Bank Manager

Bank of Montreal • Torrance, CA

21d • $65,000 - $140,000

About The Position

The Bank Manager 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, identifies referrals to other business groups, and supports sales and service activity in compliance with legal and regulatory requirements and Bank policies and processes.

The manager develops and executes a branch business plan to grow business and wallet share and achieve customer retention and acquisition objectives. The role leads branch employees, supports their career development and performance, builds community and customer relationships, monitors sales and service results, and coordinates implementation of programs and initiatives. It also oversees operational effectiveness, customer issue resolution, expense planning, and compliance with applicable requirements.

For U.S. positions, the role 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 required, and restrictions apply to performing in a real estate agent capacity.

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, 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. positions, federal registration with the Nationwide Mortgage Licensing System and Registry is required; the Bank will provide instructions on registration requirements.
• For U.S. positions, a criminal background review and credit history evaluation are required, and 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 objectives.
• Understand customers’ personal banking and credit card needs and advise them on products and strategies in their best interests.
• Identify and make referrals to other business groups.
• Develop and execute a branch business plan to maximize growth and wallet share and achieve customer retention and acquisition objectives.
• Conduct sales calls, cold calls, and other business development activities; establish a personal referral network and develop new customer relationships.
• Build and maintain community networks and relationships with key branch customers and prospects.
• Support Bank community involvement and participate in community activities.
• Resolve customer issues using knowledge of Bank services, products, and processes; manage or escalate complex or unresolved situations.
• Fulfill sales and service activities in accordance with approved procedures and manage transactional outcomes for customer calls.
• Build and maintain a culture aligned with BMO’s purpose, values, strategy, diversity, and inclusion commitments.
• Attract, retain, develop, coach, recognize, and reward talent; address performance issues and improve team performance.
• Communicate goals, plans, and assignments, and ensure accountability for follow-through.
• Monitor sales and service performance against plans, identify gaps and best practices, and implement action plans to address performance issues.
• Analyze strategic problems and business data, identify emerging issues and trends, and provide insights and recommendations.
• Lead implementation of new programs, products, and processes within the branch and coordinate national and regional sales and service initiatives.
• Monitor customer 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 unit operating expenses in accordance with forecasts.
• Establish relationships with business partners and maintain knowledge of interdependent systems, policies, and procedures.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Maintain confidentiality of customer and Bank information; identify and report suspicious activity suspected to be related to money laundering.
• Comply with applicable legal and regulatory requirements and apply BMO’s Risk Management Framework and approved policies in role decisions.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• Performance-based incentives, discretionary bonuses, and other perks and rewards may be part of the total compensation package.

What This Job Offers

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