Citizens Branch Manager

Citizens•Rochester, NH

About The Position

The Branch Manager leads a team to exceed customer expectations, build lasting customer relationships, and advance branch business goals. The role is accountable for branch performance, sales growth, and colleague and customer experience, using inspirational leadership, collaboration, and sound operational practices to foster a customer-centric culture. The Branch Manager coaches colleagues toward individual and team performance and sales goals, provides solutions that address customer needs, and demonstrates the value of products and services. The role supports a digital-first banking environment by helping customers use mobile and online banking. It also develops colleagues and a diverse talent pipeline, implements coaching plans, communicates business priorities, and uses financial acumen and strategic insight to guide branch execution and results. As a visible brand ambassador, the Branch Manager engages with the local community to develop new customer relationships and strengthen existing ones. Candidates must meet applicable SAFE Act requirements, including required background checks and obtaining a unique identifier from the NMLS.

Requirements

High school diploma or equivalent.
Leadership experience, including the ability to coach and develop colleagues to drive sales excellence, deliver high-quality 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 record of managing objectives, meeting sales goals and deadlines, and achieving branch goals in a profit-and-loss environment.
Ability to deliver an exceptional customer experience validated through customer satisfaction surveys.
Ability to maintain strong partnerships with community and civic organizations.
Must meet SAFE Act requirements, including 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 the branch team in exceeding customer expectations and building lasting customer relationships.
Drive branch performance, sales growth, and a strong colleague and customer experience.
Coach and develop colleagues to achieve individual and team performance and sales goals.
Promote solutions that address customer needs and demonstrate the value of products and services.
Showcase mobile and online banking platforms to customers in a digital-first environment.
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 direct colleague and sales activities toward branch targets.
Use financial acumen and strategic insight to guide branch decisions, execution, and outcomes.
Engage with the local community and maintain partnerships with community and civic organizations to develop and deepen customer relationships.
Maintain operational integrity and deliver an exceptional customer experience.