Bank Manager

BMO • Germantown, WI

3d • $65,000 - $130,000

About The Position

The Bank Manager guides, directs, and coaches employees to deliver exceptional service to customers and prospects. The role understands customer needs and advises on products and strategies that support their 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 fosters a culture aligned with BMO’s purpose, values, and strategy; builds collaborative teams; develops talent; and improves team performance through coaching, recognition, and accountability. The role develops and executes branch business plans, creates business development strategies, grows branch revenues and customer relationships, and works with internal partners to improve customer retention, acquisition, and share of wallet.

The position leads implementation of branch programs and sales and service initiatives, monitors performance and operating expenses, and supports employees with technical training. It resolves customer issues, maintains stakeholder relationships, protects confidential information, identifies suspicious activity, and applies BMO’s Risk Management Framework and applicable laws, policies, and regulations. In the U.S., the role originates consumer loans and requires Federal registration with the Nationwide Mortgage Licensing System and Registry, along with a criminal background review and credit history evaluation.

Requirements

• Typically 5–7 years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.
• Previous supervisory or management experience.
• In-depth knowledge of retail banking products and services.
• In-depth knowledge of the competitive marketplace and product-offering trends.
• In-depth knowledge of branch operational processes and policies.
• In-depth knowledge of branch technologies, processes, and performance metrics.
• In-depth knowledge of applicable regulations, audit standards, policies, procedures, and directives.
• Deep knowledge and technical proficiency gained through extensive education and 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. consumer-loan originator role: Federal registration with the Nationwide Mortgage Licensing System and Registry is required; a criminal background review and credit history evaluation are also required.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional customer service and meet sales and service goals.
• Foster a culture aligned with BMO’s purpose, values, strategy, diversity, and inclusion commitments.
• Set goals, define expected outcomes, establish accountability, and build collaborative teams across functional and operating groups.
• Attract, retain, and develop talent; recognize performance, coach employees, support development, and manage poor performance.
• Create business development strategies and collaborate with BMO partners to grow business, maximize branch revenue and customer satisfaction, and minimize operating losses.
• Develop and execute a branch business plan to grow the business and wallet share and meet customer retention and acquisition objectives.
• Understand customers’ personal banking and credit card needs, and provide strategic advice and relevant product recommendations in their best interests.
• Conduct cold calls to prospective customers and develop new customer relationships.
• Build a community network, strengthen the Bank’s visibility and referral sources, and participate in community activities.
• Maintain high-touch relationships with key branch customers and prospects.
• Resolve customer issues and fulfill sales and service activities according to approved procedures.
• Recommend and implement solutions based on analysis of business issues and implications; assist with strategic plans and set branch business priorities.
• Work with internal stakeholders and colleagues to leverage sales, fulfillment, and referral opportunities, improve share of wallet, acquire customers, and provide full financial services.
• Monitor sales and service performance against plans, identify gaps and best practices, and implement action plans to address issues.
• Communicate goals, plans, and assignments to achieve financial and customer service objectives.
• 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 unit operating expenses in accordance with forecasts.
• Manage customer-call outcomes or refer matters to appropriate internal business groups; resolve complex or escalated customer situations.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends and apply it in customer conversations.
• Build effective relationships with internal and external stakeholders and ensure alignment between stakeholders.
• 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 BMO’s Risk Management Framework and approved risk appetite when making decisions.
• Handle specialized consulting, analytical, and technical support; exercise judgment to diagnose and solve problems, including non-routine situations.

Benefits

• Health insurance
• Tuition reimbursement
• Accident insurance
• Life insurance
• Retirement savings plans
• Performance-based incentives and discretionary bonuses may be included in the total compensation package.

What This Job Offers

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