Bank Manager

BMO • Brookfield, WI

3d • $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 meet customer experience and profitability goals while complying with legal and regulatory requirements and Bank policies and processes.

The manager develops and executes the branch business plan, builds customer relationships, drives growth and customer retention, and monitors sales and service performance. The position leads branch employees, supports their development, manages performance, and coordinates the implementation of sales and service initiatives, programs, products, and processes. It also oversees operational effectiveness, customer issue resolution, expenses, risk management, and compliance.

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 teamwork 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 provides instruction on registration requirements.
• For the U.S. role, 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 deliver exceptional customer service and achieve sales and service objectives.
• Foster a culture aligned with BMO's purpose, values, strategy, diversity, and inclusion commitments.
• Set goals and expected outcomes, clarify accountability, and build collaborative teams across functional and operating groups.
• Attract, retain, develop, recognize, and coach employees; manage performance, including poor performance.
• Develop and execute the branch business plan to drive business growth, wallet share, customer retention, and customer acquisition.
• Conduct sales calls, cold calls, and other business development activities; establish a personal referral network and build community relationships.
• Understand customer banking and credit card needs and integrate relevant marketing promotions and programs into customer conversations.
• Maintain high-touch relationships with key branch customers and prospects in the market.
• 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.
• Analyze strategic issues, data, and information; identify emerging trends and provide insights and recommendations.
• Communicate goals, plans, and assignments to achieve financial and customer service goals.
• Lead and coordinate the implementation of new programs, products, processes, and national or regional sales and service initiatives within the branch.
• Monitor service request and problem-resolution processes for adherence to national standards.
• Provide technical training and support to branch employees and recommend operational or sales-effectiveness 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; 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 in decision-making.
• Undertake broader work or accountabilities as assigned.

Benefits

• Health insurance
• Tuition reimbursement
• Accident insurance
• Life insurance
• Retirement savings plans
• Performance-based incentives and discretionary bonuses may be included, depending on the position's compensation package.
• Other perks and rewards may be included.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager