Bank Manager

BMO • Richfield, MN

4d • $55,000 - $120,000

About The Position

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

The manager develops and executes a branch business plan to drive growth, wallet share, customer retention, and acquisition. This includes sales and business development, building community and referral networks, maintaining relationships with key customers and prospects, and supporting community involvement. The role leads branch employees, develops talent, monitors performance, communicates goals, and coordinates the implementation of branch and regional initiatives.

The position monitors service, sales, and operational performance; resolves customer issues; provides technical training and support; manages operating expenses; and works with internal and external stakeholders. It maintains current knowledge of banking products, practices, and trends, protects confidential information, reports suspicious activity potentially related to money laundering, and applies the Bank’s risk management framework and applicable policies and laws.

In the U.S., this position 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, 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, 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.
• 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; 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 support sales and service goals.
• Foster a culture aligned with BMO’s purpose, values, diversity, and inclusion commitments; set goals, define outcomes, and ensure accountability.
• Build interdependent teams, attract and retain talent, develop employees, recognize performance, and address poor performance.
• Develop and execute a branch business plan to maximize growth and wallet share and achieve customer retention and acquisition objectives.
• Conduct sales calls, establish a personal referral network, conduct cold calls, and perform other business development activities.
• Understand customers’ personal banking and credit card needs and integrate marketing promotions into customer conversations to provide strategic advice.
• Develop and maintain community networks and participate in community activities to enhance visibility and generate referrals.
• Maintain high-touch relationships with key branch customers and prospects.
• Resolve customer issues and fulfill sales and service activities according to approved procedures; manage or escalate complex situations appropriately.
• Monitor sales, service, and operational performance against plans; identify gaps and implement action plans and improvements.
• Analyze strategic issues and performance data, identify trends, and provide 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 request and problem resolution processes for adherence to standards.
• Provide technical training and support to branch employees and recommend improvements.
• Plan and control unit operating expenses in accordance with forecasts.
• Build relationships with internal and external stakeholders and business partners to maintain knowledge of interdependent systems and related policies and procedures.
• 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 and regulatory requirements and apply the Bank’s Risk Management Framework and approved risk appetite.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• Performance-based incentives and discretionary bonuses may be included, depending on the position’s pay type.
• Other perks and rewards may be included in the total compensation package.

What This Job Offers

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