Branch Manager - North Andover

Eastern Bank•North Andover, MA

2d•$59,594 - $95,776

About The Position

The Branch Manager is responsible for the overall management of a mid-sized retail banking office. The role proactively sells bank products and services to existing customers and prospects, guides the sales efforts of the assistant manager and platform staff, ensures superior customer service, and manages daily branch operations. The manager leads sales and business-development efforts, builds commercial relationships through personal visits and outbound teleservicing, and represents Eastern Bank through community involvement and local business networks. The role also ensures sound branch operations and compliance with applicable bank policies, regulations, and laws, and collaborates with internal partners including HR, Wealth, Business Banking, and Consumer Lending. The Branch Manager develops staff through observation-based coaching, joint sales calls where appropriate, established coaching models, sales activities, and consultative customer-sales tools. The manager supports a positive team environment, addresses customer issues, promotes programs that strengthen customer relationships, manages customer-service standards, and conducts performance appraisals. The role requires an understanding of the teller function and independent decision-making, with appropriate guidance sought in situations involving policy ambiguity or unfamiliar employee matters.

Requirements

Basic business acumen and professionalism.
Strong written and verbal communication skills.
Ability to build relationships and strong alliances across the organization.
Flexibility and ability to adapt to change.
Ability to quickly learn the bank’s products and services and retain and build product knowledge.
Understanding of the broader banking business, including how banks make money and what makes products profitable.
Two to three years of management experience and proven leadership capabilities, preferably in retail banking.
A history of solid sales, service, and management successes.
Ability to work independently, multitask in a fast-paced environment, and demonstrate initiative.
Technical literacy.

Nice To Haves

Bachelor’s degree, or an equivalent combination of training and experience.
Management experience in a retail banking environment.

Responsibilities

Manage the overall operations of a mid-sized banking office.
Guide the assistant manager and platform staff toward individual sales objectives and established branch goals.
Coach sales staff through sales and service coaching sessions.
Conduct business-development activities, including personal visits and outbound teleservicing, to build commercial relationships.
Promote Eastern Bank through community involvement, local organizations, city and town events, and local business networks.
Ensure sound branch operations and compliance with bank policies, regulations, and applicable laws.
Collaborate with internal business partners, including HR, Wealth, Business Banking, and Consumer Lending.
Manage and develop branch staff through observational coaching, joint sales calls where applicable, coaching models, defined sales activities, and consultative customer-sales tools.
Lead by example and foster confidence, respect, loyalty, and a positive team environment.
Identify, report, and resolve customer issues; promote programs that strengthen customer relationships; and manage customer-service standards in accordance with established guidelines.
Apply staff-management policies and address performance issues; prepare and deliver staff performance appraisals.
Develop or maintain a full understanding of the teller function.
Make management decisions that balance policy and procedure with sound judgment, seeking guidance when needed.