Bank Manager II

Overview

Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. Understanding customer needs to provide sales and service in the best interests of the customer. Advises customers on products and strategies that meet their financial objectives. Identifies and makes referrals to other business groups. Supports 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 Secure and Fair Enforcement for Mortgage Licensing Act (the S.A.F.E. Act).
• Obtain a Federal registration with the Nationwide Mortgage Licensing System and Registry as required.
• Guide, direct, and coach employees to deliver exceptional customer service and sales.
• Provide expert advice to customers on banking products and strategies that meet their financial objectives.
• Identify opportunities and make referrals to other business groups.
• Develop and execute a branch business plan to maximize business growth, wallet share, customer retention, and acquisition.
• Conduct sales calls, establish a personal referral network, and perform other business development activities.
• Probe customer personal banking and credit card needs and integrate marketing promotions and programs into conversations.
• Conduct cold calls to prospective customers to develop new relationships.
• Develop and maintain a community network to enhance the bank’s visibility and build referral sources.
• Support the bank’s community involvement and participate in community activities.
• Maintain high‑touch relationships with key branch customers and prospects within the market.
• Resolve customer‑related issues using knowledge of bank services, products, and processes.
• Fulfill sales and service activities in accordance with approved procedures.
• Build the business plan for the branch and influence negotiations to achieve objectives.
• Identify emerging issues and trends to inform decision‑making.
• Implement, review, and revise work plans as needed.
• Determine business priorities and optimal sequencing for execution of the strategy.
• Conduct independent analysis and assessment to resolve strategic issues.
• Ensure alignment among stakeholders and establish relationships with business partners (e.g., CDC, Master Card, Symcor).
• Monitor sales and service performance against plan to identify gaps, issues, and best practices.
• Provide insights and recommendations based on data and information analysis.
• Communicate goals, plans, and assignments to achieve financial and customer service goals.
• Lead implementation of new programs, products, and processes within the branch.
• Coordinate implementation of national and regional sales and service initiatives.
• Monitor 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.
• Plan and control unit operating expenses in accordance with forecasts.
• Manage transactional outcomes for customer calls or defer to appropriate internal business groups.
• Resolve complex or unresolved customer situations or escalations to higher management.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Build effective relationships with internal and external stakeholders.
• Maintain confidentiality of customer and bank information.
• Identify and report suspicious patterns of activity related to money laundering.
• Comply with all legal and regulatory requirements for the jurisdiction.
• Exercise judgment to identify, diagnose, and solve problems within given rules and risk framework.
• Operate independently on a range of complex tasks and situations.
• Take measured risks while protecting the bank by applying risk management framework and policies.

• Typically between 4–6 years of relevant experience and a post‑secondary degree or an equivalent combination of education and experience.
• Previous supervisory or management experience – preferred.
• In‑depth…