Bank Manager II

Bank of Montreal • Hayward, CA

20d • $65,000 - $140,000

About The Position

The Bank Manager II guides, directs, and coaches branch employees to deliver exceptional service and meet customer needs through appropriate banking products and strategies. The role leads branch sales and service activities, develops and executes the branch business plan, and works toward customer retention, acquisition, business growth, and profitability objectives while complying with legal and regulatory requirements and Bank policies.

The manager develops employees and branch performance, builds customer and community relationships, coordinates sales and service initiatives, and monitors performance against plans. The role also manages operational processes and expenses, resolves complex customer situations, supports employee training, and applies BMO’s risk management framework to protect customers and the Bank. In the U.S., this position originates consumer loans 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. position, federal registration with the Nationwide Mortgage Licensing System and Registry is required; the Bank will provide instructions on registration requirements.
• For the U.S. position, a criminal background review and credit history evaluation are required; restrictions apply to performing in a real estate agent capacity.

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.
• Advise customers on products and strategies suited to their financial objectives, and identify referrals to other business groups.
• Develop and execute a branch business plan to maximize growth and wallet share and meet customer retention and acquisition objectives.
• Conduct sales calls, cold calls, and other business development activities; establish a personal referral network and develop community relationships.
• Understand customers’ personal banking and credit card needs and incorporate relevant promotions and programs into customer conversations.
• Maintain high-touch relationships with key branch customers and prospects and support the Bank’s community involvement.
• Resolve customer issues and complex or unresolved situations, or escalate them to the next higher manager when appropriate.
• Monitor sales and service performance against plan, identify gaps and best practices, and implement action plans to improve results.
• Lead implementation of new branch programs, products, processes, and national and regional sales and service initiatives.
• Monitor service request and problem resolution processes for adherence to national standards.
• Provide technical training and support to branch employees and recommend improvements to operational and sales effectiveness.
• Plan and control branch operating expenses in accordance with forecasts.
• Communicate goals, plans, and assignments to achieve financial and customer service goals.
• Build effective relationships with internal and external stakeholders and business partners.
• Maintain current knowledge of personal banking and credit card industries, practices, trends, branch technologies, and performance metrics.
• Maintain confidentiality of customer and Bank information and identify and report suspicious activity potentially related to money laundering.
• Comply with applicable legal and regulatory requirements and apply BMO’s Risk Management Framework and approved risk appetite.
• Foster an inclusive culture aligned with BMO’s purpose, values, and strategy; develop employees, recognize performance, and manage performance issues.

Benefits

• Health insurance
• Tuition reimbursement
• Accident insurance
• Life insurance
• Retirement savings plans
• Performance-based incentives, discretionary bonuses, and other perks and rewards may be included in the total compensation package.
• Training and coaching, manager support, and network-building opportunities

What This Job Offers

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