Bank Manager

BMO • Chicago, IL

21d • $55,000 - $120,000

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, provides advice on products and strategies that support customers’ financial objectives, makes referrals to other business groups, and leads sales and service activities that advance customer experience and profitability goals while complying with legal, regulatory, and Bank requirements.

The manager develops and executes a branch business plan focused on growth, wallet share, customer acquisition, and retention. The role builds relationships with customers, prospects, community members, and business partners; monitors branch sales and service performance; leads the implementation of programs and initiatives; supports employee development and operational effectiveness; and manages branch expenses. It also resolves complex customer issues, maintains knowledge of banking products and trends, protects confidential information, and applies BMO’s risk framework and applicable policies and laws.

In the U.S., this role acts as an originator of 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, along with restrictions on 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; a criminal background review and credit history evaluation will also be required.

Nice To Haves

• Previous supervisory or management experience.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional customer service and achieve sales and service objectives.
• Foster a culture aligned with BMO’s purpose, values, strategy, diversity, and inclusion commitments.
• Set goals, define outcomes, establish accountability, and build collaborative teams across functional and operating groups.
• Attract, retain, develop, recognize, and coach employees; address poor performance and support career development.
• Develop and execute the 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, and establish a personal referral network.
• Understand customer banking and credit card needs and provide strategic advice in the customers’ best interests.
• Build and maintain community relationships, support the Bank’s community involvement, and develop referral sources.
• Maintain high-touch relationships with key branch customers and prospects.
• Resolve customer issues and fulfill sales and service activities in accordance with approved procedures.
• Influence and negotiate to achieve business objectives; identify emerging issues and trends to inform decisions.
• Implement, review, and revise work plans; determine business priorities and sequence execution of strategy.
• Conduct independent analysis to resolve strategic issues and ensure stakeholder alignment.
• Build relationships with business partners and maintain knowledge of interdependent systems, policies, and procedures.
• Monitor branch sales and service performance, identify gaps and best practices, and implement action plans.
• Analyze data and information to provide insights and recommendations.
• Communicate goals, plans, and assignments to achieve financial and customer service goals.
• Lead the implementation of new programs, products, and processes and coordinate 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 operational improvements.
• Plan and control unit operating expenses in accordance with forecasts.
• Manage customer-call outcomes or refer matters to appropriate internal business groups; resolve complex issues or escalate them as needed.
• 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 patterns that may be related to money laundering.
• Comply with applicable legal and regulatory requirements and apply BMO’s Risk Management Framework when making 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 included, depending on the position’s pay type.

What This Job Offers

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