Customer-Centric Branch Manager

6 days ago

Bethesda, Maryland, United States Citizens Financial Group Full time
About the Role

We are seeking a highly skilled and experienced Branch Manager to lead our team and drive sales growth and customer experience. As a Branch Manager, you will be responsible for creating and maintaining a strong customer-centric culture, mentoring and managing branch colleagues, and delivering product/service 'value' and differentiating solutions that address clearly understood customer needs.

Key Responsibilities
  • Drive branch performance, sales growth, and colleague and customer experience through inspirational leadership and highly collaborative partnerships.
  • Create and maintain a strong customer-centric culture and be the primary mentor and manager to branch colleagues.
  • Deliver product/service 'value' and differentiating solutions that address clearly understood customer needs.
  • Build a diverse talent pipeline and develop colleagues to ensure their capabilities keep pace with future business needs.
  • Put performance development as priority, emphasizing the importance of continuous learning and implementing coaching plans to assist colleagues in achieving personal/branch goals.
  • Clearly communicate messages to colleagues and translate business priorities in a way that colleagues embrace and are able to execute.
  • Lead, manage, and direct all colleague and sales activities to ensure P&L targets are met and exceeded.
Requirements
  • Associate's or Bachelor's degree preferred.
  • High School Diploma or equivalent required.
  • Leadership experience, with proven ability to coach and develop to drive sales excellence, ensure the delivery of world class customer service, and operational integrity in a high-volume branch environment.
  • 4 years sales management experience in Retail or Branch Banking environment.
  • Successful record of managing objectives in meeting sales goals, deadlines and branch goals in a profit and loss environment.
  • Drive an exceptional customer experience validated through customer satisfaction surveys.
  • Maintain strong partnerships with community & civic organizations.
  • Adaptability, flexibility and ability to work branch hours, including some weekends and evenings.
  • Successful candidate must meet and comply with all requirements set forth in the SAFE Act, including, but not limited to successful completion of the required background checks and obtaining an unique identifier from the NMLS.
Preferred Skills/Experience
  • Experience managing a branch with an FTE count up to: Tier I - 8 or more preferred; Tier II up to 7 or more; Tier III up to 7 or less; Tier 4 up to 6 or less.
  • For Multi-Site locations qualified candidate will be skilled in remote or multi-unit management.
  • For an Evergreen position your assigned location will be determined within 90 days and could be in an In-Store or Traditional branch.
Success Factors
  • Holding others accountable.
  • Coaching.
  • Inspiring.
  • Team Leadership.
  • Customer service.
  • Risk acumen.
  • Business partnering.
  • Problem solving.
  • Retail banking.
  • Talent sourcing & assessment.
Work Schedule
  • Hours per Week: 40.
  • Work Schedule: Varies with branch needs and may include weekends and evenings.

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