Bank Manager

BMO•Sun Prairie, WI

23h•Onsite

About The Position

This position involves guiding, directing, and coaching employees to deliver exceptional service to BMO customers and prospects. The manager is responsible for understanding customer needs to provide sales and service, advising on products and strategies, and identifying referral opportunities. The role supports sales and customer service activities to meet strategic customer experience and profitability goals, ensuring compliance with legal and regulatory requirements and the Bank’s policies and processes. For U.S. only, this position acts as an originator of consumer loans, requiring Federal registration with the Nationwide Mortgage Licensing System and Registry, a criminal background review, and credit history evaluation, with restrictions on acting as a real estate agent. The manager fosters a culture aligned with BMO's purpose, values, and strategy, role models BMO values, and ensures diversity and inclusion. They connect work to BMO's purpose, set inspirational goals, define clear outcomes, and ensure accountability. The role involves building interdependent teams, attracting and retaining talent, improving team performance, coaching, and supporting development. The manager develops and executes a branch business plan to maximize growth, wallet share, and achieve customer retention and acquisition. This includes conducting sales calls, establishing a personal referral network, cold calling, and maintaining a community network to enhance visibility and generate referrals. They support community involvement, maintain high-touch relationships with key customers, and resolve customer issues. The role also involves building the branch business plan, influencing and negotiating, identifying emerging issues, implementing and revising work plans, and helping determine business priorities. They establish relationships with business partners, monitor sales and service performance, analyze data for insights, communicate goals, lead implementation of new programs, coordinate initiatives, and monitor service request processes. The manager provides technical training, plans and controls operating expenses, manages transactional outcomes, resolves complex customer situations, and maintains current knowledge of the banking industry. They build relationships with stakeholders, maintain confidentiality, identify and report suspicious activity, and comply with all legal and regulatory requirements. The role involves exercising judgment to solve complex problems independently and applying the Risk Management Framework.

Requirements

Typically between 4 - 6 years of relevant experience.
Post-secondary degree in related field of study or an equivalent combination of education and experience.
In-depth knowledge of retail banking products and services.
Advanced knowledge of 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 & written communication skills.
In-depth Collaboration & team skills.
In-depth Analytical and problem solving skills.
In-depth Influence skills.
In-depth Data driven decision making.
Federal registration with the Nationwide Mortgage Licensing System and Registry (U.S. Only).
A criminal background review and credit history evaluation (U.S. Only).

Nice To Haves

Previous supervisory or management experience.

Responsibilities

Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects.
Understands the needs of BMO customers or prospects to provide sales and service in the best interests of the customer.
Advises customers on products and strategies that meet their financial objectives.
Identifies and makes referrals to other business groups.
Supports sales and customer service activities to meet strategic customer experience and profitability goals in compliance with legal and regulatory requirements and the Bank’s policies and processes.
Act as an originator of consumer loans as defined by Regulation Z, Regulation G, and the Secure and Fair Enforcement for Mortgage Licensing Act (the S.A.F.E. Act) (U.S. Only).
Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
Ensures alignment between values and behaviour that fosters diversity and inclusion.
Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
Attracts, retains, and enables the career development of top talent.
Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
Develops and executes a branch business plan to maximize business growth and wallet share and achieve customer retention and acquisition objectives.
Contributes to the achievement of business objectives by conducting sales calls, establishing a personal referral network, and other business development activities.
Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice in the best interests of the customer.
Conducts cold calls to prospective customers to develop new customer relationships.
Develops and maintains a network in the community to enhance the Bank’s visibility and builds a strong referral source for new potential business.
Supports the Bank’s community involvement and participates in community activities.
Maintains a high-touch relationship with key branch customers and prospects within the market.
Resolves customer related issues using knowledge of bank services, products, and processes.
Fulfills sales and service activities for the customer in accordance with approved procedures.
Builds the business plan for the branch.
Influences and negotiates to achieve business objectives.
Identifies emerging issues and trends to inform decision-making.
Implements, reviews, and revises work plans.
Helps determine business priorities and best sequence for execution of business/group strategy.
Conducts independent analysis and assessment to resolve strategic issues.
Ensures alignment between stakeholders.
Establishes relationships with business partners (e.g. CDC, MasterCard, Symcor, etc.) to maintain knowledge of interdependent systems and related policies and procedures.
Monitors sales and service performance against plan to identify gaps, issues, and best practices, and develop and implement action plans that close performance gaps and resolve issues.
Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
Communicates goals, plans, and assignments to achieve financial and customer service goals.
Leads the implementation of new programs, products and processes within the branch.
Coordinates the implementation of national and regional sales and service initiatives.
Monitors the service request and problem resolution processes for adherence to national standards.
Provides technical training and support to branch employees to maintain operational and sales effectiveness and recommends improvements.
Plans and controls unit operating expenses in accordance with forecasts.
Manages transactional outcomes for customer calls or defers to appropriate internal business groups.
Resolves complex or unresolved customer situations or escalates to the next higher manager for resolution.
Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations.
Builds effective relationships with internal/external stakeholders.
Maintains the confidentiality of customer and Bank information.
Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
Complies with all legal and regulatory requirements for the jurisdiction.
Exercises judgment to identify, diagnose, and solve problems within given rules.
Works independently on a range of complex tasks, which may include unique situations.
Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.