Branch Manager

Position Summary

Plan, direct and manage all functions of the branch. Be accountable for deepening customer relationships and maximizing customer satisfaction. Actively seeks to meet and exceed Bank and branch goals and expectations in relation to branch financial goals, customer retention, and increasing the number of services per customer household. Deploy resources to optimize individual and team performance. Be responsible for branch compliance with bank policies, procedures, and operational integrity.

Develops and mentors staff for sales, service and operational proficiency through effective and consistent coaching efforts. Prioritizes, manages, and communicates promotional campaigns and product initiatives. Conducts calls on prospective small‑business customers. Maintains and develops relationships with existing consumer and small business customers. Represent the bank in local community and business organizations. Conducts performance reviews for staff.

Management understands that each branch office services a unique customer base and that expectations may vary based upon area demographics, level of oversight, community resources, level of deposits, and overall business volume.

The selected candidate for the new Wellesley location will rotate among other branches in our network until such time as the Wellesley location goes live. This extended onboarding program will allow for accelerated networking and comfort with Bank systems, as well as providing the opportunity for the incumbent to collaborate in the staffing selection of the new branch team.

Travel may be required to other locations and employees must be able to work flexible schedules to meet the needs of the Bank.

• Provides leadership, coach, train, and manage performance of staff to ensure branch achieves sales and service goals. Supervise and coach team on the proper behaviors, relationship building techniques, service expectations, while modeling the same.
• Cultivates relationships and generates additional bank business through in‑branch sales and external business development. Work with customers to build relationships, identify and satisfy needs by actively cross‑selling financial products and services that benefit the individual customer.
• Follows prescribed underwriting and lending authority and is qualified to be NMLS certified. Authorizes and closes reserve credit accounts.
• Maintains proficiency in the core banking applications and account opening procedures to ensure customer identification and other pertinent information is collected at the time of account opening.
• Maintains proficiency in product knowledge in order to assist customers with selecting the appropriate product type to meet the customer's needs, including providing qualified referrals to product specialists (i.e., investment services, lending, commercial lending).
• Responds to customers to resolve account problems in a timely manner, and assists with general banking information both verbally and through written correspondence.
• Maintains contact with regular and premier customers and businesses, community, and civic organizations to promote goodwill and generate new business.
• Assigns general tasks and delegates responsibilities to subordinates to meet retail sales goals and objectives within established bank policies as well as other administrative duties.
• Evaluates staff's performance and coordinates individual development plans for staff; recommends personnel actions including training, hiring, promotion, disciplinary or termination.
• Conducts staff meetings to promote a well‑informed team in all Bank matters including training, branch performance, policy, procedural, security, technology or regulatory changes.
• Conducts periodic meetings with individual staff members.
• Coaches staff on product knowledge and goal attainment for sales, referrals and customer service issues.
• Participates in the hiring, orientation and training of subordinate staff. Ensures continuing employee development through regular coaching and effective performance evaluations.
• Actively participates in the Bank’s community commitment initiative to promote customer and…