Service Excellence Manager

At Valley Bank, we believe in people’s growth potential. For nearly 100 years, we have been the bank that clients from every industry turn to for our expertise, strategies, and advice—building the trust that fuels every goal. We are the leading relationship bank built for growth, with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices across the United States.

At Valley, we are driven by an ambition that goes deeper than just having a job. When you work for us, we help you focus on what drives you—turning your passions and strengths into assets that propel your ambitions and build the professional legacy you want. That commitment to growth extends to all of our associates.

Under the direction of the Market Manager, the Service Excellence Manager provides branch staff with oversight, ensures compliance with all bank policies, and delivers outstanding customer experiences. The role leads by example in bank product knowledge, sales, and customer support while fostering a supportive work environment and guiding staff to meet product sales goals and service standards.

• Achieve and maintain a high level of customer service and satisfaction, both individually and collectively within the branch. Provide quality customer service through personal contact with customers and prospects, adhering to company policy, including handling customer issues in person or over the phone and researching and resolving issues.
• Build and promote branch identity, drive product sales, and promote overall ownership and accountability for improving the customer experience and branch success. Create a welcoming atmosphere that ensures continuous client engagement.
• Meet with customers to analyze financial needs and maximize sales opportunities. Offer all bank products and assist with other service needs (account opening, maintenance, and processing transactions) for existing and prospective customers. Demonstrate comprehensive knowledge of all bank products and services.
• Perform all transactions required by a customer, using appropriate technology to provide services most effectively and efficiently. Maintain and balance a cash box. Utilize technology such as Teller Scanning Equipment, Cash Recycling and Cash Dispensing machines, and support customers in the use of Coin Machines.
• Act as Vault Teller to ensure branch cash adequacy for daily transactions by assisting branch staff in ordering and shipping currency and distributing cash to Tellers within prescribed limits.
• Participate and support CRA initiatives, activities, and programs.
• Review and approve requests—including approval to cash large checks, authorizing bank checks or general ledger tickets, and approving various reports, paperwork, and cash counts.
• Work to meet existing branch performance standards such as controllable operating losses through compliance with established bank policies and procedures.
• Continuously build proficiency in banking principles and sales techniques by attending internal and external training and completing continuing education courses.
• Collaborate with the Market Manager by providing feedback regarding interviews, hiring, performance appraisals, and disciplinary actions for staff.
• Assist in community events (e.g., Habitat for Humanity) and participate in and support CRA initiatives, activities, and programs.
• Maintain knowledge and compliance with the bank’s Code of Conduct and all policies and procedures.

• Under the direction of the Market Manager, supervise all operational aspects of the branch functions to ensure satisfactory audit ratings and adherence to compliance requirements.
• Possess full knowledge of all branch operations, encompassing sound business decisions and the evaluation, honoring, and approval of all exception items to minimize potential loss to the bank. Supervise operational risk.
• Ensure the branch complies daily with all retail banking policies and procedures.
• Ensure staff and branch are in full proof daily.
• Order and/or prepare currency shipments, ensuring the cash vault is in proof daily and maintained with assigned cash limits.
• Mainta…