Branch Manager III

Middlesex Savings Bank•Wayland, MA

1d•Onsite

About The Position

The Branch Manager III is responsible for representing Middlesex Savings Bank to the public and its employees, promoting the Bank's core values and mission. This role focuses on customer and employee experience, staff development, operational excellence, achieving performance goals, sound decision-making, and commitment to the success of the Bank and team. The Branch Manager III oversees a medium or large branch, ensuring effective and efficient operations. They manage staff and schedules, coordinate and delegate work, develop and support branch service and sales goals, assist staff in meeting goals, conduct customer transactions, and recommend products and services aligned with Bank objectives.

Requirements

Bachelor's Degree or its equivalent is required
5+ years of branch banking experience or similar customer service related position within banking is required
3+ years of management experience is required
Strong management, customer service, business development and problem resolution skills.
Demonstrated leadership ability.
Demonstrated organizational, communication, and interpersonal skills.
Must possess strong attention to detail.
Must possess at least intermediate technology skills, including knowledge of Microsoft Office applications.
Must demonstrate initiative and ability to make decisions independently.
Must demonstrate knowledge of bank and branch security procedures.
Must be able to work extended and weekend hours.
Scheduling and work location flexibility required.
Must be able to sit for extended periods of time.
Must be able to lift and carry at least 25 pounds.
Must attain designation of Notary Public within 6 months

Responsibilities

Managing the customer experience within the branch, understanding customer needs and expectations, and ensuring team members offer appropriate products and services.
Developing new business by establishing and growing customer relationships and ensuring staff do the same, including utilizing business partners.
Using knowledge of communication styles to de-escalate difficult customer situations and ensure understanding with staff and customers.
Mentoring others to develop communication and interaction skills.
Acting as an advocate for the customer experience within the division, participating in or leading CX related initiatives or projects.
Developing staff skills and expertise by setting clear expectations and objectively assessing competencies, including performance evaluations.
Ensuring staff have the necessary tools, product knowledge (including digital products), and understanding of policies and procedures to support the customer experience.
Using coaching skills to develop staff and holding them accountable for performance.
Mentoring supervisors in effective coaching for optimal employee development.
Handling constructive action and difficult employee situations, collaborating with HR.
Making thoughtful hiring and promoting decisions, considering long-term succession.
Acting as a staff development resource for other managers in the division.
Ensuring quality and accuracy of work, and that branch controls are effective and performed in a timely manner.
Balancing risk mitigation and procedural accuracy with customer expectations, making exceptions appropriately.
Effectively handling escalated issues from their own branch or other branches.
Ensuring staff demonstrate operational expertise and understanding of policies, procedures, and risks.
Working with branch supervisors to develop their proficiency with branch controls and security.
Utilizing tools to monitor staffing levels and increase efficiency while maintaining service levels.
Acting as a resource for branch staff for all operational questions and issues.
Performing all duties in accordance with prescribed compliance, security, and risk protocols.
Maintaining proficiency in regulatory compliance and industry developments and apprising staff.
Complying with all Bank policies, including those pertaining to confidentiality, email, and others.
Leading by example as an active part of the branch and region teams.
Performing the functions of an Assistant Branch Manager, Senior Banker or Banker as necessary and appropriate.
Inspiring the team to adopt a shared vision and objectives in support of the Bank’s strategic goals.
Taking personal ownership and accountability for their performance and that of their team.
Acting as a resource to their own team and others within the division.
Participating in or leading projects and initiatives as appropriate.
Serving as a mentor to other managers or team members.
Following through on tasks and assignments; managing time and priorities effectively and demonstrating flexibility.
Expressing ideas well and clearly; using professional written, verbal, and electronic communications.
Managing the branch facility and representing the Bank in the branch community, including participating in various community activities.
Fostering relationships within the branch community and keeping self and management apprised of relevant events or opportunities.
Representing the Bank as a volunteer or leader in local community organizations.
Making decisions dependably and consistently in alignment with the values and standards of the Bank.
Focusing on performance and development goals and using planning to drive results.
Drawing on knowledge, experience, and insights and recommending solutions when raising problems or issues.
Thinking ahead to act on future opportunities and challenges.
Developing decision-making skills in supervisors and staff by demonstrating sound practices and coaching team members.
Performing functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers and co-workers.
Performing other related and unrelated duties as required.