Sales & Service Manager, AVP

SUMMARY/OBJECTIVE

The Sales & Service Manager (SSM) is responsible for the full operations, sales production, and service excellence within their assigned branch. This leader sets the tone for a white‑glove client experience while driving revenue growth through proactive relationship‑building, effective team management and a disciplined approach to identifying and converting opportunities. The SSM is equally at home on the service floor and on the phone, balancing operational rigor with a relationship‑driven mentality to grow the branch’s book of business.

• Oversee all day‑to‑day branch operations, ensuring processes, compliance standards, and service protocols are consistently executed
• Serve as the primary point of accountability for branch performance metrics including revenue, service quality, and operational efficiency
• Recruit, onboard, coach, and develop branch staff; conduct regular performance reviews and establish individual development plans
• Maintain a branch environment that reflects professionalism, organization, and brand standards at all times
• Manage scheduling, staffing levels, and resource allocation to meet business demands

• Champion an elevated, client‑first service culture in every branch interaction — in person, phone, and digital
• Personally handle escalated client concerns with urgency, empathy, and resolution‑focused professionalism
• Implement and uphold service standards that exceed client expectations at every touchpoint

• Identify and capitalize on sales opportunities presented by walk‑in clients, inbound calls, and transactional interactions
• Lead and execute a structured outbound calling program targeting existing clients, referral sources, and prospective new clients
• Partner with relationship managers and business development teams to pursue cross‑sell and upselling opportunities

• Cultivate deep, trusted relationships with branch clients and key community stakeholders
• Conduct regular client outreach to review needs, deepen engagement, and uncover new business opportunities
• Represent the branch at community events, networking functions, and industry gatherings to drive visibility and brand presence
• Maintain accurate client relationship data and activity logs within the CRM platform

• 3–5+ years of progressive experience in a sales and/or service management role, preferably in a branch, retail, or financial services environment
• Demonstrated track record of meeting or exceeding sales goals and driving client satisfaction
• Proven ability to lead, motivate, and develop a team in a fast‑paced, client‑facing environment
• Strong communication and interpersonal skills with the ability to build rapport at all levels
• Strong knowledge of bank compliance, KYC, BSA

• Minimum of 5 years experience in a supervisory capacity
• Lead, coach, and develop branch sales and service team members
• Manage staffing, scheduling and daily workflow to ensure optimal coverage
• Recruit, onboard, train, and retain high‑performing employees
• Ensure compliance with bank policies, procedures and regulatory requirements
• Address employee relations matters and foster a positive team culture

The annual salary range for the Sales & Service Manager, AVP is $74,000 - $100,000 per year.