Bank Manager

BMO • Germantown, WI

6d • $50,000 - $100,000

About The Position

The Bank Manager guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. The role identifies customer needs and advises on products and strategies that support their financial objectives, while making referrals to other business groups. It supports sales and customer service activities to achieve customer experience and profitability goals in compliance with legal and regulatory requirements and Bank policies.

The manager develops and executes the branch business plan, drives customer acquisition and retention, monitors performance, and leads the implementation of sales, service, and operational initiatives. The role builds community and stakeholder relationships, supports employee development, manages expenses, and resolves complex customer issues. It also maintains compliance with applicable requirements, protects confidential information, identifies suspicious activity, and makes risk-informed decisions.

In the U.S., this 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, 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, and related 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.

Nice To Haves

• Previous supervisory or management experience.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional customer service and support their career development.
• Foster a culture aligned with BMO’s purpose, values, diversity, and inclusion commitments.
• Develop and execute a branch business plan to grow business 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.
• Understand customers’ personal banking and credit card needs and provide strategic product and service advice in their best interests.
• Build and maintain community, customer, prospect, and business-partner relationships to generate referrals and enhance the Bank’s visibility.
• Support the Bank’s community involvement and participate in community activities.
• Resolve customer issues and complex or unresolved situations, escalating when appropriate.
• Monitor sales and service performance against plans, identify gaps and trends, and implement action plans.
• Communicate goals, plans, and assignments and coordinate national and regional sales and service initiatives.
• Lead implementation of new programs, products, and processes within the branch.
• Monitor service requests and problem-resolution processes for adherence to national standards.
• Provide technical training and support to branch employees and recommend improvements.
• Plan and control branch operating expenses in accordance with forecasts.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Maintain confidentiality of customer and Bank information and identify and report suspicious activity potentially related to money laundering.
• Comply with applicable legal, regulatory, audit, policy, and risk-management requirements.

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.

What This Job Offers

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