Bank Manager

BMO • Torrance, CA

1d • $65,000 - $140,000

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 product advice and strategies in customers’ best interests, while supporting sales and service activities that meet customer experience and profitability goals in compliance with legal and regulatory requirements and bank policies.

The manager develops and executes a branch business plan to grow the business, increase wallet share, and achieve customer retention and acquisition objectives. The role drives business development through sales calls, cold calls, community networking, referrals, and relationships with key branch customers. It monitors sales, service, and operating performance; implements branch and broader sales initiatives; supports employee training and development; and manages expenses.

The position resolves customer issues, maintains knowledge of personal banking and credit card products and trends, and collaborates with internal and external stakeholders. It also maintains customer and bank confidentiality, reports suspicious activity potentially related to money laundering, and makes decisions consistent with the Bank’s Risk Management Framework and applicable laws, regulations, and policies.

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 required, along with restrictions on performing in a real estate agent capacity. The Bank will provide instructions on registration requirements.

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 meet sales and service objectives.
• Foster a culture aligned with BMO’s purpose, values, diversity, and inclusion commitments.
• Set goals, define expected outcomes, ensure accountability, and develop employees’ careers and performance.
• Develop and execute a branch business plan to maximize growth and wallet share and achieve customer retention and acquisition objectives.
• Conduct sales calls and other business development activities, establish a personal referral network, and make cold calls to prospective customers.
• Develop and maintain community networks, support the Bank’s community involvement, and participate in community activities.
• Build and maintain high-touch relationships with key branch customers and prospects.
• Understand customer banking and credit card needs and provide strategic advice, including integrating relevant marketing promotions and programs into conversations.
• Resolve customer issues and fulfill sales and service activities in accordance with approved procedures; manage or escalate complex situations as appropriate.
• Monitor sales and service performance against plans, identify gaps and best practices, and implement action plans to improve results.
• Lead implementation of new programs, products, and processes in the branch 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 improvements to operational and sales effectiveness.
• Plan and control branch operating expenses in accordance with forecasts.
• Build relationships with business partners and internal and external stakeholders, maintaining knowledge of interdependent systems and related policies and procedures.
• Analyze strategic issues, data, and information; identify emerging issues and trends; and provide insights and recommendations.
• Communicate goals, plans, and assignments to achieve financial and customer service goals.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Maintain the confidentiality of customer and Bank information.
• Identify and report suspicious patterns of activity suspected to be 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, discretionary bonuses, and 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