Market Manager

Responsibilities

• Accountable for the growth and profitability of their branch or branches. Improves revenues, reduces expenses, and creates an environment that exceeds client expectations.
• Coordinates and supports the team effort in referring leads to offices and other lines of business.
• Overall responsibility for the financial and operational performance of their branches.
• Responsible for interviewing, hiring, performance evaluation, and disciplinary action for staff within the branches.
• Develops staff for career opportunities; manages performance and development to achieve high performance, a team environment, and positive employee morale.
• Develops market intelligence, communicates, and drives the strategic direction and product mix within the market they manage.
• Manages and enhances client relationships through coaching and mentoring staff.
• Oversees ABMs to ensure operational functions of the branch are met, including cash control, auditing, and compliance requirements.
• Builds new and expands existing customer relationships with a consultative approach, visiting customers to understand their business needs, and growing the deposit base, product utilization, and revenue within the market.
• Ensures primary and defined market-area retail offices comply with all appropriate regulatory requirements relating to retail operations and new accounts.
• Ensures staff completes Learning Management System training and attends classes developed by Learning & Development to fulfill position requirements.
• Ensures staff complies with all policies, practices, and procedures, including branch safety, and reports unsafe activities to the Divisional Head and/or Human Resources.
• Manages the escalation of customer service problems and/or requests, proactively seeks answers and provides solutions, and follows up to ensure customer needs have been met.
• Directs a proactive approach to customer satisfaction and retention, listens to, and fully understands internal and external customer needs.
• Interacts in an effective and positive manner with customers and co‑workers.
• Represents the bank in the community and participates in community activities as appropriate.
• Maintains knowledge and compliance with the Bank's Code of Conduct and all policies and procedures.
• May provide divisional sales/leadership support in the absence of Divisional/Special divisional initiatives.

• Ability to prioritize, organize, delegate, and follow up on assignments.
• Ability to manage multiple branches and remote staff.
• Ability to effectively present information in one‑on‑one and small group situations.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to present a confident and professional demeanor to establish trust and convey knowledge to the customer and resolve complex issues.
• Enthusiastic individual who can listen to customer concerns and offer innovative solutions, balancing customer satisfaction with the bank's exposure to loss or fraud.
• Proficient computer skills.
• Self‑driven with a positive outlook, demonstrating confidence, tact, patience, and diplomacy while dealing with customers.

• High School diploma or GED and minimum of 5 years related managerial experience with knowledge of branch operations and demonstrated sales/customer service skills.
• Bachelor's degree with concentration in accounting, business, finance, economics, or related field preferred, including knowledge of complex commercial bank branch experience.
• FIS/IBS (Integrated Banking Solutions) knowledge preferred.