Banking Center Officer

Established in 1895, Bay State Bank is an approximately $550MM, Massachusetts-based mutual Bank. As a Bank owned by a mutual holding company, the Bank is effectively governed by its depositors, and its mutual ownership structure allows it to focus on long-term and community impact rather than short-term profits. BSB has seven branch locations in central Massachusetts. BSB is the only remaining Bank originally headquartered in Worcester, Massachusetts: the second largest city in New England.

BSB is a value-driven organization committed to international actions and investments that position the Bank as the community’s preferred partner for Banking.

Under the guidance of the SVP – Market Manager, this position is responsible for the overall leadership, management, and performance of an assigned branch, including business development, operational oversight, client relationships, and staff supervision. The role takes ownership of achieving individual and branch goals related to deposit and loan growth, revenue generation, client acquisition, operational efficiency, and service excellence.

This position provides direct leadership to branch staff, fostering a high-performing, service-oriented team through effective coaching, training, performance management, and employee development. The role is responsible for ensuring the efficient daily operation of the branch, maintaining appropriate internal controls, and ensuring compliance with applicable banking laws, regulations, and Bank policies and procedures.

Additionally, the position actively develops new business opportunities, strengthens existing client relationships, and represents the Bank throughout the community to support continued growth and market presence. The role is expected to model and promote the Bank's mission, culture, and core values while creating a positive experience for both employees and clients.

• Provides direct leadership and oversight of branch staff, including daily supervision, coaching, training, performance management, and professional development.
• Establishes clear performance expectations and holds team members accountable for achieving individual and branch goals related to business development, client service, operational performance, and compliance.
• Oversees employee performance, providing ongoing feedback, conducting performance evaluations, recognizing accomplishments, and addressing performance concerns in a timely and constructive manner.
• Fosters a positive, collaborative, and accountable work environment that promotes employee engagement, teamwork, professional growth, and alignment with the Bank's mission and core values.
• Identifies training and development opportunities to strengthen employees' banking knowledge, operational capabilities, sales effectiveness, and client relationship management skills.
• Oversees branch staffing, scheduling, and workload distribution to ensure appropriate coverage, efficient operations, and consistent delivery of exceptional client service.
• Leads regular team meetings and communicates organizational initiatives, performance expectations, procedural changes, and business priorities to branch staff.

• Assumes responsibility for the overall performance and daily operations of the assigned branch, ensuring efficient workflows, consistent service delivery, and adherence to established operational standards.
• Meets or exceeds assigned individual and branch goals, including loan and deposit growth, revenue generation, referrals to business partners, budget targets, operational performance, compliance, and client service standards.
• Monitors and evaluates branch performance against established goals, identifying opportunities for improvement and implementing appropriate strategies to achieve desired results.
• Ensures compliance with all Bank policies and procedures, security requirements, internal controls, and applicable banking laws and regulations.
• Oversees branch cash management, transaction processing, account administration, and other operational activities to ensure accuracy, efficiency, and appropriate risk management.
• Maintains a strong understanding of branch operational procedures and systems, providing guidance and support to staff in resolving complex transactions, operational issues, and client concerns.
• Coordinates with appropriate internal departments to address operational matters, implement process…