Bank Manager

Bank of Montreal • Chicago, IL

20d

About The Position

The Bank Manager guides, directs, and coaches branch employees to deliver exceptional customer service and achieve sales, service, customer experience, and profitability goals while complying with legal and regulatory requirements and Bank policies. The role advises customers on products and strategies that support their financial objectives, identifies referrals to other business groups, and supports customer acquisition and retention.

The manager develops and executes the branch business plan, leads sales and service initiatives, monitors performance against goals, and implements action plans to address gaps. The position builds customer and community relationships, develops referral networks, participates in community activities, and maintains strong relationships with key branch customers and prospects. It also leads and develops employees, manages operating expenses, supports branch operations and technology effectiveness, and resolves complex customer issues.

The role requires sound risk-informed decisions, protection of customer and Bank information, and compliance with applicable laws, regulations, policies, and procedures. In the U.S., the position acts as an originator of consumer loans and requires Federal registration with the Nationwide Mortgage Licensing System and Registry. A criminal background review and credit history evaluation are also required, as are restrictions on performing in a real estate agent capacity.

Requirements

• Typically 4–6 years of relevant experience.
• Post-secondary degree in a related field of study, 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, 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 U.S. consumer-loan origination duties, Federal registration with the Nationwide Mortgage Licensing System and Registry is required; the Bank will provide instructions on registration requirements.
• A criminal background review and credit history evaluation are required for the U.S. position; restrictions apply to performing in a real estate agent capacity.

Nice To Haves

• Previous supervisory or management experience.

Responsibilities

• Guide, direct, coach, develop, and support branch employees; recognize performance and address poor performance.
• Foster a culture aligned with BMO’s purpose, values, diversity, and inclusion, and establish clear goals, outcomes, and accountability.
• Develop and execute the branch business plan to maximize growth and wallet share and meet customer acquisition and retention objectives.
• Conduct sales calls, cold calls, and other business development activities; establish a personal referral network and community relationships.
• Understand customers’ personal banking and credit card needs and provide strategic advice and appropriate product recommendations.
• Maintain high-touch relationships with key branch customers and prospects, resolve customer issues, and fulfill sales and service activities in accordance with approved procedures.
• Monitor sales and service performance against plans, identify gaps and best practices, and implement action plans to improve results.
• Lead the implementation of new programs, products, processes, and national or regional sales and service initiatives within the branch.
• Communicate goals, plans, and assignments to achieve financial and customer service objectives.
• Provide technical training and support to branch employees and recommend improvements to operational and sales effectiveness.
• Plan and control unit operating expenses in accordance with forecasts.
• Manage customer call outcomes and resolve complex or unresolved customer situations or escalate them for resolution.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Build effective relationships with internal and external stakeholders, including business partners.
• Maintain confidentiality of customer and Bank information and identify and report suspicious activity potentially related to money laundering.
• Comply with legal and regulatory requirements, Bank policies, and the Risk Management Framework; make sound, risk-informed decisions.
• Analyze business data and strategic issues, identify emerging trends, and provide insights and recommendations.
• Implement, review, and revise work plans; help determine business priorities and sequence of execution.
• Monitor service-request and problem-resolution processes for adherence to national standards.

Benefits

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

What This Job Offers

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