Bank Manager

BMO • Chicago, IL

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 provides advice on products and strategies that support customers’ financial objectives, while identifying referrals to other business groups. It supports sales and customer service activities to achieve strategic customer experience and profitability goals in compliance with legal and regulatory requirements and Bank policies and processes.

The manager develops and executes the branch business plan, drives business growth and customer retention and acquisition, and builds relationships with customers, prospects, community members, and internal and external stakeholders. The role monitors sales, service, and operational performance; leads implementation of programs and initiatives; manages operating expenses; supports and develops employees; and resolves customer issues. It also applies BMO’s Risk Management Framework, protects customer and Bank information, reports suspicious activity potentially related to money laundering, and complies with applicable laws and regulations.

For U.S. positions, this role 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 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, 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; the Bank will provide instructions on registration requirements.
• For U.S. positions, a criminal background review and credit history evaluation are required, and 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 provide exceptional customer service and achieve sales and service goals.
• Foster a culture aligned with BMO’s purpose, values, strategy, diversity, and inclusion commitments; set clear goals and accountability.
• Attract, retain, develop, coach, and recognize employees, address performance issues, and build collaborative teams.
• Develop and execute a branch business plan to maximize business growth and wallet share and achieve customer retention and acquisition objectives.
• Conduct sales calls, establish a personal referral network, conduct cold calls, and pursue other business development activities.
• Understand customer banking and credit card needs and provide strategic advice in customers’ best interests.
• Build and maintain community networks, support Bank community involvement, and maintain high-touch relationships with key branch customers and prospects.
• Resolve customer issues and fulfill sales and service activities in accordance with approved procedures; manage or escalate complex or unresolved situations.
• Monitor sales and service performance against plans, identify gaps and trends, and develop and implement action plans.
• Analyze strategic problems and business data, make recommendations, and help determine business priorities and execution sequence.
• Lead implementation of new branch 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 and sales effectiveness improvements.
• Plan and control unit operating expenses in accordance with forecasts.
• Build relationships with business partners and other stakeholders and maintain knowledge of interdependent systems, 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 suspected to be related to money laundering.
• Comply with legal and regulatory requirements and apply the Bank’s Risk Management Framework and approved risk appetite in decision-making.
• Perform other broader work or accountabilities as assigned.

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.

What This Job Offers

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