Branch Manager II (Multi Branches)

Bank of Tennessee•Nashville, TN

20d•Onsite

About The Position

The Branch Manager II manages the day-to-day operations of two assigned branches and is accountable for delivering an outstanding customer experience at both locations. The role develops new customer relationships and manages existing ones across loans, deposits, and Treasury Management services. It requires outbound customer contact, including external visits, prospect visits, and phone or face-to-face interactions. The manager identifies referral and cross-selling opportunities across bank departments, including Treasury Management, Mortgage, Investments, and Commercial, and oversees both branches’ portfolios, including deposit and loan exceptions and past-due accounts. As a visible representative of the Bank in the branches and community, the Branch Manager II is expected to maintain a positive, professional image and participate in the community. The role leads branch staff, sales activity, customer service, operations, staffing, training, and performance management across both locations while maintaining compliance with bank policies and applicable regulations.

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 team toward customer-service goals.
Ability to perform branch duties and support staff in delivering proper customer service.
Ability to listen and identify customer needs and wants.
Knowledge of Business Banking support functions, including business-loan and Treasury Management referrals, depository needs, cross-selling business products and services, and resolving customer issues.
Knowledge of bank functions and how to locate answers or information.
Ability to multitask and shift focus quickly without becoming stressed or overwhelmed.
Ability to work independently with minimal management oversight or supervision.
Professional communication skills with customers and bank employees.
Strong knowledge of bank products and services and ability to present, explain, and sell them according to customer needs.
Strong attention to detail, initiative, self-direction, and results orientation.
Ability to work as a team player and assist staff with duties as needed.
Professional appearance and attitude.
Ability to travel between both assigned branch locations and in the community to meet prospective business owners and customers.
Ability to gather and process verbal and written information accurately and inspect documents properly.

Responsibilities

Manage relationships with existing and prospective customers and identify opportunities to cross-sell products and services.
Achieve assigned production goals at both branch locations, individually or by branch.
Lead branch sales activities and coach teams toward branch and individual goals.
Oversee day-to-day operations at both branches, including retail staff, transactions, new accounts, consumer lending, business banking support, and customer service standards.
Provide daily direction and coaching to both branch teams.
Ensure compliance with branch operating policies and procedures, including opening and closing, cash items, night/day drop, and CTR procedures.
Manage staffing and coverage at both locations, ensure required lunch breaks, and keep overtime to a minimum.
Split time equally between the branch locations 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 defined by management.
Update the Senior Retail Officer on employee issues, customer issues, and operational changes.
Complete required training for the position, including Universal Teller, Consumer Lending, Business Banking support, customer service standards, procedures, and systems.
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.
Conduct customer and bank transactions accurately, efficiently, and professionally, meeting the Bank’s service standards.
Manage service, cross-selling, transactional, and other required performance goals.
Maintain customer contact to offer suitable products, services, financial advice, and assistance with financial needs.
Protect customer and bank information, follow privacy and information-security policies, and maintain branch security standards.
Represent the Bank professionally in the community.
Select and develop team members, deliver onboarding and ongoing training, facilitate cross-training, and support professional and career development.
Coach, mentor, and provide timely feedback through ongoing two-way communication; establish expectations, goals, and timelines and foster accountability and continuous improvement.
Listen to feedback and address issues or conflicts constructively and in a timely manner.
Review and approve direct reports’ timecards and benefit time while ensuring appropriate staffing and coverage.
Conduct regularly scheduled one-on-one meetings with direct reports.
Keep job descriptions current and accurate to support staffing and recruitment.
Maintain compliance with regulations and bank policies and procedures, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements.
Support, uphold, and model the organization’s core values and standards.
Complete other reasonable and beneficial duties assigned by management.