Bank Manager

BMO • Chicago, IL

1d • $55,000 - $120,000

About The Position

The Bank Manager guides, directs, and coaches branch employees to provide exceptional customer service and meet sales, service, customer experience, and profitability goals while complying with legal and regulatory requirements and Bank policies. The role advises customers on products and strategies suited to their financial objectives, identifies referral opportunities, and supports sales and service activities in the customer's best interests. Spanish speaking is required.

The manager develops and executes a branch business plan, builds customer relationships, drives customer acquisition and retention, and monitors branch performance. The role leads employees’ development and performance, implements sales and service initiatives, manages branch expenses and operational processes, resolves complex customer issues, and maintains effective relationships with internal and external stakeholders. It also requires applying the Bank’s Risk Management Framework and protecting confidential customer and Bank information.

In the U.S., this position 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

• Spanish speaking required.
• 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 U.S. consumer loan origination, federal registration with the Nationwide Mortgage Licensing System and Registry is required; a criminal background review and credit history evaluation are also required.

Nice To Haves

• Previous supervisory or management experience.

Responsibilities

• Guide, direct, and coach branch employees to deliver exceptional service and meet sales and service goals.
• Foster a culture aligned with BMO’s purpose, values, strategy, diversity, and inclusion.
• Set goals, define expected outcomes, ensure accountability, and build collaborative teams.
• Attract, retain, develop, recognize, and coach employees; manage poor performance.
• Develop and execute the branch business plan to maximize growth and wallet share and achieve customer retention and acquisition objectives.
• Conduct sales calls, establish a personal referral network, and carry out other business development activities.
• Understand customer banking and credit card needs and integrate relevant promotions and programs into customer conversations.
• Conduct cold calls to prospective customers and build new customer relationships.
• Develop and maintain a community network, support Bank community involvement, and participate in community activities.
• Maintain high-touch relationships with key branch customers and prospects.
• Resolve customer issues and fulfill sales and service activities in accordance with approved procedures.
• Monitor sales and service performance against plans, identify gaps and best practices, and implement corrective action plans.
• Communicate goals, plans, and assignments to achieve financial and customer service objectives.
• Lead the implementation of new programs, products, and processes within the branch and coordinate national and regional initiatives.
• Monitor service request and problem-resolution processes for compliance with national standards.
• Provide technical training and support to branch employees and recommend improvements.
• Plan and control branch operating expenses in accordance with forecasts.
• Manage customer-call outcomes or refer matters to appropriate internal business groups; resolve or escalate complex customer situations.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Build effective relationships with internal and external stakeholders, including business partners.
• 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 the Bank’s Risk Management Framework when making decisions.

Benefits

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

What This Job Offers

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