Branch Manager II

Eastern Bank•East Greenwich, RI

2d•Onsite

About The Position

In a Retail bank branch, proactively sells the bank’s products and services to existing customers and prospects, guides the sales efforts of the platform team, ensures superior customer service levels, and manages the daily operations. Responsible for the overall management of a mid-sized banking office. Proactively guides the sales activities of the assistant manager and platform staff toward achievement of their personal sales objectives, as well as established branch goals. Through tested techniques, engages in sales and service coaching sessions with sales staff. Conducts business development activities to include personal visits and outbound teleservicing as components of overall responsibility for building commercial relationships. Promotes Eastern Bank through community involvement via memberships in local organizations (i.e. Chamber of Commerce, Rotary, etc.), participation in city/town events, engaging local business networks, and the like. Ensures sound branch operations and compliance. Complies with all bank policies, regulations, and laws applicable in carrying out responsibilities for both staff and self. Effectively collaborates with internal business partners (HR, Wealth, Business Banking, Consumer Lending, etc.) to ensure branch success. Manage and develop branch staff through observational coaching sessions, joint sales calls where applicable, using the coaching models, defined sales activities, and consultative customer sales tools. Leads by example and inspires confidence, respect, loyalty and ensures a positive team environment among staff. Proactively identifies, reports, and resolves customer issues to ensure a positive customer experience, actively promotes programs that solidify the customer relationship, and manages customer service standard levels within the branch, adhering to established guidelines. Consistently applies policies for routine aspects of staff management, and as performance issues arise. Prepare and deliver performance appraisals for staff. Expected to have / gain full understanding of the teller function. Balancing policy and procedure with appropriate judgement, and with limited direction, makes management decisions that are mutually beneficial to the bank and the customer. Incumbent seeks appropriate guidance when dealing with policy ambiguity, unfamiliar employee situations, etc. Incumbent must have the ability to work independently, multi-tasking in a fast-paced environment. Individual should be an outgoing self-starter and be technically literate.

Requirements

Basic business acumen and professionalism.
Strong written and verbal communication skills.
Ability to build relationships and strong alliances across the organization.
Flexibility and ability to adapt to change.
Ability to quickly learn all products and services offered by the bank.
Retain and build upon product knowledge base as a member of the division’s management team.
Understand the “big picture” in banking.
2-3 years of management experience and proven leadership capabilities required, preferably in a retail banking environment.
History of solid sales, service, and management successes.

Nice To Haves

Bachelor’s degree preferred, or equivalent combination of training and/or experience.

Responsibilities

Overall management of a mid-sized banking office.
Guide sales activities of assistant manager and platform staff towards achievement of personal sales objectives and branch goals.
Conduct sales and service coaching sessions with sales staff.
Conduct business development activities including personal visits and outbound teleservicing to build commercial relationships.
Promote Eastern Bank through community involvement.
Ensure sound branch operations and compliance with all bank policies, regulations, and laws.
Collaborate with internal business partners (HR, Wealth, Business Banking, Consumer Lending, etc.) to ensure branch success.
Manage and develop branch staff through observational coaching, joint sales calls, and using coaching models.
Lead by example and inspire confidence, respect, and loyalty, ensuring a positive team environment.
Identify, report, and resolve customer issues to ensure a positive customer experience.
Promote programs that solidify customer relationships and manage customer service standards.
Apply policies for staff management and address performance issues.
Prepare and deliver performance appraisals for staff.
Gain full understanding of the teller function.