Regional Experience Manager - Region 2 (Alachua, High Springs, Main Street, Millhopper and Newberry)
Home Office: Alachua
Capital City Bank - More that your bank. Your banker.
Monday - Friday 8:00 a.m. - 5:00 p.m.
The Regional Experience Manager (RXM) has responsibility for creating a leadership culture centered on delivering an exceptional client experience, through associate interactions, office appearance and products and services that are offered. The RXM develops the managers within their region to ensure they are equipped to develop their teams and meet the needs of our client and obtain operational and sales objectives. The RXM will be responsible for demonstrating sales and service management by setting strategic region and office direction, communicating performance results, coaching, recognizing and rewarding accomplishments, and building a high performing team. They directly manage Client Experience Managers I & II’s in their designated Region. This position has direct responsibility for employment decisions.
All associates at Capital City Bank have access to confidential client information, and must practice discretion at all times.
Principal Duties and Responsibilities:
Foster strong, loyal relationships between our clients and our brand. Enhance the client experience through care and passion at every touch. Products and services experts that convey confidence and positivity, influencing how others perceive our brand and possess a true desire to grow client relationships and develop associate relationships.
Provide leadership to drive a culture that focuses on associate engagement and retention to ultimately achieve an exceptional client experience that will drive the achievement of goals and objectives increasing revenue.
Interview, hire, and manage Client Experience Managers (CXM) in their assigned region with administrative support from Human Resources as needed, including scheduling, coaching, time cards, overtime, budget, training, performance reviews and all other associate relation issues. Offer support and guidance to the CXM in the interviewing and hiring process as needed.
Equip leaders to select new team members, arrange appropriate training, managing performance, and identifying and addressing obstacles to ensure individual and team success.
Develop strong relationships with teams in each office as well as key bank partners, product and support partners, and other business partners as needed.
Regularly travel to offices within region to build relationships with clients and teams to instill culture and lead by example. Ensure that teams are equipped with knowledge and resources, clear expectations and trust so that they are empowered to consistently meet the expectations.
Set the strategic direction and create accountability for achieving region production goals including Credit Card, Merchant Services, Capital City Investments, and Other Business Partner Referrals; provides leadership.
Develop strategies, processes and plans that enable leadership team to coach associates and ensure best practices are shared across the team. Drive strategic and operational initiatives within a team.
Drive the strategic direction of the region, ensuring adherence to all performance exceptions and procedural and training requirements.
Ability to think creatively on opportunities to grow revenue, deepen client relationships, create and penetrate client portfolios.
Exhibit a high level of professionalism coupled with a strong work ethic. Deliver a strong leadership style that effectively balances coaching and mentoring with expectation-setting and measurement.
Maintain Emergency Contact Lists for disaster recovery and after hours contact for the region.
Actively participates in community organizations and events to generate goodwill and business development opportunities; working within time and budget constraints.
Develop teamwork, share knowledge, instill trust, and set clear and concise expectations for consistency across the Bank.
Provide guidance for resolution of client issues/complaints; initiate client contact, if appropriate, and escalation as needed.
Complete annual Security Equipment Certification forms for each office in the region.
Approves district’s annual PTO schedule to ensure sufficient coverage in the district as well as adherence to the five-day consecutive requirement
Employer determines the essential functions of the job.
All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT at all times. Associates will consistently follow policies and procedures as established by Capital City Bank and Capital City Services Center, with managers setting the standard.
Provides additional support to manager and department colleagues.
Completes all assigned/required Bank training within established timelines.
Serves as member of:
Disaster Recovery Team
New Office Opening Team
Existing Office Closing Team
Robbery Response Team
Knowledge, Skills and Abilities (KSA) Required:
The following KSAs are usually acquired through college education with specialized training course(s) in business, banking and/or a minimum of 5-7 years related experience.
1. Effective written and verbal communication skills.
2. Demonstrable leadership and strategic thinking skills.
3. Strong organizational and time-management skills.
4. Banking experience preferred.
5. Proficiency in Word and Excel software.
6. Knowledge of Jack Henry Xperience preferred.
7. Must have reliable transportation.
8. Adherence to Bank’s Motor Vehicle Guidelines (may require increased minimum limits and therefor an increase in premiums).
Associates or Bachelor’s degree in business or finance from an accredited college required. Relevant experience may substitute for the education requirement.
1. Working environment which requires traveling and maintaining needed tools and resources in automobile.
2. Constant travel within assigned geographical region.
3. Travel to attend various job-related meetings.
4. In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.
Capital City Bank associates are our greatest asset. We offer the following benefits:
*Medical, Dental and Vision *Life Insurance *401(k) with Matching *Flexible Spending Accounts *Tuition Assistance *Stock Purchase *Discounts on Products and Services
EOE/Protected Veterans/Disabled/Drug Free
The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.
THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict Capital City Bank from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.