Citizens Branch Manager

Citizens•West Norriton Township, PA

13d

About The Position

At Citizens, the Branch Manager (BM) builds relationships and delivers exceptional customer experiences to drive loyalty and support business acquisition, retention, and growth. The BM leads branch performance, sales growth, and colleague and customer experience, fostering a strong customer-centric culture through inspirational leadership, collaborative partnerships, and sound operational practices. The BM coaches colleagues to meet individual and collective performance and sales goals, offering solutions that address customer needs and demonstrate product and service value. The role promotes mobile and online banking in a digital-first environment, develops colleagues and a diverse talent pipeline, and uses coaching plans to support performance and growth. The BM communicates business priorities, owns branch execution and outcomes, and applies financial acumen and strategic insight to achieve targets. As a visible brand ambassador, the BM engages with the local community to build and strengthen customer relationships.

Requirements

High school diploma or equivalent.
Leadership experience with a proven ability to coach and develop colleagues to drive sales excellence, world-class customer service, and operational integrity in a high-volume branch environment.
Four years of sales management experience in a retail or branch banking environment.
A successful record of managing objectives, meeting sales and branch goals and deadlines in a profit-and-loss environment.
Ability to deliver an exceptional customer experience validated through customer satisfaction surveys.
Ability to maintain strong partnerships with community and civic organizations.
Must meet SAFE Act requirements, including successful completion of required background checks and obtaining a unique identifier from the NMLS.

Nice To Haves

Associate’s or bachelor’s degree.
Retail banking experience.
Talent sourcing and assessment experience.

Responsibilities

Lead branch performance, sales growth, and colleague and customer experience.
Build a customer-centric culture through inspirational leadership, collaborative partnerships, and sound operational practices.
Coach and develop colleagues to achieve individual and collective performance and sales goals.
Promote mobile and online banking platforms to customers in a digital-first environment.
Build a diverse talent pipeline and develop colleagues to meet evolving business needs.
Implement coaching plans that support colleague performance and growth.
Communicate business priorities to colleagues and empower them to execute confidently.
Own branch execution and outcomes, using financial acumen and strategic insights to guide decisions.
Direct colleague and sales activities to meet and exceed key targets.
Engage with the local community to cultivate new customer relationships and deepen existing ones.
Maintain partnerships with community and civic organizations.
Deliver exceptional customer experiences and support customer satisfaction.