Citizens Branch Manager

Citizens•Troy, MI

About The Position

At Citizens, the Branch Manager (BM) builds lasting customer relationships and delivers exceptional experiences to drive customer loyalty and support business growth. The BM leads branch performance, sales growth, and colleague and customer experience, establishing a customer-centric culture through inspirational leadership, collaborative partnerships, and sound operational practices. The role coaches colleagues to meet individual and collective performance and sales goals, using solutions that address customer needs and demonstrate product and service value. The BM promotes mobile and online banking in a digital-first environment, develops colleagues and a diverse talent pipeline, and implements coaching plans that support personal and branch-wide goals. The BM communicates business priorities, owns branch execution and outcomes, and uses financial acumen and strategic insights to guide decisions. The role directs colleague and sales activities to meet and exceed targets and serves as a visible brand ambassador, engaging with the local community to build and deepen customer relationships.

Requirements

High school diploma or equivalent.
Leadership experience, including the ability to coach and develop colleagues to drive sales excellence, deliver world-class customer service, and maintain operational integrity in a high-volume branch environment.
Four years of sales management experience in a retail or branch banking environment.
A successful record of managing objectives related to sales goals, deadlines, and branch goals in a profit-and-loss environment.
Ability to maintain strong partnerships with community and civic organizations.
Must meet and comply with SAFE Act requirements, including successfully completing required background checks and obtaining a unique identifier from the NMLS.

Nice To Haves

Associate’s or bachelor’s degree.
Retail banking experience.
Talent sourcing and assessment experience.

Responsibilities

Lead branch performance, sales growth, and colleague and customer experience.
Build and sustain a customer-centric culture through leadership, collaborative partnerships, and sound operational practices.
Coach and develop colleagues to achieve individual and collective performance and sales goals.
Show customers how to use mobile and online banking platforms.
Build a diverse talent pipeline and develop colleagues to meet evolving business needs.
Implement coaching plans that support personal and branch-wide goals.
Communicate business priorities to colleagues and guide branch execution and outcomes.
Use financial acumen and strategic insights to guide decisions and direct colleague and sales activities toward branch targets.
Engage with community and civic organizations to build new customer relationships and deepen existing ones.
Deliver an exceptional customer experience, as reflected in customer satisfaction surveys.