Branch Manager III

Overview

It is the responsibility of the Branch Manager III to represent Middlesex Savings Bank to the public and to their employees, and to promote the Bank's core values and mission. They accomplish this by focusing on the customer and employee experience, development of staff, achievement of operational excellence, achievement of performance goals, solid decision-making, and a commitment to the success of the Bank and of their team.

The Branch Manager III oversees a medium or large size branch, ensuring that the branch functions in an effective and efficient fashion. They manage staff and schedules; coordinate and delegate work assignments; develop and support branch service and sales goals, and assist staff in meeting those goals; conduct a wide array of customer transactions; and recommend product and services in conformance with established Bank objectives.

• Customer Experience
  - Responsible for managing the experience of customers within the branch. Develops an understanding of customers’ needs and expectations, and ensures that all team members offer products and services that address those needs and expectations. Develops new business by establishing and growing customer relationships and ensuring staff do the same, including utilization of business partners as appropriate. Uses knowledge of communication styles to effectively de-escalate difficult customer situations, as well as to ensure understanding with staff and customers.
  
  Mentors others to develop communication and interaction skills. Acts as an advocate for the customer experience within the division, participating in or leading CX related initiatives or projects as appropriate.
• Staff & Team Development
  - Develops staff skills and expertise by setting clear expectations and objectively assessing competencies, including performance evaluations. Ensures staff have tools to support the customer experience, such as product knowledge, including digital products, knowledge of policies and procedures, etc. The Branch Manager III uses coaching skills to develop their staff and holds staff accountable for their performance. They mentor their supervisors in effective coaching to ensure optimal employee development.
  
  Handles constructive action and difficult employee situations, collaborating with HR appropriately. Makes thoughtful hiring and promoting decisions while considering long-term succession. Acts as a staff development resource for other managers in the division.
• Operational Excellence
  - Ensures quality and accuracy of work, and that branch controls are effective and performed in a timely manner. Balances risk mitigation and procedural accuracy with customer expectations; makes exceptions appropriately. Effectively handles escalated issues, from their own branch or from other branches as appropriate. Ensures staff demonstrates operational expertise and understanding of policies, procedures and risks. Works with branch supervisors to develop their proficiency with branch controls and security.
  
  Utilizes tools to monitor staffing levels and increase efficiency as appropriate while maintaining service levels. Acts as a resource for the branch staff for all operational questions and issues. Performs all duties in accordance with prescribed compliance, security and risk protocols. Maintains proficiency in regulatory compliance and industry developments and apprises staff of same. Complies with all Bank policies including those pertaining to confidentiality, email, and others.
• Influence & Credibility
  - Leads by example as an active part of the branch and region teams. Performs the functions of an Assistant Branch Manager, Senior Banker or Banker as necessary and appropriate. Inspires team to adopt a shared vision and objectives in support of the Bank’s strategic goals. Takes personal ownership and accountability for their performance and that of their team. The Branch Manager III acts as a resource to both their own team and to others within the division.
  
  Participates in or leads projects and initiatives as appropriate. Serves as a mentor to other managers or team members. Follows through on tasks and assignments; manages…