Martha's Vineyard Area

Rockland Trust•Falmouth, MA

21h•$75,000 - $80,000

About The Position

The Branch Manager oversees a small to midsize retail banking center or express branch and leads the branch team in delivering an exceptional, customer-centric experience. The manager builds, coaches, develops, leads, and motivates employees to meet branch goals and sales and service standards, using a needs-based consultative sales approach. The role is responsible for fostering teamwork, developing sales opportunities, retaining and cross-selling business, and connecting customers with appropriate banking and financial services. The Branch Manager ensures consistent customer service across in-person, phone, and digital interactions, promotes technology and self-service channels, and resolves customer issues. The role also maintains branch operational integrity and compliance, represents the bank in community activities, and models the bank’s values and customer promises.

Requirements

At least 2 years of previous retail banking or retail sales management experience.
Outstanding verbal and written communication skills and strong leadership ability.
Thorough understanding of the requirements for a successful sales and service organization.
High level of professionalism and ability to act ethically in all transactions and interactions.
Ability to work within normal office requirements, including long periods of standing and continuous customer support.
Willingness and ability to work a flexible week that may include weekends, as customer needs dictate.
Ability to complete required onboarding, job-specific, compliance, regulatory, operational, and continuing education training within established timeframes.

Nice To Haves

College degree in business or finance, or equivalent experience.

Responsibilities

Oversee a small to midsize retail banking center or express branch.
Develop and maintain lobby management and customer outreach efforts to improve the customer experience inside and outside the branch.
Meet regularly with employees to ensure they are trained and motivated to achieve sales and service standards using a needs-based consultative sales approach.
Coach employee skills and results to meet or exceed customer experience, sales, and financial goals.
Foster teamwork and lead by example to inspire confidence, respect, and loyalty.
Select and develop employees through observational coaching, joint sales calls, defined sales activities, and consultative customer sales tools; track, document, and report sales performance.
Generate sales enthusiasm through leadership in branch sales and service production.
Ensure customers receive a World Class Customer Experience in interactions in person, by phone, and through digital channels.
Use traditional and digital networking and outbound calling to cultivate sales opportunities, retain and cross-sell business customers, and generate referrals.
Promote a ‘High Tech, High Touch’ environment by demonstrating technology and self-service options, including ATM, online banking, and mobile banking.
Partner with and refer business to other lines of business, including Business Banking, Commercial, Cash Management, Mortgage, Wealth Management, and Investment.
Maintain the bank’s operational integrity by ensuring appropriate controls over branch processes and regulatory requirements.
Promote the bank through CRA activities, community events, and active membership in a key business nonprofit organization in the market area.
Demonstrate the bank’s core values and customer promises, and respect, promote, and value diversity.
Assume additional responsibilities as assigned by Senior Management.