Bank Manager II

BMO • Hayward, CA

21d • $65,000 - $140,000

About The Position

The Bank Manager II guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. The role understands customer needs, advises on products and strategies that support their financial objectives, makes referrals to other business groups, and supports sales and customer service activities in compliance with legal and regulatory requirements and Bank policies. The manager develops and executes a branch business plan to drive growth, wallet share, customer retention, and acquisition, while maintaining strong relationships with customers and the surrounding community.

The role leads branch employees, supports their development and performance, and coordinates sales and service programs and initiatives. It monitors results, identifies gaps, resolves complex customer issues, manages operating expenses, and provides technical training and support. The position also requires sound risk management, protection of customer and Bank information, and compliance with applicable laws and regulations. In the U.S., the role acts as a consumer-loan originator and requires federal registration with the Nationwide Mortgage Licensing System and Registry, along with a criminal background review and credit history evaluation.

Requirements

• Typically 4–6 years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.
• In-depth knowledge of retail banking products and services.
• Advanced knowledge of the competitive marketplace and trends in product offerings.
• Working knowledge of branch operational processes and policies.
• Working knowledge of branch technologies, processes, and performance metrics.
• Working knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
• Technical proficiency gained through education and/or 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 the U.S. role, federal registration with the Nationwide Mortgage Licensing System and Registry is required; a criminal background review and credit history evaluation are also required.

Nice To Haves

• Previous supervisory or management experience.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional customer service and meet sales and service goals.
• Foster a culture aligned with BMO’s purpose, values, strategy, diversity, and inclusion commitments.
• Set goals and expected outcomes, establish accountability, and support employee career development and performance.
• Develop and execute a branch business plan to maximize growth, wallet share, customer retention, and acquisition.
• Conduct sales calls, cold calls, and other business development activities; build a personal referral network and community relationships.
• Understand customer banking and credit card needs, provide strategic advice, and integrate relevant marketing programs into customer conversations.
• Maintain high-touch relationships with key branch customers and prospects and resolve customer issues using knowledge of Bank products, services, and processes.
• Build and maintain relationships with internal and external stakeholders and business partners.
• Monitor sales and service performance, identify gaps and trends, and develop action plans to resolve issues and improve results.
• Communicate goals, plans, and assignments and lead the implementation of new programs, products, processes, and sales and service initiatives.
• Monitor service request and problem-resolution processes and provide technical training and support to branch employees.
• Plan and control branch operating expenses in accordance with forecasts.
• Manage customer call outcomes and resolve complex or unresolved situations, escalating when appropriate.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Maintain confidentiality of customer and Bank information and identify and report suspicious activity that may relate to money laundering.
• Comply with jurisdictional legal and regulatory requirements and apply BMO’s Risk Management Framework and approved risk appetite.
• Conduct independent analysis, assess strategic issues, and provide insights and recommendations to support decision-making.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager