What are the responsibilities and job description for the Office Manager position at Marthas Vineyard Bank?
- Demonstrate skills and behaviors necessary to achieve growth of deposit solutions, referrals to business partners and sharing successes to build customer relationships.
- Lead a team of retail banking professionals to meet and exceed office goals by building and nurturing customer relationships.
- Provide strong leadership and direction to office retail bankers. Foster a positive work environment and promote teamwork and collaboration.
- Supervise and motivate retail bankers to ensure high productivity, accuracy, and excellent customer service. Provide training and development opportunities.
- Provide career path development guidance to employees, identifying employees potential and promoting their growth to retain quality office staff.
- Promote and sustain deposit, loan, and investment management growth within the assigned office. Develop and implement strategies to achieve assigned office goals and collaborate with other departments.
- Ensure the customer receives prompt, courteous, and efficient service. Resolve customer inquiries and complaints in a timely and satisfactory manner.
- Represent Bank to customers and the community to deepen and expand customer relationships. Promote positive Bank image through community involvement, networking and attending community-based events.
- Plan, organize and delegate work to assure a smooth delivery of service to Bank customers.
- Coach other office supervisors to handle personnel challenges in their absence.
- Assist retail bankers with complex customer transactions, balance daily settlements and meeting customer needs.
- Have capabilities to proficiently handle any duties delegated to retail banker.
- Continually improve office performance, operational excellence, and employee proficiency.
- Ensure compliance with all applicable banking regulations, bank policies and procedures. Implement measures to mitigate operational risk and maintain safe and secure banking environment.
- Monitor customer overdraft activities, ensuring compliance with all bank policies and regulations; resolve complex operational problems.
- Maintain security controls (including, but not limited to cash levels, computer access and physical premises) and ensure proper office security procedures are followed.
- Ensure office maintenance and custodial services are performed and recommend changes to buildings, grounds, and equipment as necessary. Note: When other departments are in the same building the office manager and the most senior employee of that department work together to ensure that the physical plant and equipment are maintained.
- Responsible for scheduling of retail bankers to always ensure appropriate levels of staffing.
- Communicate effectively with staff by setting clear, comprehensive expectations.
- May play a role in recruiting staff for office network.
- Conduct annual performance reviews for office retail bankers.
- Lead by example to instill a culture of professionalism and exemplary customer engagement among retail bankers. Demonstrate a commitment to customers by thoroughly assessing their needs, understanding their concerns, and guiding them through tailored solutions.
Position Qualifications
- Bachelors Degree or equivalent training and experience.
- Minimum 5 years office experience.
- Proficient knowledge and experience in all office functions.
- Ability to coach a team to service excellence. Knowledge of related state and federal banking compliance regulations.
- Excellent organizational, leadership and interpersonal skills. Proficient computer knowledge & ability (Windows, Word, Excel).
- Excellent knowledge of current Bank policies and procedures.
- Exceptional verbal and written communication skills, with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, and speak clearly to customers and employees.
- Ability to work with no supervision while performing duties.
- Additional responsibilities: required to be Notary Public, Medallion Guarantor, signature guarantor.
Physical & Environmental Aspects
- Must be able to stand or sit for long periods of time.
- Must be able to list or carry 10 pound bags of coin.
- Work is normally performed in an office environment.
- May operate office equipment necessary to perform job function.
Management Responsibility
Job Positions immediately supervised:
- Retail Banker 1
- Retail Banker 2
- Retail Banker 3
- Retail Banker 4
- Retail Banker 5
- Seasonal Retail Banker
