Branch Manager - Trafficway Branch Kansas City, MO

First National Bank•Kansas City, MO

1d•$66,659 - $113,319•Onsite

About The Position

The Branch Manager is accountable for the overall operational and business success of the assigned FNBO branch. This role leads, coaches, and oversees branch staff to deliver a high-quality customer experience, meet customer needs, and achieve company and business-unit goals. The manager plans budgets, controls expenses and staffing efficiency, directs branch operations, supports compliance, and coordinates business and community development activities. The Branch Manager coaches employees in customer advice and guidance, needs-based product conversations, sales performance, and customer outreach. The role includes managing the branch floor, monitoring customer satisfaction, hiring and performance accountability, change management, and ensuring that operational, regulatory, and risk requirements are met. The position is anticipated to be onsite at the posted location; work location may change based on business needs. The role requires S.A.F.E. Act registration with the Nationwide Mortgage Licensing System (NMLS), including meeting applicable financial responsibility, character, credit fitness, and criminal background standards, and ongoing regulatory requirements.

Requirements

Bachelor’s degree or equivalent experience.
Demonstrated leadership ability and management skills.
Previous work experience in a retail sales environment.
Oral and written communication skills.
Desire to meet the financial needs of customers and the community.
Ability to problem solve.
Must meet applicable S.A.F.E. Act/NMLS registration qualification and ongoing regulatory requirements, including financial responsibility, character, credit fitness, and background standards.

Nice To Haves

Previous management experience.
Previous retail banking experience.
Knowledge of bank products and services and branch functions.

Responsibilities

Work with the team to help meet budgeted company and business-unit targets.
Coach staff in customer advice and guidance, financial planning conversations, needs-based selling, and appropriate matching of products and services to customer needs.
Ensure product and service offerings are clearly explained and consistent with terms and conditions and the First National Operating Philosophy and IMPAX.
Run weekly 30-minute partner huddles and branch meetings or short team standups; recognize and engage employees.
Maintain the branch scorecard, coach employees on leading and lagging metrics, and discuss Retail Update Video messaging.
Demonstrate effective leadership and change management.
Observe employees and coach them on using the IMPAX model in customer conversations.
Manage the branch floor to support the intended customer experience, greet customers, minimize wait times, and adjust staffing resources as needed.
Perform banker and teller duties when needed.
Coach and hold the team accountable for timely, effective customer outreach using Salesforce; use career-development training plans and address performance issues with employees.
Monitor In Moment survey results, respond to issues, and coach toward a customer satisfaction score of 90%.
Use Banker and Teller Attributes in hiring and coaching, maintain sales accountability, and conduct regular employee conversations with coaching, feedback, and performance actions.
Apply performance plans when employees do not meet acceptable sales, advice, and guidance expectations.
Manage controllable expenses and minimize branch-initiated fee waivers; manage staffing efficiency to budgeted targets.
Ensure required DocuSign adoption levels for new accounts and account maintenance.
Minimize branch-controllable fraud, DDA charge-offs, and teller out-of-balance losses within leadership and finance targets.
Ensure account-opening criteria and transaction-processing procedures are followed and appropriate risk decisions are made.
Coach and manage staff to provide digital signature cards at least 80% of the time, and ensure hard-signed signature cards are scanned into FirstWork within 24 hours of opening or uploading new accounts.
Monitor Deposit/Customer workflows, the FIRE database, and other assigned error reports daily; identify and address issues within 48 hours of notification and resolve outstanding issues within 30 days.
Maintain branch cash and negotiable items according to bank standards.
Ensure direct reports and teams meet compliance requirements, including Incentive Plan rules, and address performance issues.
Ensure the branch achieves passing scores on all on-site and off-site assessments.
Notify the Market Director by email when working with HR and employees on performance plans and terminations.
Coordinate business and community development activities.