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117 - Eliot - Retail Banking Manager II
2 months ago
Kennebunk Savings is built on the principle that supporting one another is essential. Our Core Values—Trust, Integrity, Proactivity, and Empathy—serve as the guiding principles for our interactions and decision-making processes. These values are integral to our culture and define what it means to be a successful member of our team.
Position Overview:
The Branch Operations Manager is accountable for the comprehensive management of a high-traffic full-service branch or two lower-volume branches. This role encompasses oversight of operational functions, consumer lending, product sales, customer service, safety, and security, all aligned with the bank's strategic objectives. The manager will play a crucial role in achieving branch and bank goals through active engagement in sales management and community development initiatives. Additionally, this position requires effective leadership to coach, develop, and motivate staff across all levels.
Key Responsibilities:
- Team Leadership:
- Oversee and enhance the team's capabilities in sales and service through daily observations of customer interactions.
- Identify opportunities to elevate the customer experience while sharing best practices and problem-solving techniques with the team.
- Conduct regular coaching sessions and provide constructive feedback to foster staff development.
- Train team members to align with current branch objectives through foundational knowledge and ongoing communication.
- Inspire outstanding performance in each team member's role to achieve branch objectives.
- Business and Community Engagement:
- Lead business development efforts by building relationships with local business owners and community influencers to meet growth and retention targets.
- Actively participate in community organizations and initiatives in a leadership role.
- Collaborate with the Retail Experience Manager and other departments to meet bank production goals through joint business efforts and referrals.
- Customer Experience Management:
- Ensure a positive customer experience by overseeing the branch's professional environment, service standards, and customer interactions.
- Support initiatives aimed at simplifying and enhancing the customer journey.
- Address and resolve escalated customer issues promptly and effectively.
- Promote the Kennebunk Savings brand by advocating for our products and community commitment.
- Understand and adhere to organizational policies and procedures.
- Emphasize teamwork within the department and across the organization.
- Stay informed about company news and updates.
- Complete required training and policy reviews.
- Participate in various committees as needed.
- Be open to taking on additional tasks and responsibilities.
- Must be registered with the Nationwide Mortgage Licensing System (NMLS) and Registry.
- Exhibit a high level of trust and confidentiality.
- Proficient in Microsoft Office Suite.
- Strong written and verbal communication skills.
- Excellent organizational skills with the ability to manage multiple tasks effectively.
- Demonstrate attention to detail and accuracy.
- Utilize analytical skills to address both technical and non-technical challenges.
- Prior knowledge of banking regulations is preferred.
- Ability to adapt to changing circumstances.
- Minimum of 4 years in people management and/or financial services with proven business development, customer service, and sales skills.
- Experience in a fast-paced, service-oriented environment.
- High School Diploma or equivalent.
- Work environment is generally pleasant with minimal exposure to hazards.
- Requires dexterity to operate office equipment.
- Occasional lifting and moving of moderately heavy objects.