Branch Manager

M&T Bank•Middletown, DE

22d

About The Position

The Branch Manager manages all activities of a branch and is responsible for the overall success of its operating model, including customer and employee experience, digital engagement, transactions and operations, servicing, sales, and prudent risk management. The role has personal production responsibility and leads the branch team in achieving annual sales and profitability goals and overseeing branch operations. The position reports to a Retail Regional Manager and manages a smaller branch team, averaging 4–5 FTEs, with a domiciled customer base of fewer than 2,500, fewer than 600 weekly transactions, and fewer than 125 weekly servicing interactions. The manager identifies Retail and Business Banking customers’ needs and uses the bank’s sales processes, tools, and resources to offer personalized short- and long-term solutions. The role independently sources and processes Business Banking loan requests up to $250,000, bundles products and services where appropriate, and is accountable for customer retention, household growth, prospecting, and follow-up. The Branch Manager maintains compliance with regulatory, operational, security, control, and audit requirements; protects customer and bank assets; and identifies and escalates risk issues. The manager helps employees recognize and respond to fraud trends and financial crimes, educates customers about evolving fraud risks, supports customers affected by fraud, and promotes fraud-prevention tools and safe digital practices. The manager must maintain Federal SAFE Act registration requirements and stay current on operational, product, and system changes. The role leads, coaches, develops, recruits, hires, onboards, and retains branch employees; manages performance and provides ongoing feedback; and fosters a customer-focused culture of accountability, engagement, and continuous development. The manager also represents the bank in the local community, builds partnerships with businesses and community organizations, and supports community engagement, financial education, and brand awareness. Other related duties may be assigned.

Requirements

Bachelor’s degree and at least 3 years of relevant experience; alternatively, a combined minimum of 7 years of higher education and/or work experience, including at least 7 years of relevant experience.
At least 3 years of sales experience.
At least 2 years of managerial experience.
Strong communication and interpersonal skills.
Demonstrated organization, time management, and prioritization skills.
Ability to meet and maintain Federal SAFE Act registration requirements.

Nice To Haves

Demonstrated experience in the banking industry.
Knowledge of the local community landscape and community involvement.
Demonstrated sales and business development experience and success.
Business Banking knowledge, including products, services, and client relationship management.
Customer service experience.

Responsibilities

Manage branch activities and the overall success of the branch operating model, including customer and employee experience, digital engagement, transactions and operations, servicing, sales, and risk management.
Lead the branch team in achieving annual sales and profitability goals and oversee overall branch operations.
Identify Retail and Business Banking customers’ needs and provide personalized short- and long-term solutions using sales processes, tools, and resources.
Independently source and process Business Banking loan requests up to $250,000.
Proactively bundle products and services as appropriate, and prospect and follow up with customers to support retention and household growth.
Ensure compliance with regulatory, operational, security, control, policy, procedure, and audit requirements.
Maintain a strong risk and control environment that protects customer and bank assets, and identify and escalate risk-related issues to management.
Equip employees to identify, escalate, and respond to fraud trends, scams, and financial crimes.
Educate customers about evolving fraud risks and available prevention tools, and guide customers affected by fraud through recovery and resolution resources.
Promote fraud-prevention tools, account monitoring services, digital security features, and protective practices.
Lead, coach, develop, mentor, recruit, hire, onboard, and retain branch employees.
Manage employee performance, provide ongoing feedback, and support career growth while reinforcing brand standards and bank priorities.
Foster a high-performing, customer-focused culture that promotes engagement, accountability, and continuous development.
Serve as the bank’s representative in the local community; build partnerships and participate in community events, networking, and philanthropic initiatives.
Identify opportunities to increase brand awareness, community engagement, customer acquisition, and financial education through local involvement.
Maintain internal control standards and implement internal and external audit points and applicable issues raised by external regulators in a timely manner.
Meet and maintain Federal SAFE Act registration requirements and remain current on operational, product, and system changes.
Complete other related duties as assigned.