Branch Service Manager

Description

JOB SUMMARY

Provide AMAZING customer experience to all branch clients, assisting them with new account requests, account servicing and transactional needs. The Branch Service Manager, with the operational guidance of the SVP/Director of Operations and FVP/Regional Branch Service Manager, owns the operations and customer service quality within the branch and works directly with the Commercial Banking team members assigned to their branch, to implement and manage the on-going Sales and Customer Service Initiatives. The Branch Service Manager maintains accountability for the daily branch functions, ensuring that all staff members adhere to established policies and procedures within the branch location, and is responsible for providing ongoing development and training for their branch banking team.

ESSENTIAL DUTIES & RESPONSIBILITIES

Responsible for Overall Operational Efficiency of the Branch

· Maintain current knowledge of all federal and state laws and regulations, along with the Bank’s policies and procedures.

· Avoid harm to consumers with any act that could be misleading, unfair, deceptive, or abusive in act or practice.

· Provide complete oversight of the new account process to ensure proper risk mitigation.

· Ensure appropriate operating policies and procedures are in place and executed.

· Engage in collaborative discussions with team members from all bank departments to support the bank’s performance metrics.

· Ensure optimum productivity and accuracy by branch employees regarding client transactions.

· Ensure expedient error resolution.

· Ensure that all security procedures are executed, and alarm and surveillance equipment are maintained in working order.

· Ensure the completion of the Branch Certification Package.

· Provide input regarding the maintenance and improvement of systems and procedures.

Manages the Overall Training and Development of Staff 

· Resolve personnel and client problems within established procedures and guidelines, when necessary.

· Keep branch staff advised of changes in policies and procedures in a timely manner.

· Ensure effective networking of branch employees with support departments.

· Evaluate performance, recommend salary increases and promotions, and provide counseling and guidance for branch staff.

· Schedule branch staff for bank-offered training programs.

· Conduct in-branch team training and one-on-one training on a variety of topics (e.g., product and service sales, referrals, service excellence, operations, compliance, security).

· Ensure effective written and verbal communication exists.

Responsible for Client Relationship Enhancement Efforts

· Maintain comprehensive knowledge of the bank’s products and services and ensure that branch staff is similarly trained and focused on appropriate cross-selling and referrals.

· Maintain an awareness of the branch’s profitability and progress towards business goals and participate in community networking events in support of branch growth.

· Responsible for the retention and expansion of existing business relationships, and the identification of new business opportunities.

· Develop, train, and coach branch staff to be client relationship driven to ensure success in meeting referral goals.

· Provide and implement creative ideas for improving the branch and bank.

· As appropriate, manage larger branch, with more complex transactions, deposit mix and a higher business deposit mix and cash management services.

Is a Creative Problem Solver

· Resolve client complaints and error resolution in a timely manner.

· Provide branch staff training to diminish the possibility of additional occurrences of errors.

· Ensure problem resolution appropriately balances customer service and risk management.

Exhibits Superior Time Management Skills

· Set goals and work strategically.

· Delegate when appropriate, and exercise effective follow-up.

· Meet deadlines.

· Manage workload in a productive manner.

BANK SECRECY ACT REQUIREMENTS

Responsible for adhering to the reporting and recordkeeping requirements of the Bank Secrecy Act and Anti-Money Laundering rules and regulations, observing economic sanctions by prohibiting transactions as specified by the Office of Foreign Asset Control (OFAC), following the bank’s customer identification program (CIP) rules, observing all Bank policies and procedures relating to BSA, OFAC, CIP, and related acts, and participation in ongoing related training.

Requirements

REQUIRED SKILLS AND ABILITIES

· Possess strong leadership qualities .

· Strong written and verbal communications skills.

· Support employee engagement, with the ability to motivate employees.

· Ability to work in a collaborative environment, but also be independent and self-sufficient. 

· Possesses strong customer service skills and is goal oriented. 

· Computer skills to include use of Microsoft Office products and other programs as required.

· Excellent written and verbal communication skills, attention to detail and follow-through.

Education/ Licenses/ Work Experience 

· Five to seven years of branch management experience.

· Five to seven years of branch banking experience.

· Strong knowledge of banking operations and general practices.

Work Environment 

• Standard office environment with a moderate noise level.

Physical Demands

The work environment characteristics and physical requirements described here are representative of those which an employee in this position encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

· Prolonged periods sitting at a desk and working on a computer.

· Remain in a stationary position for sustained periods of time.

· Occasionally move about inside the office to access filing cabinets and/or other office machinery.

· Occasionally required to raise objects up to 25 pounds from a lower to a higher position, move objects horizontally from position to position with, and/or bend body downward and forward, and/or extend hands and/or arms in any direction to access files and/or other office machinery. 

· Consistent use of a computer and/or other office machinery is required, such as a keyboard, calculator, copy machine, scan machine, and/or computer printer. 

· Making substantial and repetitive movements (motions) of the wrists, hands, and/or fingers.

· Close visual acuity is required to perform activities including, but not limited to, preparing and analyzing data and figures, transcribing, viewing a computer terminal, and/or extensive reading.

· Regularly required to communicate verbally with employees, clients, and vendors.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.

Pay Range: $74,880 to $93,600 annually. Pay range may vary based on skills, experience, and location.

Salary : $74,880 - $93,600