Bank Manager

BMO • Mequon, WI

3d • $65,000 - $130,000 • Onsite

About The Position

The Bank Manager guides, directs, and coaches branch employees to deliver exceptional service to BMO customers and prospects. The role identifies customers’ needs, advises them on products and strategies suited to their financial objectives, and makes referrals to other business groups. The manager supports sales and service activities to achieve customer experience and profitability goals while complying with legal and regulatory requirements and Bank policies and processes.

The position leads branch business development and operations, including developing and executing business plans, growing revenue and customer relationships, managing performance and expenses, implementing sales and service initiatives, and maintaining operational effectiveness. It also builds relationships with customers, community members, and internal and external stakeholders; coaches and develops employees; resolves complex customer issues; and applies BMO’s risk framework and applicable laws, policies, and procedures.

In the U.S., this role originates 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, and restrictions apply to 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 teamwork 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; the Bank will provide instructions on registration requirements.
• For the U.S. role, a criminal background review and credit history evaluation are required, and restrictions apply to performing in a real estate agent capacity.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional customer service and achieve 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, build collaborative teams, and attract, retain, and develop talent.
• Recognize and reward performance, coach employees, support development, and manage poor performance.
• Develop business development strategies and execute branch business plans to grow revenue, wallet share, customer retention, and customer acquisition.
• Understand customer banking and credit card needs, provide strategic advice, and integrate relevant marketing promotions and programs into customer conversations.
• Conduct cold calls and develop community networks and referral sources to generate new business and improve the Bank’s visibility.
• Maintain high-touch relationships with key branch customers and prospects and support community involvement and activities.
• Resolve customer issues and fulfill sales and service activities in accordance with approved procedures; escalate complex or unresolved cases when appropriate.
• Develop strategic plans and branch business plans, identify priorities, and implement, review, and revise work plans.
• Collaborate with internal stakeholders and colleagues to leverage sales, fulfillment, and referral opportunities and provide customers with full financial services.
• Monitor sales and service performance against plans, identify gaps and trends, and develop and implement action plans to address issues.
• Analyze strategic problems, data, and information to develop insights and recommendations.
• 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 requests 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.
• Manage customer-call outcomes or refer matters to appropriate internal business groups.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends, and apply it in customer conversations.
• Build effective relationships with internal and external stakeholders and ensure alignment between stakeholders.
• Maintain confidentiality of customer and Bank information.
• Identify and report suspicious activity patterns suspected to be related to money laundering.
• Comply with applicable legal and regulatory requirements and apply BMO’s Risk Management Framework and approved risk appetite when making decisions.
• Provide specialized consulting, analytical, and technical support; independently handle non-routine situations and solve problems within established rules.
• Undertake broader work or accountabilities as assigned.

Benefits

• Health insurance
• Tuition reimbursement
• Accident insurance
• Life insurance
• Retirement savings plans
• Performance-based incentives and discretionary bonuses may be included in total compensation, depending on pay type.

What This Job Offers

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