Banking Service Manager

Jefferson Bank•San Antonio, TX

About The Position

The Banking Services Manager oversees the daily operations and overall success of a banking center, ensuring operational efficiency, regulatory compliance, and exceptional customer experiences. The manager leads and develops Relationship Bankers and Tellers, maintains appropriate staffing, and is responsible for the center’s sales performance, customer relationship growth and retention, service, and operations. The role may be leveled as Banking Service Manager I or II depending on the candidate’s experience and qualifications. The manager drives growth in deposit and loan portfolios and fee income, pursues customer acquisition and cross-selling opportunities, and works with other business lines to develop new business. The role also monitors banking center and officer portfolio financial performance, resource allocation, loan past dues, and deposit NSFs. It includes responsibility for human-resource activities, operational risk management, audits, security, confidentiality, and the maintenance of the building, grounds, and equipment. The position requires travel to banking centers in San Antonio and surrounding areas.

Requirements

Banking Service Manager I: 3 or more years of experience with a bank or other financial institution.
Banking Service Manager I: 1 or more years of leadership experience, including coaching, training, or mentoring.
Banking Service Manager II: 5 or more years of experience with a bank or other financial institution.
Banking Service Manager II: 3 or more years of leadership experience, including coaching, training, or mentoring.
Strong or extensive understanding of banking operations, products, and regulatory requirements, appropriate to the level.
A proven track record of achieving sales targets and business goals.
Experience providing excellent customer service and knowledge of customer onboarding, relationship expansion, and retention tactics.
Strong or expert knowledge of budgeting, auditing procedures, compliance regulations, operational policies and procedures, and reporting, appropriate to the level.
Four-year college degree or four years of relevant work experience in lieu of a college education.
Analytical, problem-solving, organizational, verbal communication, and written communication skills, with the ability to work independently and follow tasks through completion.
Strong interpersonal and teamwork skills, and the ability to lead and motivate a team in a fast-paced environment.
Office/building mobility, adequate vision and hearing for travel to various locations, and the ability to speak, sit or stand at a workstation, view a PC for extended periods, and perform keyboarding or typing.
Reliable transportation and ability to travel to banking centers in San Antonio and surrounding areas.
Valid driver's license and reliable transportation; driving is an essential function.
Knowledge of bank core systems and CRM systems; computer literacy in Microsoft Outlook, Word, Excel, and PowerPoint; proficiency with computer applications and software; and ability to use copiers, scanners, shredders, and fax machines.

Nice To Haves

Banking Service Manager I: Experience working with and in a multiple banking center network.
Banking Service Manager II: 3 or more years of Banking Center Management experience.

Responsibilities

Oversee daily banking center operations, operational standards, efficiency, policies, procedures, performance metrics, and staffing coverage.
Provide exceptional customer service, resolve customer issues promptly, develop customer relationships, and identify customer-experience improvements.
Lead, motivate, coach, train, and develop Relationship Bankers and Tellers; provide performance feedback and foster a collaborative, high-performance work environment.
Manage the banking center’s sales, customer relationship expansion and retention, customer experience, service, and operations.
Collaborate with the Customer Experience Officer on strategies to improve customer experience, efficiency, accuracy, and satisfaction.
Manage banking center human-resource activities, including performance reviews, salary recommendations, staffing, personnel issues, employee feedback, and career development support.
Ensure Relationship Bankers make appropriate customer recommendations and execute strategies to grow deposit portfolios, loan portfolios, and fee income.
Identify and pursue customer acquisition, cross-selling, and banking-services expansion opportunities; promote bank products and services; execute sales strategies; and collaborate with other business lines to pursue new business.
Encourage and lead the use of CRM to support business growth and improve customer experience.
Ensure compliance with bank policies, regulations, and legal requirements; conduct audits; identify and mitigate operational, financial, and reputational risks; maintain security and confidentiality; and manage the building, grounds, and equipment to ensure a safe environment.
Monitor banking center and officer portfolio revenue, expenses, profitability, and losses; oversee staffing, technology, and supply resources; ensure loan past dues are worked; and ensure deposit NSFs are addressed promptly.
Perform other duties as assigned.
Travel to banking centers in San Antonio and surrounding areas; driving is an essential function.