Bank Manager

Responsibilities

• Guide, direct, and coach employees to deliver exceptional service to BMO customers and prospects.
• Understand BMO customers’ or prospects’ needs to provide sales and service in the best interests of the customer.
• Advise customers on products and strategies that meet their financial objectives and identify referral opportunities to other business groups.
• Support sales and customer service activities to meet strategic customer experience and profitability goals in compliance with legal and regulatory requirements and the Bank’s policies and processes.
• Act as an originator of consumer loans as defined by Regulation Z, Regulation G, and the SAFE Act, including required federal registration.
• Foster a culture aligned to BMO purpose, values, and strategy, modeling BMO values and behaviors and encouraging diversity and inclusion.
• Build interdependent teams across functional and operating groups to create the highest value for all stakeholders.
• Attract, retain, and enable career development of top talent, improve team performance, coach employees, and manage poor performance.
• Develop and execute a branch business plan to maximize business growth and wallet share, achieving customer retention and acquisition objectives.
• Conduct sales calls, establish a personal referral network, and other business development activities.
• Probe to understand customer personal banking and credit card needs, integrating marketing promotions and programs into customer conversations.
• Conduct cold calls to prospective customers to develop new customer relationships.
• Develop and maintain a network in the community to enhance the Bank’s visibility and build a strong referral source for new potential business.
• Support community involvement and participate in community activities.
• Maintain a high‑touch relationship with key branch customers and prospects within the market.
• Resolve customer‑related issues using knowledge of bank services, products, and processes.
• Fulfills sales and service activities for the customer in accordance with approved procedures.
• Build the business plan for the branch and influence and negotiate to achieve business objectives.
• Identify emerging issues and trends to inform decision‑making, implement, review, and revise work plans, and determine business priorities.
• Conduct independent analysis and assessment to resolve strategic issues and ensure alignment between stakeholders.
• Establish relationships with business partners (e.g., CDC, Master Card, Symcor) to maintain knowledge of interdependent systems and related policies and procedures.
• Monitor sales and service performance against the plan to identify gaps, issues, and best practices, and develop and implement action plans that close performance gaps and resolve issues.
• Communicate goals, plans, and assignments to achieve financial and customer service goals.
• Lead the implementation of new programs, products, and processes within the branch and coordinate the implementation of national and regional sales and service initiatives.
• Monitor the service request and problem resolution processes for adherence to national standards.
• Provide technical training and support to branch employees to maintain operational and sales effectiveness and recommend improvements.
• Plan and control unit operating expenses in accordance with forecasts and manage transactional outcomes for customer calls or defer to appropriate internal business groups.
• Resolve complex or unresolved customer situations or escalates to the next higher manager for resolution.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends, and integrate into customer conversations.
• Maintain the confidentiality of customer and Bank information, identify and report suspicious patterns of activity related to money laundering, and comply with all legal and regulatory requirements.

• Typically 4–6 years of related experience and post‑secondary degree or equivalent combination of education and experience.
• Prior supervisory or management experience – preferred.
• In‑depth knowledge of retail banking products and services.
• Advanced knowledge of competitive marketplace and…