AVP Senior Branch Manager - North Street

Union Savings Bank•Danbury, CT

4d•Onsite

About The Position

The AVP Senior Branch Manager is responsible for achieving sales goals, while effectively and efficiently managing all aspects of a full service branch office that is complex or uniquely challenged. This role involves leading a team to meet sales objectives, ensuring excellent customer service, managing branch finances, mitigating risks, and developing high-performing staff.

Requirements

Achieve sales goals
Effectively and efficiently manage all aspects of a full service branch office
Achieve branch deposit, loan, investment, cross sell goals
Provide feedback and coaching to the team on sales & service results
Hold team members accountable for sales, service and operational excellence
Maintain a working knowledge of all USB products and services
Educate and reinforce USB products and services with staff
Keep current on products/services available from other business lines
Model USB sales & service process
Promote usage of all USB sales & service tools, job aids and playbooks
Conduct and manage business development effort within territory
Develop relationships with area businesses, Realtors and other professionals
Accompany commercial lenders and other business partners on business development calls
Refer sales opportunities to other departments or Bank affiliates
Source and facilitate Bank at Work opportunities
Promote and/or sell SBLI products (maintain license if applicable)
Mentor other branches
Participate in Branch Banking or Market level projects and task forces
Work on cross line of business initiatives
Coach team members to bring to life all aspects of the USB Customer Service Commitment Charter and the USB brand
Create a positive branch environment that is friendly and welcoming
Demonstrate a positive and upbeat attitude
Ensure staff's follows USB Quality Service Standards
Achieve positive “customer service shops” (95% or higher) and positive customer service surveys
Ensure successful retention of customers
Handle transactions accurately and efficiently
Serve as a resource to branch team members resolving customer service issues
Elevate to higher management level when appropriate
Respond to customer complaints/concerns within 2 business days
Resolve issues promptly
Set clear expectations for clients
Ensure follow-up is taking place
Maintain the highest levels of confidentiality and privacy of customer information
Participate in community service groups/activities
Promote and participate in lobby engagement
Prepare and oversee branch budget reports
Achieve branch revenue and profitability goals
Review profit center accounting reports
Minimize employee overtime
Maintain the safety and soundness of the branch
Review branch compliance reports and audit reports
Minimize and correct variances and exceptions
Monitor and manage branch RCI, teller difference activity, over drafts, charge offs and RIM
Comply with all S.A.F.E. Act regulations
Keep registration information up to date and status as active
Provide N.M.L.S. registration number to consumers upon request and in all written communications
Comply with all requirements of the Fair Lending regulations
Comply with UDAAP (Unfair, Deceptive Abusive Acts or Practices) regulations
Develop and retain high performing team members
Provide timely and meaningful coaching feedback
Motivate personnel and promote workplace enthusiasm
Provide opportunities for professional growth through education/training
Provide the tools/skills (cross train) necessary for employee growth at USB
Minimize employee turnover due to job dissatisfaction
Ensure all team members are dressed professionally
Efficiently manage staffing schedules
Manage HR processes for direct reports (performance/incentive/introductory period reviews, recruitment, career development, training, interviews, disciplinary/corrective actions, etc.)

Nice To Haves

Sales goals
Branch deposit, loan, investment, cross sell goals
Customer Service Commitment Charter
USB brand
Positive branch environment
Positive and upbeat attitude
USB Quality Service Standards
Customer service shops (95% or higher)
Customer service surveys
Customer retention
Transactions accurately and efficiently
Customer service issues
Satisfactory results
Higher management level
Customer complaints/concerns
Clear expectations for clients
Follow-up
Confidentiality and privacy of customer information
Community service groups/activities
Lobby engagement
Branch budget reports
Branch revenue and profitability goals
Profit center accounting reports
Employee overtime
Safety and soundness of the branch
Branch compliance reports and audit reports
Variances and exceptions
Branch RCI, teller difference activity, over drafts, charge offs and RIM
S.A.F.E. Act regulations
Registration information
N.M.L.S. registration number
Fair Lending regulations
UDAAP (Unfair, Deceptive Abusive Acts or Practices) regulations
High performing team members
Timely and meaningful coaching feedback
Workplace enthusiasm
Positive work environment
Professional growth through education/training
Tools/skills (cross train) necessary for employee growth at USB
Employee turnover due to job dissatisfaction
Professional dress
Quality customer experience
HR processes for direct reports

