Branch Manager II (Multi Branches)

POSITION SUMMARY

As a Branch Manager II with multi branches, you are accountable for the day-to-day management of all aspects of your assigned branches to ensure delivery of an outstanding customer experience at both locations. The Branch Manager II prospects new customer relationships while managing existing relationships, across both locations, including loans, deposits, and Treasury Management services. In this role, outbound customer contact is required, which consists of external customer visits, potential visits to customer prospects and interacting with customers via phone or face-to-face for both branch locations. Business development skills in this role are critical and include recognition of referral opportunities to other bank departments, including Treasury Management services, Mortgage, Investments and Commercial. Overall management of both assigned portfolios is the responsibility of the Branch Manager II and is to include deposit and loan exceptions, past dues and more.

As a representative of the Bank, the Branch Manager II 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.

JOB REQUIREMENTS

• High school diploma or equivalent required
• Five years of customer service, cash handling, banking, or retail experience preferred
• Prior experience managing people required
• Ability to work at both assigned branch locations required

COMPETENCIES

• Ability to lead and manage multiple branch locations, providing equal support to all staff
• Possess strong time-management skills in order to manage multiple branch locations
• Possess strong leadership and follow-up skills in order to manage multiple branch locations
• Proven ability to lead and develop people
• Ability to lead a group of people toward the common goal of servicing the customer
• 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
• Possess 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
• Possess 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
• Possess superior knowledge of Bank products and services, delivering professional presentation, explanation and selling of products and services, matched to customer needs
• Possess strong attention to detail
• Possess initiative, be self-driven, and results-oriented
• Be a team player and assist staff with any and all duties as necessary
• Ability to present as professional in appearance and attitude

DUTIES AND RESPONSIBILITIES

• Manage customer relationships with existing and prospective customers by identifying opportunities to cross-sell additional products and services
• Achieve all production goals assigned at both locations, whether individually or by branch
• Proactively lead the sales activities of assigned branches and teams, while coaching both teams to ensure overall branch and individual goals are met
• Oversight of all day-to-day operations of both assigned branches, including the following tasks:
• Management of all Retail staff assigned to both branch locations
• Management of branch operations (including transactional, new accounts, consumer lending and business banking support)
• Customer service standards
• Provide direction and coaching to both branch teams on a daily basis
• Ensuring adherence to all branch operations policies and procedures including opening/closing procedures, cash items, night/day drop and CTR
• Effectively manage staffing at both branch locations, assuring both branch locations are properly staffed at all times, employees are taking required lunch breaks, and keeping overtime to a minimum
• Split time equally between both branch locations, unless otherwise needed
• Open and/or close one of the assigned branches each day, unless otherwise scheduled
• Timely communicate and implement any changes in branch operations with all employees of both branch locations
• Oversee the training of new or existing Universal Tellers assigned to both branches, 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 on any employee issues, customer issues, and/or operational changes
• Successful completion of all training programs required for the Branch Manager II position including Universal Teller, Consumer Lending, Business Banking support, customer service standards, procedures, and systems training
• 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
• Select and develop team members by leveraging individual strengths to build a highly productive team
• Deliver effective employee onboarding and support ongoing training and development aligned with both employee growth and organizational needs
• Facilitate cross-training and professional development to enhance team capabilities and continuity
• Empower team members to strengthen confidence, job knowledge, and communication skills, and identify, discuss, and support career and promotional development opportunities
• Provide ongoing coaching, mentoring, and timely feedback to team members through continuous, two-way communication
• Establish clear expectations, goals, and timelines while collaborating with the team toward shared objectives
• Foster a culture of continuous improvement and accountability
• Actively listen to feedback and address issues or conflicts in a timely and constructive manner
• Review and approve timecards and benefit time for direct reports, ensuring appropriate staffing and coverage
• Conduct regularly scheduled one-on-one meetings with direct reports
• Ensure job descriptions remain current and accurately reflect assigned duties, required skills, and experience to support effective staffing and recruitment
• Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
• Consistently support, uphold and model the organization’s core values and standards
• 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. You will frequently communicate with employees and customers through various channels such as talking, listening, and typing. This role requires traveling in the community to meet with prospective business owners and customers. 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. Travel to both assigned branch locations is required. Additional travel may be required.