Location
Menlo Park, CA | United States
Job description
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 office.
Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations. Essential Duties and Responsibilities include the following: Management ActivitiesHires and develops quality staff ensuring proper skills and staffing levels to ensure the highest level of customer service
Regularly (at a minimum monthly) meets one-on-one with each direct report to determine team needs and career goals. Conversations should be documented for coaching opportunities
Ultimately responsible for ensuring that 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, cost of funds; ensures the staff is aware of the branch progress via staff meetings white boards, etc. Also investigates and follows up on significant changes in branch status of existing customers. Informs the VP Area Manager of potential issues
Ensures effective communication to staff regarding items communicated in Branch Manager meetings and any implementation of policy and procedure changes as approved by Senior Management; also, schedules and conducts any necessary training for staff to ensure all staff members are aware of changes
Quickly resolves issues of non-performance including termination in accordance with client’s 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; and 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 costs controls, income generation, and branch marketing efforts; monitors expenses to ensure compliance with budget. Partner with Branch Operations Officer/Branch Operations Specialist in the completion of monthly Certification packages, and review 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 that 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 along with periodic meetings and presentations on this topic. 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, i.e., is proactive
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
Develop and execute 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
Research branch market area to create and implement effective sales techniques which will generate additional new accounts and new deposits
Develop and coach branch team sales skills while ensuring high product knowledge
Ensure branch team is actively profiling customers to understand their complete financial picture and to identify opportunities to deepen and grow relationships
Implement tactical plans to actively call on new and prospective customers, exploring needs and cross-selling bank products and services
Work closely with Area Manager and SVP Regional Sales Manager to partner in joint marketing plans and cross-selling efforts
Refer small business credit opportunities and work with the loan department to facilitate 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; as needed, forwards all related documents, comments, or requests to the CRA Officer
Supervisory Responsibilities
Expected to manage 2 or more branch employees
Provide 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 assist 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
Job tags
Salary
$70k - $101k
