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.