch
• Oversee the training of new or existing Universal Tellers assigned to the branch, assuring the completion of any training plans or modules
• Evaluate and measure performance of each Universal Teller annually and/or more frequently as defined by management
• Regularly update Senior Retail Officer and/or Regional President on any employee issues, customer issues, and/or operational changes
• Successful completion of all training programs required for the Branch Manager position including Universal Teller, Consumer Lending, Business Banking support, customer service standards, procedures, and systems training
• Possess superior knowledge of Bank products and services, delivering professional presentation, explanation and selling of products and services, matched to customer needs
• Effectively and efficiently assist all customers with any banking need, including transactions, account opening, consumer loans, business banking
• Identify opportunities to refer customers to other areas of the bank, including Commercial, Mortgage, and Investment divisions as appropriate
• Continuously identify/execute any cross-selling opportunities for the customer
• Conduct customer and bank transactions with accuracy, efficiency and professionalism, meeting the high-quality service delivery standards of the bank
• Manage and achieve service standard goals, cross-selling goals, transactional goals, and other key performance indicators as required
• Enhance customer relationships by maintaining contact with customers to offer appropriate products and services, financial advice and assistance with financial needs
• Protect all customer and bank information at all times, adhering to customer privacy and information security policies, and maintain branch security standards
• Establish a professional presence in the community as a representative of the bank
• Ability to work in multiple branch locations, as required
• Provide coaching, mentoring, and feedback, to team members on a real-time and continual basis and via two-way communication
• Select appropriate team members whose differing strengths can be maximized to create a highly productive team
• Complete cross-training and development training with team members
• Provide effective employee onboarding, and ongoing training and development opportunities that reflect both the employee’s and the bank’s needs
• Develop clear guidelines, goals and timelines while working alongside your team toward a common purpose
• Establish an environment of continuous improvement
• Listen to feedback and resolve any issues or conflicts
• Empower team members to improve their confidence, job knowledge and communication skills, and identify, discuss and relay employees’ interest in promotional and career development opportunities
• Approve timecards and benefit time for direct reports ensuring proper coverage
• Conduct regularly scheduled bi-weekly one-on-ones with team
• Ensure job descriptions are current and reflect actual duties of position, to ensure skills, abilities and experience is appropriate for current/and or securing new employees
• Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
• Actively support the ongoing development of a culturally diverse workforce
• Complete other duties as assigned as determined by management to be reasonable and beneficial

PHYSICAL REQUIREMENTS

You will regularly be stationary at a workstation, frequently operating a computer and helping customers with transactions. You will frequently traverse around the branch or work area to help customers, go to the vault or to operate branch equipment. This role requires operating a computer or other office machinery efficiently in order to complete your job functions. While performing the duties of this job, the employee is regularly required to communicate effectively with customers. You will frequently communicate with other employees through various channels such as talking, listening, and typing. Must be able to accurately gather and process verbal and written information and properly inspect documents. The physical environment is indoors for the majority of the job functions. Occasional outdoor work may be required for tasks such as checking an ATM/ITM, assisting a customer and surveying outdoor areas. You will be occasionally required to lift up to 50 pounds. Occasional travel to other branches may be required.