Banking Retail Manager

Capital City Bank • Tallahassee, FL

278d • Remote

About The Position

The Client Experience Manager (CXM) has responsibility for creating a leadership culture centered on delivering an exceptional client experience, through associate interactions, office appearance and products and services that are offered. The CXM has responsibility for one office which may include a drive-through facility. The CXM develops the associates within their office to ensure they are equipped to meet the needs of our clients and obtain operational and sales objectives. The CXM is responsible for demonstrating sales and service skills and will set the strategic direction of the office, communicating performance results, coaching, recognizing and rewarding accomplishments, and building a high performing team. The CXM is responsible for the direct management of the Lead Teller, Personal Banker(s), Universal Associate(s) and Traveling Support Associate(s). The CXM serves in a supporting role of Personal Banker and works with business partners to identify prospects for referrals. In a traditional office with no dedicated Teller Experience Supervisor or in an Express Office environment, the CXM is responsible for the efficient operation of the teller area including cash management and all vault and teller-related activities. This position has direct responsibility for employment decisions.

Requirements

• 5-7 years related experience in banking or business.
• Effective written and oral communication skills.
• Strong leadership, organizational and time management skills.
• Ability to exercise sound and reasonable judgment.
• Demonstrable business development and leadership skills.
• Proficiency in Word and Excel software.
• Familiarity with Jack Henry Xperience is preferred.
• Experience with a customer relationship management system is a plus.

Nice To Haves

• Preferred use and/or understanding of Capital City Bank products and services.
• Associate's or Bachelor's degree in business or finance from an accredited college.

Responsibilities

• Foster strong, loyal relationships between clients and the brand.
• Enhance the client experience through care and passion at every touch, including client outreach.
• Provide leadership to drive a culture that focuses on associate engagement and retention.
• Interview, hire, and manage all approved positions with administrative support from Human Resources.
• Provide leadership in creating the strategic direction of the office.
• Develop strong relationships with the team and key bank partners.
• Think creatively on opportunities to grow revenue and deepen client relationships.
• Exhibit a high level of professionalism and strong work ethic.
• Develop teamwork, share knowledge, instill trust, and set clear expectations.
• Promote, motivate, and coordinate sales activities and onboarding expectations.
• Ensure teams are equipped with knowledge and resources.
• Ensure ongoing team training and timely completion of all bank-sponsored meetings.
• Responsible for adherence to all tasks identified in the Office Certification Guide.
• Maintain performance standards for applicable office associates.
• Manage all performance exceptions initiated in the office.
• Fulfill the functional role of Personal Banker as needed.
• Manage office appearance and budgetary expenses.
• Oversee office security and associate/client safety.
• Assist with research and resolution of client issues/complaints.
• Actively participate in community organizations and events.
• Supervise office security including open and close procedures.

Benefits

• Medical, Dental and Vision
• Life Insurance
• 401(k) with Matching
• Flexible Spending Accounts
• Tuition Assistance
• Stock Purchase
• Discounts on Products and Services

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree