Branch Experience Manager

Position Summary

The Branch Experience Manager is responsible for leading the customer and employee experience at a single branch location. This role provides hands-on leadership to branch staff, ensuring exceptional service delivery, operational excellence, and strong community engagement. The Branch Experience Manager works closely with the Retail Experience Manager to execute bank-wide service standards and initiatives while maintaining accountability for day-to-day branch performance.

The Branch Experience Manager is responsible for leading the customer and employee experience at a single branch location. This role provides hands-on leadership to branch staff, ensuring exceptional service delivery, operational excellence, and strong community engagement. The Branch Experience Manager works closely with the Retail Experience Manager to execute bank-wide service standards and initiatives while maintaining accountability for day-to-day branch performance.

• Own and lead the customer experience for the assigned branch location
• Ensure consistent execution of service standards, policies, and procedures
• Champion a customer-first culture focused on relationship building and retention
• Identify service gaps and implement improvements to enhance the in-branch experience

• Oversee daily branch operations to ensure efficiency, accuracy, and compliance
• Monitor workflow, staffing coverage, and service levels
• Ensure branch readiness for audits, exams, and internal reviews
• Partner with Operations, Compliance, and IT to support branch needs and initiatives
• This role will be fully cross-trained in Universal Banker responsibilities, providing knowledgeable backup support and continuity across branch operations

• Lead, coach, and develop branch staff through observation, feedback, and mentoring
• Support onboarding, training, and cross-training of branch employees
• Reinforce accountability through clear expectations and performance feedback
• Foster a positive, engaged team environment aligned with the bank’s values
• Conduct performance evaluations and issue corrective action, as warranted

• Serve as the escalation point for customer experience concerns at the branch level
• Resolve issues with professionalism, empathy, and sound judgment
• Ensure timely follow-up and documentation of escalated situations

• Support branch sales efforts
• Deepen customer relationships across personal and business customers
• Actively participate in business development activities, including:
• Identifying and pursuing new business and deposit relationship opportunities
• Participating in business visits, partner calls, and community networking alongside Business Partners or independently as appropriate
• Building and maintaining relationships with local businesses, professionals, and comm
• Assist with personal and business account openings while ensuring accuracy and compliance
• Uncover customer needs and recommend appropriate products and services
• Support onboarding of new customers, including digital banking adoption and relationship expansion
• Represent the bank professionally within the community and serve as a visible ambassador for the branch

• Provide operational and experience-related reporting to the Retail Experience Manager
• Share insights, trends, and recommendations to improve branch performance
• Assist with implementation of new systems, processes, and bank initiatives

The job duties listed are in no way all encompassing.

Other duties, responsibilities and qualifications may be required and/or…