Branch Manager II (Multi Branches)

BOT Career•Nashville, TN

19d•Onsite

About The Position

The Branch Manager II is accountable for the day-to-day management of two assigned branches and for delivering an outstanding customer experience at both locations. The role develops new customer relationships and manages existing relationships involving loans, deposits, and Treasury Management services. It requires outbound customer contact, including external customer visits, visits to prospective customers, and interactions by phone or face-to-face. Business development includes identifying referrals to other bank departments, such as Treasury Management, Mortgage, Investments, and Commercial. The manager oversees both branch portfolios, including deposit and loan exceptions and past-due accounts, and represents the Bank professionally in the community through a high level of community involvement. The Branch Manager II leads branch teams, manages retail staff and daily operations, achieves sales and service goals, and ensures compliance with bank policies and procedures. The position requires working at both assigned branch locations and sharing time between them. The role also includes coaching, training, evaluating, and developing team members; managing staffing and coverage; maintaining customer relationships; and supporting accurate, professional banking services. The work is primarily indoors and involves regular workstation activity, frequent computer use and customer assistance, movement around the branch, and travel between assigned branches and within the community. Occasional outdoor work and lifting up to 50 pounds may be required.

Requirements

High school diploma or equivalent required.
Prior experience managing people required.
Ability to work at both assigned branch locations required.
Five years of customer service, cash handling, banking, or retail experience preferred.
Ability to lead and manage multiple branch locations while providing equal support to staff.
Strong time-management, leadership, and follow-up skills.
Proven ability to lead and develop people and guide a group toward customer service goals.
Ability to perform branch duties and support staff in delivering proper customer service.
Ability to listen to customers and identify their needs and wants.
Knowledge of Business Banking support functions, including business loan referrals, Treasury Management, depository needs, cross-selling business products and services, and resolving customer issues.
Knowledge of bank functions and where to find information or answers.
Ability to multitask and change focus quickly without becoming overwhelmed.
Ability to work independently and remain self-motivated with minimal management oversight or supervision.
Professional communication skills when dealing with customers and bank employees.
Strong knowledge of bank products and services and the ability to present, explain, and sell products and services to meet customer needs.
Strong attention to detail, initiative, self-direction, and results orientation.
Ability to work as part of a team and assist staff with duties as needed.
Professional appearance and attitude.
Ability to accurately gather and process verbal and written information and inspect documents.
Ability to operate a computer and other office machinery efficiently.
Ability to travel to both assigned branches and in the community.

Nice To Haves

Five years of customer service, cash handling, banking, or retail experience.

Responsibilities

Manage relationships with existing and prospective customers, identifying opportunities to cross-sell products and services.
Achieve assigned production goals at both branch locations, individually or by branch.
Lead sales activities and coach both branch teams to meet branch and individual goals.
Oversee day-to-day operations at both branches, including retail staff, transactional services, new accounts, consumer lending, business banking support, and customer service standards.
Provide daily direction and coaching to branch teams.
Ensure adherence to branch policies and procedures, including opening and closing procedures, cash items, night/day drop, and CTR requirements.
Manage staffing at both locations, maintain appropriate coverage, ensure required lunch breaks, and keep overtime to a minimum.
Split time equally between the two branches unless otherwise needed, and open and/or close one assigned branch each day unless otherwise scheduled.
Communicate and implement operational changes with employees at both branches in a timely manner.
Oversee training for Universal Tellers and ensure completion of training plans or modules.
Evaluate Universal Teller performance annually or more frequently as determined by management.
Update the Senior Retail Officer on employee issues, customer issues, and operational changes.
Complete required training programs for the Branch Manager II role.
Assist customers with banking needs, including transactions, account opening, consumer loans, and business banking.
Refer customers to other bank areas, including Commercial, Mortgage, and Investment divisions, as appropriate.
Identify and execute cross-selling opportunities and maintain customer contact to offer suitable products, services, financial advice, and assistance.
Conduct customer and bank transactions accurately, efficiently, and professionally, meeting bank service standards.
Manage service, cross-selling, transactional, and other required key performance indicator goals.
Protect customer and bank information, follow privacy and information security policies, and maintain branch security standards.
Represent the Bank professionally in the community and develop a professional community presence.
Select and develop team members, support onboarding and ongoing training, facilitate cross-training, and encourage professional development.
Coach, mentor, and provide timely feedback through continuous two-way communication; establish clear expectations, goals, and timelines.
Foster continuous improvement and accountability, listen to feedback, and address issues or conflicts constructively and promptly.
Review and approve timecards and benefit time for direct reports, ensuring appropriate staffing and coverage.
Conduct regularly scheduled one-on-one meetings with direct reports.
Keep job descriptions current and accurately reflective of duties, skills, and experience needed for staffing and recruitment.
Maintain compliance with regulations and bank policies and procedures, including BSA and OFAC requirements.
Support, uphold, and model the organization’s core values and standards.
Complete other duties assigned by management that are reasonable and beneficial.