Retail Banking Branch Manager

POSITION SUMMARY:

The Branch Operations Manager is responsible for branch personnel and operations of the branch, to include new account openings, teller operations, sales, and business development. Acquisition and retention of all deposit accounts. Develop branch personnel into highly proficient people in customer service, public relations, and bank technical knowledge.

The essential job functions include, but are not limited to the following:

• Align daily operations with the Bank's mission by setting clear goals, defining expected outcomes, and ensuring accountability for team performance.
• Lead and manage the branch's sales efforts, setting employee goals, promoting effective work habits, professionalism, and providing follow-up to drive sales success.
• Develop and execute a comprehensive branch business plan to achieve growth, customer retention, and acquisition targets, while improving team performance through coaching, recognition, and managing underperformance.
• Drive business development by conducting sales calls, establishing referral networks, and building community relationships to enhance the Bank's visibility and acquire new customers.
• Open and review all consumer and business account types with accuracy.
• Accurately input and process domestic and foreign wire requests.
• Identify and address customer banking and credit needs through consultative conversations, integrating marketing promotions and offering tailored financial solutions that align with customer interests.
• Maintain high-touch relationships with key customers and prospects, ensuring satisfaction and retention while resolving complex customer issues or escalating to senior management as needed.
• Stay informed on industry trends, banking products, and services, incorporating this knowledge into customer interactions to provide strategic advice.
• Oversee branch financials, manage budgets, and contribute to achieving company profit goals, aligning with the Bank's growth strategy.
• Ensure branch compliance by reviewing certifications, overseeing staff training, and ensuring adherence to the Bank's policies and procedures.
• Source, train, develop, and coach staff, ensuring they understand and follow operational procedures, security standards, and service quality expectations.
• Support Human Resources functions including hiring, performance evaluations, career development, and managing disciplinary actions.
• Perform additional duties and handle other administrative tasks as assigned by the Retail Operation Support Manager and Bank Management to support the branch's operational goals and overall business success.
• Adhere to all Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) policies, including the proper processing of Currency Transaction Reports (CTRs), Suspicious Activity Reports (SARs), and Monetary Instrument Logs (MILs).
• Stay current with applicable federal regulations, including Bank Secrecy, Customer Information Program (CIP), and Know Your Customer (KYC) principles, ensuring full compliance in all transactions.
• Provide coverage at other branch locations as necessary, ensuring continuity of service across the Bank's network.

• Between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Previous supervisory or management experience.
• In-depth knowledge of retail banking products and services.
• Advanced knowledge of competitive marketplace and trends in product offerings.
• Working knowledge of branch operational processes and policies.
• Working knowledge of branch technologies, processes, and performance metrics.
• Working knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills
  - In-depth.
• Collaboration & team skills
  - In-depth.
• Analytical and problem-solving skills
  - In-depth.
• Influence skills
  - In-depth.
• Data driven decision making
  - In-depth.

The physical demands described here…