Branch Retail Manager

SOUTHERN BANK•Boonville, MO

10d•Onsite

About The Position

Responsible for the overall sales, production, and profitability of the retail branch, including operations, product sales, customer service, community involvement, security, and safety in accordance with the Bank’s objectives. The manager develops new deposit business, promotes strong customer relations and a sales-and-service culture, and works toward individual and branch goals through new business sales, referrals, and relationship retention. The role provides leadership, training, and supervision, and delegates day-to-day operations to branch personnel as needed. The Branch Retail Manager leads customer acquisition, growth, and retention; supports business development with Loan Officers or Community Bank Presidents; identifies customer needs and cross-selling opportunities; promotes available banking access channels; and takes responsibility for resolving customer complaints. The manager maintains knowledge of bank regulations, products, services, and branch procedures, and participates in community and business development activities. The position manages and develops branch staff, including hiring-related applicant review, employee issue resolution, training, coaching, supervision, performance reviews, and merit recommendations. It plans and monitors branch operations and results, looks for opportunities to improve profitability and deposit growth, and oversees branch security and training. The role may require travel or assistance at other branches and a schedule that includes overtime, nights, weekends, or holidays.

Requirements

Associate’s degree, or a high school diploma or equivalent with five years of banking or finance sales and customer service experience.
Ability to think strategically and put organizational plans into action.
Excellent understanding of the Bank’s products and services.
Familiarity with marketing techniques, such as cold-calling, to build a customer base.
Proficiency in business products such as Cash Management and Remote Deposit Capture.
Positive and helpful attitude toward internal and external customers.
Good interpersonal communication skills, including the ability to communicate effectively, understand procedures, and speak clearly with customers, employees, and supervisors.
Experience managing people in a goal-setting environment where compensation was goal-driven and involved multiple product sales.
Good computer skills.
Excellent customer service skills.
Ability to maintain trustworthiness, professionalism, confidentiality, and honesty when dealing with internal and external customers.

Responsibilities

Lead efforts to acquire, expand, and retain customer relationships, including business development planning and business calls with Loan Officers or Community Bank Presidents.
Develop new customer relationships and expand or retain existing ones by identifying opportunities, cross-selling products, and working with internal team members as needed.
Educate customers on available access channels and resolve customer complaints promptly, remaining responsible for issues until resolved.
Implement strategies to achieve sales benchmarks and objectives.
Prepare and compile complex new-customer information for account openings, including business and commercial checking, individual and retirement accounts, trusts, estates, IOLTA accounts, and representative payee accounts.
Maintain knowledge of banking regulatory requirements, products, services, and digital banking tools.
Participate in business development activities such as phone outreach, community events, group activities, and meetings with local businesses.
Review applicant and employee qualifications and ensure nondiscriminatory treatment in hiring, promotion, transfer, and termination actions.
Address and resolve employee issues; facilitate training on branch initiatives, marketing, and new products with the Regional Operations Coordinator.
Promote teamwork and a positive customer experience through branch communications, huddles, and meetings.
Motivate employees, recognize contributions, and incorporate Bank and branch goals into daily communications.
Coach and develop branch team members’ sales and service skills; observe employees and provide ongoing formal and informal coaching.
Determine performance appraisals and ratings, deliver performance reviews, and recommend merit increases for direct reports.
Plan, coordinate, and monitor branch activities and operations, including sales, customer service, and performance against plans and objectives.
Identify opportunities to improve branch profitability and deposit growth.
Serve as the branch expert on retail products and services and maintain working knowledge of loan products.
Maintain knowledge of ATM/ITM settlement, night depository, vault cash, safe deposit, opening and closing procedures, cash ordering, and cash shipment preparation and receipt.
Oversee branch security and provide security training.
Maintain reliable attendance and work schedules that may include overtime, nights, weekends, and holidays.
Assist at various branches across Southern Bank’s footprint when requested.
Perform other assigned duties.
Protect the confidentiality of customers’ non-public personal information and secure information systems in compliance with bank regulations.