Responsibilities

Establish sales goals and objectives for branch coach team members to proficiency in all aspects of the USB sales & service process.
Demonstrate a sense of urgency with achieving branch deposit, loan, investment, cross sell goals through individual production and by providing feedback and coaching to the team on sales & service results.
Hold team members accountable for sales, service and operational excellence.
Maintain a working knowledge of all USB products and services sold directly in the branch and consistently educate and reinforce USB products and services with staff.
Keep current on products/services available from other business lines to aid in cross selling efforts.
Model USB sales & service process and promote usage of all USB sales & service tools, job aids and playbooks.
Conduct and manage business development effort within territory along with assigned BBO as directed by Sales Manager.
Develop relationships with area businesses, Realtors and other professionals.
Accompany commercial lenders and other business partners on business development calls.
Refer sales opportunities to other departments or Bank affiliates in support of established objectives.
Actively source and facilitate Bank at Work opportunities.
Promote and/or sell SBLI products (maintain license if applicable).
Mentor other branches in the attainment of sales, service or operational excellence.
Participates in Branch Banking or Market level projects and task forces.
Work on cross line of business initiatives.
Coach team members to bring to life all aspects of the USB Customer Service Commitment Charter and the USB brand.
Lead by example to create a positive branch environment that is friendly and welcoming.
Demonstrate a positive and upbeat attitude for your teams and clients on a daily basis.
Ensure staff's follows USB Quality Service Standards (adhere and ensure that employees follow the "it takes two to say no").
Responsible for the branches achieving positive “customer service shops” (95% or higher) and positive customer service surveys.
Accountable for successful retention of customers.
Handle transactions accurately and efficiently, respecting the customer’s time.
Serve as a resource to branch team members resolving customer service issues to ensure satisfactory results.
Elevate to higher management level when appropriate.
Respond to customer complaints/concerns within 2 business days and look to resolve issues promptly.
Set clear expectations for clients and ensure follow-up is taking place.
Maintain the highest levels of confidentiality and privacy of customer information.
Participate in community service groups/activities.
Promote and participate in lobby engagement.
Prepare and oversee branch budget reports.
Achieve branch revenue and profitability goals.
Review profit center accounting reports.
Minimize employee overtime.
Maintain the safety and soundness of the branch.
Review branch compliance reports and audit reports; minimize and correct variances and exceptions; (coordinate when necessary with the Training Dept. to provide support and training).
Monitor and manage branch RCI, teller difference activity, over drafts, charge offs and RIM.
Comply with all S.A.F.E. Act regulations including keeping registration information (including but not limited to name, home address and work address) up to date and status as active.
Provide N.M.L.S. registration number to consumers upon request and in all written communications in accordance with law, specifically on e-mail signatures and business cards.
Comply with all requirements of the Fair Lending regulations.
Comply with UDAAP (Unfair, Deceptive Abusive Acts or Practices) regulations.
Develop and retain high performing team members through leading, coaching and managing all aspects of sales, service.
Provide timely and meaningful coaching feedback.
Motivate personnel and promote workplace enthusiasm by providing a positive work environment; provide opportunities for professional growth through education/training; provide the tools/skills (cross train) necessary for employee growth at USB.
Minimize employee turnover due to job dissatisfaction.
Ensure all team members are dressed professionally.
Efficiently manage staffing schedules to ensure a quality customer experience.
Manage HR processes for direct reports (performance/incentive/introductory period reviews, recruitment, career development, training, interviews, disciplinary/corrective actions, etc.).