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Regional Retail Operations Manager

2 months ago

St Louis, Missouri, United States Midland States Bank Full time

Compensation Overview
At Midland States Bank, the base salary is just one part of our comprehensive Total Rewards program. The exact compensation package is influenced by various factors including education, skills, internal equity, and experience. This role also provides additional earnings through short-term incentives such as bonuses and/or commissions, and may include long-term incentives like stock awards. Benefits for this position encompass extensive healthcare options, well-being programs, paid family leave, and generous paid time off. Additional perks include banking benefits, an Employee Stock Purchase Plan, a 401K plan with company matching, and potential participation in our Non-Qualified Deferred Compensation plan. Please note that all incentives and benefits are subject to eligibility criteria.

Position Overview
This role is responsible for overseeing and managing Banking Center Managers and their teams to meet branch and district profit, growth, and customer service goals through the promotion of retail and business deposits, consumer and small business loans, and fee-based services, including but not limited to treasury management, merchant services, wealth management, and single-family mortgage loans.

As a key player at Midland States Bank, this position is vital in fostering and enhancing the effectiveness of staff to deliver optimal solutions to customers, ensuring an outstanding customer experience at every interaction. The expectations for this role include a continuous focus on developing teams that build strong and lasting relationships by engaging all customers positively, providing an experience characterized by undivided attention, clear and knowledgeable service, while prioritizing the customer's best interests.

Key Responsibilities

  • Collaborate with the Market President and Regional Market President to create and implement a profit strategy for each branch, setting performance objectives for retail staff.
  • Support the product development team by analyzing competitor offerings to inspire innovation in the development, modification, and sales of new and existing products and services.
  • Maintain effective communication within the district by dedicating at least 60% of time to branch visits.
  • Guide and mentor Banking Center Managers on all facets of successful business development, relationship management, and customer retention strategies. Continuously assist in training all employees to enhance product knowledge, sales skills, and service quality.
  • Encourage a sales-oriented culture and ensure staff receives appropriate training to effectively sell and cross-sell products and services tailored to individual customer needs.
  • Provide employees with timely, honest, and constructive performance feedback through regular check-ins, team meetings, and coaching sessions.
  • Develop employees to reach their full potential and offer challenging opportunities that promote career advancement. Build a strong talent pool to ensure adequate succession planning and recognize employees for their achievements.
  • Review and assess branch activity reports, including staffing, loan and deposit growth, overdrafts, charge-offs, and audits to achieve profit and performance targets.
  • Engage in local community organizations and activities, assisting branches with the planning and execution of bank-hosted community events.
  • Support Banking Center Managers in resolving personnel issues, collaborating with human resources to ensure resolutions align with established procedures and guidelines.
  • Ensure that bank policies and standard operating procedures are consistently applied by all Banking Center Managers.
  • This role may require occasional travel for training and team meetings, as well as willingness to travel to various locations within the market as necessary.
  • May involve working in a Midland office to facilitate collaboration and support for internal and external customers.
  • Ensure compliance with all relevant regulations, including but not limited to the Bank Secrecy Act (BSA).
  • Perform other duties as assigned.

Qualifications

Education and Experience:

  • Bachelor's Degree in a relevant field.
  • At least 7 years of experience in retail banking sales and customer service.
  • A minimum of 5 years in multi-branch retail sales management.
  • Strong organizational, time management, and problem-solving skills.
  • Ability to understand concepts and processes and to collaborate with and influence others.
  • Capable of independently handling most problems and exceptions.
  • Strong understanding of customer, product, and branch profitability.
  • Customer-focused individual with excellent interpersonal and communication skills.
  • This position requires registration with the National Mortgage Licensing System (NMLS) under the S.A.F.E. Act of 2008.

Physical Requirements:

  • Ability to stand for extended periods.
  • Capability to lift and transport coin and currency bags as necessary (bags may weigh between 25lbs and 50lbs).

Additional Desired Qualifications:

  • Multilingual candidates are encouraged to apply.

Core Competencies:

  • Business insight
  • Fosters innovation
  • Drives results
  • Makes informed decisions
  • Acts as a brand champion
  • Collaborates effectively
  • Communicates clearly
  • Focuses on customer needs
  • Demonstrates authenticity
  • Exhibits emotional intelligence
  • Commits to self-development
  • Shows flexibility and adaptability

At Midland States Bank, we believe that bringing our whole selves to work fosters happiness, comfort, confidence, and excitement to achieve great things for our customers, colleagues, and our organization. We are proud to be an Equal Opportunity and Affirmative Action employer. At Midland, we recruit, employ, train, compensate, and promote without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you are seeking a place to grow, we encourage you to consider Midland States Bank, as you belong here.

This job description does not constitute a contract for employment.