Branch Manager

Position Summary

This position is responsible for overseeing the daily operations of a branch location. It includes coaching and mentoring staff in customer service, operational accuracy, and sales performance to maximize effectiveness and achieve organizational goals.

Essential Duties And Responsibilities

• Supervise branch staff, including scheduling to ensure efficient customer service. Step into any branch role as needed to support daily operations.
• Train, guide, and coach team members to foster a strong service and sales culture. Motivate staff in cross-selling activities and assist in setting performance-based incentives.
• Lead regular staff meetings to communicate updates, procedural changes, and other key information.
• Ensure branch operations comply with established policies, procedures, and regulatory guidelines.
• Maintain in-depth knowledge of products, services, compliance standards, and internal processes.
• Manage branch security and safety by enforcing relevant protocols.
• Handle escalated customer concerns and identify alternative solutions. Approve exceptions and authorize fee reversals when appropriate.
• Investigate discrepancies or losses, implement corrective actions, and recommend disciplinary measures if necessary.
• Oversee cash handling and inventory processes, including audits and secure storage of non-cash instruments (e.g., prepaid cards, money orders, cashier’s checks).
• Ensure the branch complies with all applicable state, federal, and regulatory requirements.
• Assist in developing operational plans and procedures to support efficiency and profitability.
• Collaborate with other branch leaders to coordinate staffing needs.
• Conduct performance evaluations and recommend compensation adjustments.
• Work with Human Resources to document and support employee-related decisions, such as promotions or disciplinary actions.
• Maintain the facility's appearance and ensure proper operation of branch equipment. Oversee maintenance and custodial service providers as needed.
• Ensure branch marketing materials are current and readily available.
• Assess staffing needs, conduct interviews, and make hiring recommendations.
• Uphold and promote the organization’s reputation and adherence to internal policies.
• Pursue ongoing professional development through self-directed training and certification.
• Keep senior management informed of branch activities and flag any significant issues or concerns.
• Stay current with product offerings, systems, and applicable compliance requirements.
• Maintain a high level of performance in alignment with individual, department, and company objectives.
• Support outreach and community engagement efforts through site visits and event participation.
• Attend all required meetings, training sessions, and company-sponsored functions.
• Continuously expand knowledge of products, services, systems, and organizational philosophy.
• Perform additional duties as assigned by senior leadership.
  
  

Qualifications

• Minimum of three years of prior management experience, or two years of experience performing advanced customer service responsibilities.
• Background in sales, cash handling, or financial services operations.
• Strong communication skills, both verbal and written.
• Excellent organizational, decision-making, and problem-solving abilities.
• Proficiency in using personal computers and related applications.
• Exceptional customer service and leadership skills.
• Experience in coaching and mentoring teams in customer engagement and sales is preferred.
  
  

#INAUG2025