Assistant Vice President, Retail Branch Leader

2 weeks ago

Brockton, Massachusetts, United States Bluestone Bank Full time

The Branch Manager is accountable for overseeing all functions within the retail branch. This encompasses ensuring that all operational tasks align with banking standards and policies, as well as adhering to compliance and regulatory frameworks. In collaboration with Human Resources, the role involves interviewing, hiring, and addressing employee matters; supervising the physical security and operation of the branch; managing sensitive customer interactions to ensure resolution; promptly communicating any arising issues to relevant leadership members; and addressing customer exceptions within set guidelines. This position oversees multiple locations, specifically our Bridgewater Center & Scotland Blvd. branches.

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

  • Provide proactive leadership within the branch to guarantee a positive customer experience, which includes sales, service, and guidance that meets customer and bank expectations. Foster positive and trusting relationships with individual clients.
  • Through exemplary role modeling, leadership, and coaching, ensure that all branch personnel effectively promote and refer bank products and services. Provide coaching and training as necessary to optimize cross-selling and referral opportunities, ensuring that deposit and sales targets are met. Lead and engage in branch initiatives to promote and refer bank offerings.
  • To enhance branch and bank business, cross-sell bank-provided products and services, including trust, investments, mortgage, home equity loans, commercial loans, cash management, and remote deposit capture. Additionally, cross-sell third-party products and services, such as merchant services, payroll, and credit cards.
  • Maintain a comprehensive understanding of the full range of products and services offered, taking responsibility for staying updated and seeking assistance for further development needs. Introduce and explain new offerings to staff, providing recommendations and guidance to enhance branch team sales and customer service skills to support customer needs and meet growth objectives.
  • Lead, manage, and supervise branch staff on a daily basis, ensuring a professional image and serving as a role model for employees; making routine employment decisions, evaluating performance, and making salary recommendations; assigning tasks, providing training, and advising staff as needed; resolving staff issues in collaboration with Human Resources; preparing portions of an annual budget and operating within its constraints; ensuring a professional demeanor among all branch staff, including communication, appearance, and conduct.
  • Oversee all routine branch operations, including reviewing and approving service fees; conducting periodic audits of teller drawers, account openings, and file maintenance; managing vault, cash, and ATM machine balancing; preparing and presenting periodic volume and activity reports; overseeing safe deposit box operations; and other related tasks.
  • Monitor and manage expenditures to ensure the branch operates within budget, including staff overtime.
  • Originate, process, underwrite, and commit to small business and certain consumer loans, ensuring appropriate risk management to foster branch and bank growth.
  • Fulfill Community Reinvestment Act (CRA) responsibilities.
  • Establish and maintain effective working relationships with representatives from local community, civic, business, and professional organizations.
  • Communicate and maintain relationships with business customers and prospects through site visits and wellness calls.
  • Maintain a visible and active presence in the community through participation in community organizations, volunteering, and attending events.
  • Engage in planning and executing Retail division and specific projects.
  • Additional related responsibilities as assigned.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

While performing the duties of this position, the employee is regularly required to sit, talk, or hear, reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this role include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Affirmative Action/EEO Statement

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

  • Bachelor's Degree in business management or a related field, or an equivalent combination of education and experience in retail banking.
  • Three to five years of progressively responsible experience in retail banking leadership is required. Knowledge of banking industry regulations and comprehensive understanding of the retail banking sector, with a strong emphasis on customer service and sales for both consumers and businesses.
  • Proficient in word processing and spreadsheet applications, including Microsoft Office (Excel, PowerPoint, Word, and Outlook), with the ability to learn other software as needed. Capable of developing expertise with technologies utilized by retail division staff.
  • Strong customer service orientation, including understanding the audience, making effective recommendations for problem resolution, and demonstrating high enthusiasm and creativity.
  • Strong organizational and project management skills, with the ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment while maintaining attention to detail. Ability to work independently while performing assigned duties.
  • Effective oral, written, and presentation skills. Excellent verbal communication, technical writing, and presentation abilities, with the capacity to effectively interact with and convey information to individuals with varying levels of understanding on relevant topics.
  • Proven conflict management skills.
  • Demonstrated ability to effectively coach and mentor others.


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