Retail Manager

Description

SUMMARY

The Retail Manager is responsible for overseeing the daily operations of the bank branch, ensuring exceptional customer service, promoting financial products and services, achieving sales and profitability goals, and leading a team of retail employees. This position requires a combination of leadership, operational expertise, and a commitment to delivering an excellent customer experience.

ESSENTIAL DUTIES

• Supervise and manage all branch activities to ensure efficient and effective operations and ensure compliance with all banking regulations, policies, and procedures.

• Oversee cash management and daily balancing, ensuring the accuracy of branch records.

• Enforce internal controls to prevent fraud and operational risks.

• Conduct regular performance reviews and provide feedback, coaching, and development plans. Ensure staff is trained on new products, systems, and customer service techniques.

• Foster a positive and productive work environment, promoting teamwork and employee engagement.

• Set clear expectations and goals for branch employees to drive performance and growth.

• Promote and cross-sell banking products such as loans, mortgages, and investment services.

• Develop and execute local marketing strategies to attract new customers and grow market share.

• Identify and capitalize on business opportunities to increase branch revenue.

• Ensure high levels of customer satisfaction and resolve customer complaints or issues promptly.

• Maintain relationships with high-value clients and actively seek new business opportunities.

• Monitor customer feedback and take appropriate action to address concerns and improve service quality.

• Manage branch budgets, expenses, and resource allocation to ensure profitability and cost control.

• Prepare and analyze branch performance reports, identifying trends and areas for improvement, and ensure accurate reporting of branch activities to senior management.

• Maintain knowledge of current financial laws, regulations, and trends.

• Perform regular audits and ensure adherence to safety, security, and compliance standards.

• Represent the bank in community events and initiatives, enhancing brand visibility.

• Process new account requests, account maintenance, and teller transactions when needed.

SECONDARY DUTIES

The Retail Manager performs duties specific to the position and other functions as assigned.

RESPONSIBILITIES

• Ensure compliance with all bank policies and procedures, as well as all applicable state and federal banking regulations.

• Treat people with respect, keep commitments, inspire the trust of others, work ethically and with integrity, uphold the bank’s values, and accept responsibility for one’s own actions.

• Demonstrate knowledge of and adherence to EEO policy, show respect and sensitivity for cultural differences, educate others on the value of diversity, promote a working environment free of harassment of any type, and value a diverse workforce.

• Follow policies and procedures, complete tasks accurately and on time, support the bank’s goals and values, and benefit the bank through outside activities.

• Perform the position safely, without endangering the health or safety of yourself or others, and report potentially unsafe conditions to management. Comply with occupational safety and health standards and all rules, regulations, and orders issued pursuant to the OSHA Act of 1970 that are applicable to one’s position at the bank.

• Possess and maintain a current driver's license and a vehicle with appropriate insurance coverage. Both are required to drive while performing assigned duties and responsibilities. 

• Possess and maintain adequate skills in computer operation, including email, word processing, spreadsheet, and specialty software programs.

• Possess and maintain adequate typing skills to meet the needs of the position.

• Possess and maintain adequate math skills to meet the needs of the position. This may include the ability to count currency and coin, calculate interest, balance accounts, add, subtract, multiply, and locate routine mathematical errors.

• Practice effective and efficient organizational and time management skills.

• Be able to work with general supervision while performing duties.

• Use effective oral, written, and interpersonal communication skills. This includes the ability to apply common sense when carrying out instructions, interpreting documents, understanding procedures, writing reports and correspondence, and speaking clearly to customers and employees.

• Be able to deal with routine problems involving multiple facets and variables in standardized situations.

SUPERVISOR RESPONSIBILITY

The Retail Manager is responsible for the supervision of their respective branch's Retail Department and carries out supervisory responsibilities in accordance with the bank's policies and applicable laws, ensuring adherence to EEO guidelines.

ENVIRONMENT, PHYSICAL & MENTAL DEMANDS

The environment for this position is primarily a non-confined office-type setting in which employees are free to move about at will. This environment may include some minor annoyances, such as noise, odors, drafts, temperatures, etc.

Physical demands include writing, typing, speaking, listening, lifting (up to 25 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting, walking, standing, squatting, kneeling, and reaching.  

Mental demands include analytical reasoning, reading and understanding documents or instruments, performing detailed work, following directions, problem solving, providing effective customer or employee communication, performing accurate math calculations, understanding language, engaging in effective verbal and written communication, enduring stress, conducting multiple concurrent tasks, and withstanding constant interruptions.

Physical and mental demands also include correct usage of the following equipment:  telephones, cellular phones, copy and fax machines, adding machines or calculators, encoders, money counters, credit card terminals, postage machines, cash recyclers, vaults, computers, and related printers.  

Work environment characteristics, physical demands, and mental demands are representative of those an employee encounters while performing the essential functions of this job and represent the knowledge, skill, and/or ability required to perform the job in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Qualifications

These qualifications are general guidelines normally considered essential to the satisfactory performance of this position. The specifications listed below are representative of the knowledge, skill, and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviations from these qualifications.

• Bachelor’s degree in Business, Finance, or related field (preferred).

• 5 years of experience in banking, with at least 2 years in a managerial or supervisory role.

• Strong knowledge of banking operations, financial products, and regulatory requirements.

• Excellent leadership, communication, and interpersonal skills.

• Proven track record of achieving sales targets and driving business growth.

• Ability to manage multiple priorities and work in a fast-paced environment.

• Strong problem-solving skills and customer-focused mindset.

• Self-motivated, articulate, and poised.  

• Proficient in banking software, Microsoft Office Suite, and customer relationship management systems.

• Ability to work additional or non-standard hours as needed to meet deadlines or respond to other situations requiring extended availability.

Management reserves the right to change this position description at any time according to business needs.