Branch Manager

2 weeks ago

San Diego, United States Poppy Bank Full time

Description:
The Branch Manager is responsible for the administration and efficient daily operation of a full-service bank branch including operations, client service, product sales, and security and safety in accordance with the Bank's objectives. This position is expected to work in office.

Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

**Essential Duties and Responsibilities include the following**:
**Management Activities**
- Hires and develops quality staff ensuring proper skills and staffing levels to ensure the highest level of customer service
- Regularly (at a minimum monthly) meets one-on-one with each direct report to determine team needs and career goals. Conversations should be documented for coaching opportunities
- Ultimately responsible for ensuring that all staff are trained in sales and service techniques
- Promotes core deposit growth through creation and management of in branch sales promotions
- Monitors branch trends via daily review of the Vital View Dashboard to monitor deposit base, transaction counts, cost of funds; ensures the staff is aware of the branch progress via staff meetings white boards, etc. Also investigates and follows up on significant changes in branch status of existing customers. Informs the VP Area Manager of potential issues
- Ensures effective communication to staff regarding items communicated in Branch Manager meetings and any implementation of policy and procedure changes as approved by Senior Management; also, schedules and conducts any necessary training for staff to ensure all staff members are aware of changes
- Quickly resolves issues of non-performance including termination in accordance with Poppy Bank policies and procedures
- Conducts annual performance and compensation reviews for direct reports
- Maintains knowledge of security and safety policies and strictly adheres to established procedures; and ensures branch staff is properly trained and made aware of any changes to the branch’s plan and procedures

**Operational Activities**
- Communicates goals to staff regarding the overall profitability of the branch; implements costs controls, income generation, and branch marketing efforts; monitors expenses to ensure compliance with budget. Partner with Branch Operations Officer/Branch Operations Specialist in the completion of monthly Certification packages, and review for completeness prior to submission
- Ultimately accountable for branch performance on audits and compliance with established bank operating procedures and practices
- Ensures operational quality control based on published procedures and initiates corrective actions; ensures that the branch is following established Bank policies, procedures and state and federal regulations
- Participates and directs day to day operations for the branch; approves large deposits and withdrawals; reviews and approves daily reports according to published procedures
- Reviews NSF and overdraft reports for the branch and approves or declines such exceptions within established limits in the Transaction Approval Authority matrix

**Customer Service/Retention Activities**
- Enforces superior customer service through example along with periodic meetings and presentations on this topic. Manages the branch mystery shops and provides coaching to accomplish the branch goal
- Creates a warm, welcoming, and friendly experience for all customers and employees. Models’ exemplary customer service qualities demonstrating a positive, can-do attitude and customer first culture
- Actively manages client issues before they escalate to senior management. Manages processes, solves, and answers complex business and consumer account transactions, i.e., is proactive
- Works with staff to generate ways to pleasantly surprise customers, differentiating the bank from competitors
- Assists customers with account servicing needs and resolves difficult customer issues with diplomacy
- May function in any branch capacity and serves as a resource for complex account servicing needs

**Sales Leadership**
- Develop and execute sales strategies, relationship building and community strategies that are aligned with the branch’s goals. Strategies include but are not limited to outbound/appointment calls, in person meetings, business networking and participation in branch and community events
- Research branch market area to create and implement effective sales techniques which will generate additional new accounts and new deposits
- Develop and coach branch team sales skills while ensuring high product knowledge
- Ensure branch team is actively profiling customers to understand their complete financial picture and to identify opportunities to deepen and grow relationships
- Implement tactical plans to actively call on new and prospective customers, exploring needs and cross-selling bank products and services
- Work closely with Area Manager and SVP Regional S

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