Regional Retail Operations Manager

4 weeks ago

San Francisco, United States Midland States Bank Full time

Compensation Overview
At Midland States Bank, the base salary is just one aspect of our comprehensive Total Rewards program. The specific compensation package is influenced by various factors, including education, skills, internal equity, and experience. This role also provides opportunities for additional earnings through short-term incentives (such as bonuses and/or commissions) and may include long-term incentives (like stock awards). Benefits associated with this position encompass extensive healthcare options, wellness programs, paid family leave, and generous paid time off. Our Total Rewards also feature 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 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 profitability, 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 pivotal figure at Midland States Bank, this position is essential in fostering and enhancing the team's capability to deliver optimal solutions to customers, ensuring an outstanding customer experience at every interaction. The expectations for this role necessitate a continuous commitment to developing teams that cultivate strong and enduring relationships by engaging all customers positively and providing an experience characterized by focused attention, clear and knowledgeable service, while prioritizing the customer's best interests.

Key Responsibilities

  • Collaborate with the Market President and Regional Market President to formulate and implement a profit strategy for each branch, setting performance objectives for retail staff.
  • Support the product development team by analyzing competitors' 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.
  • Mentor and develop Banking Center Managers on effective business development, relationship management, and customer retention strategies. Continuously assist in training all staff to enhance product knowledge, sales skills, and service quality.
  • Encourage a sales-oriented culture and ensure staff receive appropriate training to 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.
  • Focus on developing employees to their fullest potential, offering challenging opportunities that promote career advancement. Build a strong talent pool to ensure effective succession planning and recognize employees for their achievements.
  • Review and assess branch performance reports, including staffing, loan and deposit growth, overdrafts, charge-offs, and audits to achieve profit and performance targets.
  • Engage in local community organizations and initiatives. Assist branches in planning, preparing, and executing bank-hosted community events.
  • Support Banking Center Managers in addressing personnel issues, collaborating with human resources to ensure resolutions align with established procedures and guidelines.
  • Ensure consistent application of bank policies and standard operating procedures by all Banking Center Managers.
  • This role may require occasional travel for training and team meetings, as well as periodic travel to various locations within the market as necessary.
  • May necessitate working in a Midland office to ensure collaboration and support for both internal and external customers.
  • Adhere to all applicable 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.
  • A minimum of 7 years of experience in retail banking sales and customer service.
  • At least 5 years of experience in multi-branch retail sales management.
  • Strong organizational, time management, and problem-solving abilities.
  • Capability to understand concepts and processes and to collaborate with and influence others.
  • Able to independently manage most problems and exceptions.
  • Solid understanding of customer, product, and branch profitability.
  • Customer-oriented individual with strong 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.
  • Capacity to lift and transport coin and currency bags as necessary (weighing 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 ambassador
  • 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 each day enhances our happiness, comfort, confidence, and enthusiasm in serving our customers, colleagues, and company. We take pride in being 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 welcome your application at Midland States Bank, where you belong.

This job description does not constitute a contract for employment.

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