DE Novo Bank Manager

BMO • San Francisco, CA

3d • $90,000 - $180,000

About The Position

The Bank Manager supports BMO’s DeNovo branch expansion by helping launch new locations, shape team culture, and grow client relationships. The role leads and coaches branch employees to provide excellent customer service, understand customers’ financial needs, recommend suitable products and strategies, and meet sales, service, profitability, and customer experience goals while complying with bank policies and applicable laws and regulations.

The manager develops and executes the branch business plan, drives customer acquisition and retention, builds community and referral networks, and collaborates with internal partners to grow branch revenue and customer relationships. The role oversees branch operations, employee development, sales and service performance, implementation of programs and initiatives, expense controls, customer issue resolution, and adherence to risk management, confidentiality, anti-money-laundering, and regulatory requirements.

For U.S. positions, the role originates consumer loans and requires federal registration with the Nationwide Mortgage Licensing System and Registry. A criminal background review and credit history evaluation are required, as are restrictions on 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, 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 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; a criminal background review, credit history evaluation, and restrictions on performing in a real estate agent capacity also apply.

Responsibilities

• Guide, direct, and coach branch employees to deliver exceptional service and meet sales and service goals.
• Advise customers on products and strategies that support their financial objectives, and refer customers to other business groups when appropriate.
• Foster a culture aligned with BMO’s purpose, values, diversity, and inclusion commitments.
• Set goals, define expected outcomes, establish accountability, and build collaborative teams across functional and operating groups.
• Attract, retain, develop, coach, and recognize employees; address performance issues.
• Create business development strategies and collaborate with BMO partners to grow revenue, sales, customer satisfaction, and minimize operating losses.
• Develop and execute the branch business plan to grow business and wallet share and achieve customer acquisition and retention objectives.
• Identify customer banking and credit card needs and integrate relevant marketing promotions into customer conversations.
• Conduct cold calls and develop new customer relationships.
• Build and maintain community networks and referral sources, support community involvement, and maintain high-touch relationships with key customers and prospects.
• Resolve customer issues and fulfill sales and service activities according to approved procedures.
• Analyze business issues, recommend and implement solutions, assist with strategic plans, and influence and negotiate to achieve business objectives.
• Identify emerging issues and trends, establish priorities, and implement, review, and revise work plans.
• Coordinate with internal stakeholders to improve referrals, acquire customers, and expand customers’ use of financial services; ensure stakeholder alignment.
• Monitor sales and service performance, analyze gaps and trends, and implement action plans.
• Communicate goals, plans, and assignments, and lead the implementation of new branch programs, products, processes, and national or regional initiatives.
• Monitor customer service request and problem resolution processes for adherence to 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.
• Manage customer call outcomes, resolve complex or unresolved situations, or escalate them as needed.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Build effective relationships with internal and external stakeholders and maintain confidentiality of customer and bank information.
• 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 risk appetite in decision-making.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• Performance-based incentives and discretionary bonuses may be included, along with other perks and rewards.
• Training and coaching, manager support, and network-building opportunities.

What This Job Offers

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