Assistant Manager (Level 3)

FIRST FIDELITY BANK•Norman, OK

27d•Onsite

About The Position

At First Fidelity Bank, people matter, including our customers, our communities, and especially our employees. In our Retail Banking teams, employees serve as trusted financial partners for the clients and neighborhoods we serve. We are looking for service-minded individuals who enjoy building relationships, helping clients achieve their financial goals, and being a positive presence in their community. Our retail team members are essential to our success, and we support their growth through training, development, and opportunities to advance. One of our core values is providing a caring place to work where people enjoy coming to work, build lasting relationships, and feel proud of the difference they make every day. SUMMARY Under the direction and supervision of the Branch Manager or Regional Manager, provides supervisory leadership to the branch while exemplifying the Bank’s Mission, Core Values and Golden Rules of Service. Keeps Branch Manager/Regional Manager informed at all times. Assists the Branch Manager/Regional Manager with overseeing the sales and client service activities within the branch. Involved in the direct supervision of Teller and Personal Bankers, including coaching, motivating, counseling, scheduling, training, coordinating job duties, approving transactions, and assisting with questions or problems. Provides effective leadership, mentoring and supervision to staff in order to maximize optimum sales/service performance, while providing motivation to inspire continuous improvement of individual and team performance. The Assistant Manager will support clients in achieving their financial goals by resolving client issues, engaging them to understand their financial needs, identifying thoughtful solutions, and providing extraordinary delivery of products and services. In some locations, serves as the resource where elevated client issues are researched and resolved. Requires thorough knowledge and familiarity of the various accounts and products provided by the Bank.

Requirements

Must have at least 18 months of prior experience in customer service and retail sales, demonstrating ability to manage and balance cash transactions.
High school degree or equivalent required.
Goal-oriented with a strong work ethic and high integrity.
Motivated to learn and assume greater responsibilities.
Must possess a teachable spirit that is flexible and open to direct coaching and feedback.
Exhibits a strong drive toward continuous self-development and learning.
Excellent client-service and employee relations skills, displaying a friendly, outgoing, assertive, confident, and enthusiastic personality.
Ability to interact positively with unsatisfied customers and resolve complex problems.
Excellent supervisory skills, with proven ability to coach, mentor and motivate employees and handle sensitive employee concerns in a positive and effective manner.
Strong sales aptitude and business development skills to Regional the Bank, identify banking opportunities, and if necessary, refer prospective and existing clients to the appropriate Bank colleague.
Exceptional interpersonal and communication skills with the ability to effectively build relationships with a diverse group of people.
Must be able to interface at all levels of the organization, build collaborative relationships across departments and teams, and display confidence when speaking with employees as well as internal and external customers.
Demonstrate the ability to communicate effectively and professionally both internally and to external clients through written communication and e-mails.
Evaluate colleague’s performance on a consistent basis, providing positive, interactive coaching as needed.
Prepares formal written evaluations with specific action plans to address performance deficiencies as required.
Assists with performance planning and coaching, which may include disciplinary warnings.
Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.
Excellent time management and established organizational skills leading to high accuracy rates in all areas.
Must be able to effectively multi-task and prioritize.
Proficient computer and technical skills, including the ability to use bank software products and branch capture equipment.
Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
Knowledge and understanding of retail compliance controls, risk management, and loss prevention.

Nice To Haves

Previous banking experience preferred.
Previous supervisory experience preferred.
An equivalent combination of education and experience can be substituted for stated qualifications.
College degree preferred.

Responsibilities

Assists with managing the day-to-day operations at the branch, including answering questions and researching and resolving complex problems.
Utilizes knowledge and experience in exercising discretion and independent judgment to facilitate complex transactions and resolve client relation problems.
Keeps Branch Manager informed of all problems and resolutions.
Actively seeks possible alternative solutions and is ready to make recommendations to the Branch Manager or Regional Manager when issues arise.
Exemplifies, by leading by example, and holds staff accountable for meeting or exceeding the Bank’s Mission, Vision, Core Values, and Golden Rules of Service.
Solidifies a culture that exceeds expectations.
Demonstrates a servant-style leadership that is selfless and compassionate.
Creates a caring place to work that attracts, grows and retains the right people.
Must be fun, positive and engaging while providing direction and fostering personal accountability.
Ensures all Tellers and Personal Bankers have knowledge and a clear understanding of their job responsibilities; Bank products, services, policies and procedures; and regulatory banking requirements.
Clearly communicates performance expectations to direct reports.
In partnership with the Branch Manager or Regional Manager, sets individual and team goals, conducts regular one-on-one and team meetings, provides on-going performance coaching, and promotes an environment where direct reports feel comfortable sharing opinions and providing regular feedback.
Provides encouragement, motivation and empowerment to achieve or exceed goals.
Inspires and leads team members to reach their full potential.
Coaches individuals on performance expectations; goal attainment; how to resolve problems and overcome obstacles; professionalism; client service; effective communication; teamwork; and the FFB sales method.
Ensures colleagues understand how their actions have a direct impact on client satisfaction and the Bank’s financial growth.
Supervisory responsibilities include interviewing, hiring, and coaching new team members, as well as scheduling, monitoring/approving timesheets, managing attendance and overtime, promoting career development, and conducting performance evaluations.
Supports the Branch Manager or Regional Manager in maintaining the aesthetic appeal and effectiveness of the branch property and facilities.
Enhances the client experience and the reputation of the Bank by warmly and sincerely greeting and engaging clients and providing superior client service.
Actively participates in the Bank’s sales development program including direct generation of sales leads.
Ensures the entire team at the branch creates a memorable client experience by proactively building, maintaining, and growing relationships through various communication channels.
Coaches, mentors and holds staff accountable to provide a superior level of service by identifying clients’ needs and recognizing and acting upon opportunities to offer Bank products and services.
Role models and coaches staff to engage in professionally curious conversations with prospective and existing clients in order to uncover service opportunities.
Mentors and encourages staff to ask questions to understand what is important to the client and how the Bank can help meet the client’s financial needs.
Uses a consultative approach while tailoring recommendations and solutions.
Works to bring the client’s expectations in line with the Bank’s capabilities in order to achieve the client’s desired outcome.
In every interaction, looks for ways to say “yes” to the client, adapting, as needed, to meet the ever-changing needs of our clients and the communities where we do business.
Develops strong relationships with other colleagues at the Bank in order to introduce clients to specialists who can assist with specific financial needs.
Keeps the Branch Manager or Regional Manager informed of direct reports’ performance, progress toward goal attainment, and issues and concerns.
Participates in Retail and Bank-wide meetings and ensures important information is communicated to staff.
Exemplifies high standards in terms of work ethic, attendance, compliance with banking regulations, and following policies and procedures.
As needed, assists with Teller Transactions and opens new accounts.
Ensure branch is adequately stocked with office supplies
Ensure proof corrections are cleared daily
Performs other relevant duties as assigned.