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Branch Manager

2 months ago

Menlo Park, California, United States Vaco Full time

Job Summary

The Branch Manager is responsible for the administration and efficient daily operation of a full-service bank branch, including operations, client service, product sales, and security and safety in accordance with the Bank's objectives.

This position is expected to work in an office environment and requires excellent interpersonal, verbal, and written communication skills.

Key Responsibilities

  • Hires and develops quality staff to ensure proper skills and staffing levels to provide the highest level of customer service.
  • Regularly meets one-on-one with direct reports to determine team needs and career goals, documenting conversations for coaching opportunities.
  • Ensures all staff are trained in sales and service techniques.
  • Promotes core deposit growth through creation and management of in-branch sales promotions.
  • Monitors branch trends via daily review of the Vital View Dashboard to monitor deposit base, transaction counts, and cost of funds.
  • Investigates and follows up on significant changes in branch status of existing customers.
  • Ensures effective communication to staff regarding items communicated in Branch Manager meetings and any implementation of policy and procedure changes.
  • Quickly resolves issues of non-performance, including termination in accordance with client policies and procedures.
  • Conducts annual performance and compensation reviews for direct reports.
  • Maintains knowledge of security and safety policies and strictly adheres to established procedures.
  • Ensures branch staff is properly trained and made aware of any changes to the branch's plan and procedures.
  • Operational Activities
    • Communicates goals to staff regarding the overall profitability of the branch.
    • Implements cost controls, income generation, and branch marketing efforts.
    • Monitors expenses to ensure compliance with budget.
    • Partners with Branch Operations Officer/Branch Operations Specialist in the completion of monthly Certification packages.
    • Reviews for completeness prior to submission.
  • Ultimately accountable for branch performance on audits and compliance with established bank operating procedures and practices.
  • Ensures operational quality control based on published procedures and initiates corrective actions.
  • Ensures the branch is following established Bank policies, procedures, and state and federal regulations.
  • Participates and directs day-to-day operations for the branch.
  • Approves large deposits and withdrawals.
  • Reviews and approves daily reports according to published procedures.
  • Reviews NSF and overdraft reports for the branch and approves or declines such exceptions within established limits in the Transaction Approval Authority matrix.
  • Customer Service/Retention Activities
    • Enforces superior customer service through example.
    • Manages the branch mystery shops and provides coaching to accomplish the branch goal.
    • Creates a warm, welcoming, and friendly experience for all customers and employees.
    • Models exemplary customer service qualities, demonstrating a positive, can-do attitude and customer-first culture.
    • Actively manages client issues before they escalate to senior management.
    • Manages processes, solves, and answers complex business and consumer account transactions.
    • Works with staff to generate ways to pleasantly surprise customers, differentiating the bank from competitors.
    • Assists customers with account servicing needs and resolves difficult customer issues with diplomacy.
    • May function in any branch capacity and serves as a resource for complex account servicing needs.
  • Sales Leadership
    • Develops and executes sales strategies, relationship building, and community strategies that are aligned with the branch's goals.
    • Strategies include but are not limited to outbound/appointment calls, in-person meetings, business networking, and participation in branch and community events.
    • Researches branch market area to create and implement effective sales techniques that will generate additional new accounts and new deposits.
    • Develops and coaches branch team sales skills while ensuring high product knowledge.
    • Ensures branch team is actively profiling customers to understand their complete financial picture and to identify opportunities to deepen and grow relationships.
    • Implements tactical plans to actively call on new and prospective customers, exploring needs and cross-selling bank products and services.
    • Works closely with Area Manager and SVP Regional Sales Manager to partner in joint marketing plans and cross-selling efforts.
    • Refers small business credit opportunities and works with the loan department to facilitate the application process.
    • Coaches team to participate in initiating quality referrals.
  • Community Relations Activities
    • Promotes the Bank's CRA policies and programs.
    • Participates in various professional, civic, and community activities.
    • Forwards all related documents, comments, or requests to the CRA Officer as needed.
  • Supervisory Responsibilities
    • Expected to manage 2 or more branch employees.
    • Provides ongoing operational guidance, training, and development to all staff members.
    • Responsible for regularly assessing all staff member performance, addressing performance management situations, and completing Mid-year and/or Annual Evaluations.
    • Actively assists in managing employee schedules and confirming accurate timecards.
  • Qualifications
    • Proven sales ability and documented branch growth.
    • Minimum of 7 years in a branch environment.
    • Minimum of 5 years branch management experience.
    • Minimum of 3 years management of complex business and consumer accounts.
    • Excellent interpersonal, verbal, and written communication skills.
    • Leadership and experience in teamwork (or team building) and customer service.
    • Experience in hiring, training, coaching, and performance management of employees.
    • Active involvement in business-related local community organizations (i.e., Rotary, Chamber of Commerce, etc.).
    • Notary Public preferred.
    • Must be proficient using Word, Excel, and Outlook applications and banking programs.
    • Requires the ability to work flexible hours in some cases beyond scheduled hours.
    • Current California driver's license and a vehicle with appropriate insurance coverage to drive in the course of performing assigned duties and responsibilities.