Branch Manager North Andover Branch

Rockland Trust Company•North Andover, MA

About The Position

The Branch Manager leads a small to midsize retail banking center or express branch, driving branch performance and delivering an exceptional customer experience. The role involves building, coaching, developing, and motivating a team; establishing sales and service standards; and creating a customer-focused environment that identifies and addresses customers’ financial needs. The manager is also responsible for resolving customer issues, developing sales opportunities, maintaining operational and regulatory controls, and representing the bank in the community. The position promotes Rockland Trust’s relationship-focused approach and “High Tech, High Touch” service by demonstrating digital and self-service banking options, connecting customers with relevant bank services, and fostering a respectful, inclusive, collaborative team culture. The manager participates in community and CRA activities and may take on additional responsibilities assigned by Senior Management.

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 work week, which may include weekends, as customer needs dictate.
Ability to complete required onboarding, job-specific, compliance, regulatory, operational, and continuing education training programs 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 enhance 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 employees on skills and results to meet or exceed customer experience, sales, and financial goals.
Foster a positive teamwork climate and lead by example.
Select and develop employees through observational coaching, joint sales calls, defined sales activities, and consultative customer sales tools; track, document, and report sales performance.
Demonstrate leadership in branch sales and service production and generate sales excitement.
Ensure customers receive a World Class Customer Experience through in-person, telephone, and digital interactions.
Use 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 ATM, online banking, and mobile banking options.
Partner with and refer business to other lines of business, including Business Banking, Commercial, Cash Management, Mortgage, Wealth Management, and Investment.
Maintain operational integrity and ensure appropriate controls over branch processes and regulatory requirements.
Promote the bank through CRA activities, community events, and participation in a key local business or nonprofit organization.
Demonstrate the bank’s core values and customer promises, and respect, promote, and value diversity.
Assume additional responsibilities as assigned by Senior Management.