Relationship Banking Manager (Branch Manager)

Concord, NC

PRIMARY DUTIES AND RESPONSIBILITIES 

Including, but not limited to the following:

 Coaches with Impact:

• Observes customer interactions and provides feedback on how to improve service delivery and performance.
• Coaches for sales performance within the branch; ensures that CNP and other processes are followed.
• Works to grow the next level of talent within the branch.
• On a timely basis, creates and implements performance and development plans; completes annual performance reviews.               
• Consistently and fairly evaluates performance of team members by use of coaching tools, recognizing strong performers, while reinforcing improvement of others.
• Moves quickly to address poor performers with appropriate feedback, documentation and follow up; manages and documents individual disciplinary processes when warranted.
• Hires skilled and successful employees that meet the success profiles; ensures the right people with the right skills are in the right positions at all times.
• Constantly seeks ways to improve staffing effectiveness within the branch.
• Ensures all hiring, disciplinary and termination decisions within the branch conform to bank policies, employment regulations and in consultation with the Sr. Retail Banking Officer and Sr. HR Officer.

 Builds Customer Relationships:

• Ensures CNP and other customer-centered behaviors are executed consistently.

• Demonstrates an in-depth knowledge of the bank’s product suite (business loans, cash management, investment, mortgage, commercial, etc.) and uses that knowledge to grow new business with prospects and existing customers, engaging the appropriate product experts, as needed, once interest/need has been established.
• Responsible for achieving loan origination goals that are established annually by Manager. 
• Conducts sales calls independently, and in partnership with product specialists when necessary.
• Grows the F&M Bank presence within their assigned client group/market by surveying the market and identifying new opportunities/prospects.
• Effectively communicates key underwriting issues to credit analyst for underwriting purposes. 
• Directly manages portfolio of business customers to ensure needs are met while reviewing for opportunities to offer more products and/or services to deepen relationships.
• Consistently and effectively networks within the community and centers of influence. Engages in community and civic activities within their assigned client group/market to help build the F&M Bank brand and cultivate new bank customers.
• Provides feedback to bank leadership to assist in building business product offering.
• Seizes deposit and fee-based sales opportunities, to benefit the customer and increase bank product and service sales.

• Builds trust and credibility by acting with uncompromising integrity and follow through on commitments.

Drives for Operational Excellence:

• Ensures that team understands and adheres to bank operational  measures/policies/procedures, delivers favorable audit results, communicates/corrects audit findings and ensures that branch adheres to compliance with all regulations including, but not limited to, Anti-Money Laundering, USA PATRIOT Act, Bank Secrecy Act, OFAC, fraud protection, security procedures and privacy and confidentiality requirements.
• Manages branch expenses within level of authority.
• Schedules and staffs branch team based on transactional guidelines and with optimal efficiency and effectiveness.

Ensures Unwavering Focus on the Customer:

• Role models customer service excellence by being visibly involved with customers in lobby; makes service a priority by displaying appropriate behaviors and expecting the same of all branch team members
• Focuses team and self on retaining customer relationships; actively looks for ways to create WOW moments for customers and encourages team members to do the same.
• Supports customer-focused initiatives such as the Tater Principle.

Motivates the Team:

• Reinforces the bank’s objectives by communicating strategies and change initiatives positively and by modeling appropriate behavior. 
• Discovers what team members value and how to best manage and communicate with each team member, individually and as part of a team.
• Conducts morning “huddles” to educate, motivate and connect the team each day; celebrates successes.
• Focuses on performance versus goals and communicates any gaps to team along with any action plans.

Does Whatever It Takes to inspire commitment, to enhance the bank’s relationships and brand, to make tough decisions and to balance the needs of the branch with the bank.

 Additional Duties and Responsibilities:

• Ensures the security of the branch, that all security procedures are followed and responsible for the general maintenance of the branch and the ATM facility and ensure that the walkways are clear of any obstacles such as debris, ice, snow, etc. for the safety and security of customers and employees; generally polices the area inside and outside of the branch to ensure that the grounds and work areas are clean and free of litter and debris and are maintained in a neat manner.
• Ensures that the branch is open and ready to conduct business each business day; delegates various operational duties to the appropriate branch personnel but assumes overall administrative responsibility for operating the branch.
• Ensures that physical property and equipment is adequate and maintains continual checks on physical property and equipment to determine if they are in good working order.
• Ensures that each role is properly staffed within the branch and substitutes/triages during unusual volume periods.
• Provides back-up to the Personal Banking Advisor role during high traffic, absence, and alternate assignment situations.

REQUIRED EXPERIENCE, SKILLS AND KNOWLEDGE

 EDUCATION AND/OR EXPERIENCE    

1. Four-year college degree or equivalent experience
2. Minimum of 3-4 years of experience in another financial institution
3. Prior experience as a successful coach of others within a financial institution
4. Proven track record of successfully conducting sales calls and growing branch deposits and profitability year over year
5. 4 or more years of commercial banking and lending experience in the small business or middle market sector

SKILLS/SPECIALIZED KNOWLEDGE 

1. Can successfully coach all levels of branch employees in pertinent job skills
2. Can successfully document and conduct disciplinary processes
3. Can interview and assess candidates to fill roles and match right person to right role
4. Can identify viable prospects and convert them to F&M Bank customers (consumer and business)
5. Possesses solid verbal communication skills; can write clear and concise business communications, is professional at all times in face-to-face, voice and electronic communications with customers and team members
6. Possesses conversational sales skills
7. Can build lasting relationships with existing customers to increase growth year over year

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.