Retail Market Manager

RETAIL MARKET MANAGER 

The Retail Market Manager reports to the Retail Leader. The Market Manager is responsible for all aspects of the banking centers within a geographical market. This includes consumer loan and deposit growth, overall sales and service performance, leadership, and coaching of employees. The Market Manager is responsible for leading and supporting a variety of business development activities within the market focusing on key behaviors that drive deposit and loan growth. The Market Manager oversees all sales activities in the market by driving, supporting, and achieving monthly sales goals. The Market Manager regularly communicates market performance and priorities with all team members. The Market Manager will develop, implement, and manage a detailed business plan (Market Plan for Winning) and drive the banking center manager's involvement in team sales events and community involvement efforts. The Market Manager will ensure a positive management environment is created within the market so that banking center team members can maximize their sales, service, and operational contributions. 

Summary of Position 
Drives the profitable growth of a defined geographical area "the market." Provides strong leadership to drive results for the strategic and tactical goals assigned for both deposit and consumer loan growth. Leads a consistent customer service experience to ensure delivery of superior quality service for customers. 

Essential Functions 

• Leads and manages designated banking centers to ensure the development and implementation of strategies that ensure profitable growth in key strategic areas.
• Fulfills business banking call expectations for customer retention, expansion, and acquisition.
• Supervises staff in the banking centers within their market area.
• Actively participates and is engaged in civic activities that ensure the bank is viewed as a community leader.
• Partners with other lines of business within the bank to drive referral activity within the banking centers generate new business and deepen customer relationships.
• Works with Retail Leader and Marketing to implement marketing initiatives to drive traffic into the market.
• Networks actively with the most influential and progressive members of the community to build a pipeline for quality growth.
• Maximizes sales productivity and improves employee capability through coaching and mentoring. Holds team members accountable for results.
• Leads a consistent customer service experience by inspecting that customer service standards are being adhered to by all banking center employees.
• Holds teams accountable for providing excellent customer service. Leads by example to maximize customer satisfaction.
• Leads and manages conversion of service requests to sales.
• Leads sales through consistent profiling, cross-selling, and follow-up activities.
• Promotes customer referrals between banking center employees and partners.
• Holds banking center teams accountable for compliance with regulations, policies, and procedures.

MEASURED BY: 

Operational Excellence 
Holds banking centers accountable for compliance with regulations, policies and procedures. Oversees compliance with banking center operating procedures for team members. Holds banking centers accountable to adhering to cash control and banking center cash control and audit procedures.

• Overall banking center operational performance
• Online Learning/Training
• Banking center audit
• Adherence to cash control and retail bank policy and procedures

Retail Experience 
Builds a banking center team that is easy for customers to do business with. Holds team accountable to providing excellent customer service and adhering to State Bank customer service standards. Leads by example to maximize customer satisfaction. Makes discretionary decisions to maximize customer satisfaction. Promotes State Bank 100% of the time. Encourages customers to bring others to State Bank. 

• Observations of customer interactions
• Employee and Customer feedback during customer service surveys
• Overall banking center customer survey results

Banking Center Growth 
Connects with business partners to generate new business and deepen customer relationships. Is involved in the community to network and create a pipeline of new business for the designated market. Works with Retail Leader and Marketing to implement marketing initiatives to drive traffic into the banking centers. Promotes a full understanding of the value of State Bank products and services. Leads by example with new accounts process. Connects customers in the banking centers; consistently looks for new business opportunities. Prospects for new customers and expands relationships with current customers. Identifies opportunities and refers prospects to Compass Investments, Mortgage, Treasury and Commercial Banking. Understands and applies State Bank loan policy and procedures. 

• Overall designated market consumer loan and core deposit growth as % to goal
• Overall designated market sales performance as % to goal
• Individual loan production as % to goal
• Individual referrals
• Sales activities as reported on weekly tracking
• Adherence to Market Plan for Winning