Branch Manager

We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to collaborate and connect with customers and coworkers.

It is anticipated that an incumbent in this role will work onsite 100% of the time and will have a dedicated workspace. Work location is subject to change based on business needs.

Summary of the Job:

The Branch Manager is accountable for the operational success of the banking branch locations. Responsibilities include coaching and oversight of all branch staff, coordination of community development activities, budget planning, and change management related to assigned branch.

About This Role:

Seeking a team oriented, positive, and outgoing professional for a Branch Manager role

What will you be doing?

The Branch Manager is responsible for the overall success of the assigned branch location. Responsibilities of this role are to ensure that branch personnel provide a high quality customer experience while meeting the needs of the customer. Provide coaching to the staff around advice and guidance and overall performance to meet the goals of the branch. Manage controllable expense items and staffing efficiency to budget. Direct branch office operations in order to meet or exceed compliance and operational objectives. Coordinate business and community development activities.

Job Specific Responsibilities/Accountabilities:

Company and Business Unit Goals: Accountable to work together to help meet the budgeted targets for the company and business unit.

Advice & Guidance:

• Ability to demonstrate to the team good one on one skills to help customers build their wealth, perform financial planning light at a high level, and partner exceptionally well with internal investment partners to complete the customers’ financial plan
• Ensure staff is utilizing needs-based selling techniques, executed in line with the company philosophy to identify customer needs and appropriately match them with products and services that we offer.
• Reinforce company expectations that the offering of products or services is done with clear explanation of the product or service, and its benefit to the customer consistent with product terms and conditions.

Weekly Huddles:

• Run weekly 30-minute partner huddles effectively and proficiently
• Look for ways to recognize and engage team by celebrating success through branch meetings and weekly team 10-minute standup huddles.
• Maintain the branch scorecard for leading and lagging metrics; coaching to and discussing branch update messaging sent out regularly.
• Exhibit effective leadership and change management.

Floor Management Observations:

• Complete observations of employees and coach to the effective use of the company model for customer conversations.
• Provide consistent oversights to ensure all employees are delivering on the intended Customer Experience through effective floor management.
• Maintain a presence on the floor to ensure customers are being greeted, minimize customer wait times and shift branch staffing resources as necessary to complete customer needs.
• Effectively perform banker and teller duties as needed.

Salesforce proficiency in coaching:

• Hold team accountable to making timely and effective customer outreach calls utilized through Salesforce proficiency and coaching.
• Utilize training plan in Career development coaching with each person and demonstrate courage to address performance issues and guide employees to adopt a mutually beneficial plan of action.

Customer Satisfaction:

• Monitor In Moment survey results and respond to any issues.
• Coach to a customer satisfaction score of 90%.

Hiring Practices and Performance Accountability:

• Effectively utilize Banker and Teller Attributes in coaching and hiring.
• Ensure sales accountability: deliver the level of advice and guidance by the whole that will result in attaining sales goals for the team.
• Conduct effective one-on-one employee conversations on a regular basis providing coaching, feedback and performance actions.
• Performance Plans applied if an individual is not delivering sales, advice, and guidance at an acceptable level for the team to reach their goals;.

Operational Excellence:

• Manage controllable expense items to budget and minimize branch-initiated fee waivers
• Manage staffing efficiency to budgeted “Future State” FTE/Salary targets as set by Retail Director and Leadership given volumes in the Staffing Model.
• Ensure DocuSign adoption at 80% or greater for new accounts and 70% for maintenance.
• Minimize branch controllable fraud, DDA charge-offs and teller O/S losses as set by Leadership and Finance given run rates / budget targets.

Compliance:

• Ensure account opening criteria and transaction processing procedures are followed and appropriate risk decisions are made to protect our customers and the bank.
• Coach and manage team to provide digital signature cards at least 80% of the time. Ensure any hard-signed signature cards are scanned into system within 24 of opening/uploading new accounts.
• Monitor Deposit/Customer workflows, database and any other assigned error reports daily. Identify, coach, and address issues within 48 hours of notification and resolve outstanding issues within 30 days.
• Ensure branch cash and negotiable items are maintained per bank standards.
• Ensure all direct reports and teams meet these compliance requirements including adherence to Incentive Plan rules and take action to address employee performance issues.
• Branch to achieve a passing score for all On Site and Off-Site Assessments.
• Bring your Market Director into the loop via 2-3 sentence email when working with HR and employees on all Performance Plans and Terminations.

The Ideal Candidate for This Role:

Minimum Qualifications:

Required:

• Bachelor’s Degree or equivalent experience
• Demonstrated leadership ability and management skills
• Previous working experience in a retail sales environment
• Oral and written communication skills
• Desire to meet the financial needs of our customers and community
• Ability to problem solve

Desired:

• Previous Management Experience
• Previous Retail Banking experience
• Knowledge of bank products and services and branch functions

Registration Requirement:

This position requires S.A.F.E. Act registration with the Nationwide Mortgage Licensing System (NMLS). Qualification requirements include meeting applicable financial responsibility, character, credit fitness and criminal background standards. Successful candidates must meet ongoing regulatory requirements including acceptable background investigation and credit report results.