Bank Manager I

BMO • Joliet, IL

10d • $75,000 - $160,000

About The Position

The Bank Manager I guides, directs, and coaches branch employees to deliver exceptional service to BMO customers and prospects. The manager understands customer needs and advises on products and strategies that support customers’ financial objectives, while identifying referrals to other business groups. The role supports branch sales and customer-service activities to meet customer-experience and profitability goals in compliance with legal and regulatory requirements and bank policies.

The manager develops and executes the branch business plan, leads business development and sales initiatives, builds community relationships, and works with internal stakeholders to acquire and retain customers and expand share of wallet. The role oversees team performance, employee development, branch operations, customer issue resolution, service standards, program implementation, and operating expenses. It also requires maintaining current industry knowledge, protecting confidential information, reporting suspected money-laundering activity, and applying BMO’s risk framework.

In the United States, this position acts as an originator of consumer loans under applicable regulations and requires federal registration with the Nationwide Mortgage Licensing System and Registry. A criminal background review and credit history evaluation are required, along with restrictions on performing in a real estate agent capacity.

Requirements

• Typically 5–7 years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.
• Previous supervisory or management experience.
• In-depth knowledge of retail banking products and services.
• In-depth knowledge of the competitive marketplace and trends in product offerings.
• In-depth knowledge of branch operational processes and policies.
• In-depth knowledge of branch technologies, processes, and performance metrics.
• In-depth knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• In-depth verbal and written communication skills.
• In-depth collaboration and team skills.
• In-depth analytical and problem-solving skills.
• In-depth influence skills.
• In-depth data-driven decision-making skills.
• For U.S. positions, federal registration with the Nationwide Mortgage Licensing System and Registry is required; a criminal background review and credit history evaluation are also required.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional service to customers and prospects.
• Foster a culture aligned with BMO’s purpose, values, and strategy, including diversity and inclusion.
• Set goals and expected outcomes, establish accountability, and build collaborative teams.
• Attract, retain, develop, and coach talent; recognize strong performance and manage poor performance.
• Create business development strategies and collaborate with BMO partners to grow branch revenues, sales, and customer satisfaction while minimizing operating losses.
• Develop and execute a branch business plan to grow the business and wallet share and meet customer retention and acquisition objectives.
• Understand customer banking and credit card needs, integrate relevant promotions into conversations, and provide strategic advice.
• Conduct cold calls to prospective customers and develop new customer relationships.
• Build and maintain community networks, support community involvement, and maintain relationships with key branch customers and prospects.
• Resolve customer issues and fulfill sales and service activities in accordance with approved procedures.
• Develop strategic plans, establish business priorities, implement work plans, and make recommendations based on analysis.
• Coordinate with internal stakeholders to leverage sales, fulfillment, and referral opportunities and ensure stakeholder alignment.
• Monitor sales and service performance, identify gaps and best practices, and implement action plans.
• Communicate goals, plans, and assignments to achieve financial and customer service objectives.
• Lead implementation of new programs, products, and processes, and coordinate national and regional sales and service initiatives.
• Monitor service request and problem-resolution processes for adherence to standards.
• Provide technical training and support to branch employees and recommend improvements.
• Plan and control unit operating expenses in accordance with forecasts.
• Manage customer call outcomes and resolve complex or unresolved customer situations, escalating when appropriate.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Build effective relationships with internal and external stakeholders and maintain confidentiality of customer and bank information.
• Identify and report suspicious patterns of activity suspected to be related to money laundering.
• Comply with applicable legal, regulatory, audit, policy, and risk-management requirements.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• Performance-based incentives, discretionary bonuses, and other perks and rewards may be included depending on the position’s pay type.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree