Job Summary: Responsible for managing the overall sales, service and operational performance of a branch location. Focuses on solidifying customer relationships through improved customer service.

Primary Duties and Responsibilities:

• Accountable for effective use of sales and sales management practices that result in the achievement of expected goals.
• Reports economic and competitive changes within the service area which could influence branch operations and growth and/or needs and attitudes of staff and community to Vice Presidents Retail Banking. Assists in the implementation of new products or programs to help provide better service to customers and stimulate new growth.
• Maximizes customer service through training, motivating and scheduling of employees. Plans and implements appropriate training programs and meetings for all personnel within the branch to ensure a high level of performance. Supports the customer relationship building process. Conducts regularly scheduled staff meetings.
• Manages all personnel within branch in areas of hiring, promotion, salary administration, disciplinary actions, career development, performance appraisals and terminations. Creates a positive attitude among all employees to attain high standards of customer service. Continues to build an environment that supports a team culture where there are clear goals, inclusion in decision making, constant communication, feedback and recognition.
• Controls cash, bank checks and other negotiable items. Supervises all internal control and operational requirements, including cash audits, correspondence, files and records. Establishes internal security procedures in accordance with directives set forth by Security Officer.
• Communicates changes to policy/procedure to branch personnel. Ensures compliance. Maintains control and regulatory compliance as measured by branch audit binder.
• Demonstrates skill in sales, sales management, coaching and problem solving.
• Tracks and monitors sales results of all Personal Bankers and Teller staff. Ensures the integrity and ethical reporting of the incentive plan.
• Resolves complex customer service issues.
• Actively engages in solicitation, acquisition and retention of customer accounts. Sets goals and implements plans. Develops Bank’s image in market area through contacts with business and civic leaders and associations for the purpose of acquiring new accounts and additions to existing accounts.
• Actively coaches staff on use of sales and service skills to ensure continuous improvement. Cultivates Teller referrals and converts to banker sales. Establishes specific measurable sales, customer service and productivity goals for branch personnel.
• Mentors the Assistant Branch Manager and Manager Trainee in all aspects of branch management necessary to facilitate a career path to a Branch Manager position.
• All other reasonable duties as assigned.

Recommended Qualifications:

• Proficient in Microsoft Office Suite;
• Excellent verbal and written communications skills;
• Extensive knowledge of bank products, policies, procedures and services that would normally be acquired with a minimum of five years of bank experience;
• Extensive knowledge of all operations, audit and compliance policies and procedures;
• Ability to function in a multi-task environment to include working as a Personal Banker or Teller as needed;
• At least three years of supervisory or management experience demonstrating ability to effectively lead and guide branch personnel;
• Ability to identify and evaluate issues and reach sound conclusions or decisions based on fact and in a proactive manner;
• Demonstrated skill in sales, sales management, coaching and problem solving.
• Extensive outside business development experience; and
• Bachelor’s degree preferred.