Branch Retail Manager

SOUTHERN BANK•Arnold, MO

18d•Onsite

About The Position

The Branch Retail Manager is responsible for the overall sales, production, profitability, operations, product sales, customer service, community involvement, security, and safety of a retail branch in accordance with the Bank’s objectives. The manager develops deposit business, builds and retains customer relationships, promotes a strong sales and service culture, and works toward individual and branch goals through sales, referrals, and relationship retention. The role provides leadership, training, and supervision, and delegates daily operations to branch personnel as needed. The manager leads customer acquisition and retention, develops business opportunities with loan officers or community bank presidents, resolves customer complaints, and ensures customers are informed about available banking channels and products. The position also oversees staff hiring and employee matters, training, coaching, performance reviews, and recognition. The manager plans and monitors branch activities and performance, seeks ways to improve profitability and deposit growth, maintains operational and regulatory knowledge, and oversees branch security and training. The role may require assistance at other branches and a schedule that includes overtime, nights, weekends, or holidays. Southern Bank team members are described as a family rooted in the communities they serve, working together with innovative ideas and strong products. Team members are expected to protect the confidentiality of customers’ non-public personal information and secure information systems in compliance with bank regulations.

Responsibilities

Lead efforts to acquire, expand, and retain customer relationships, including partnering with loan officers or community bank presidents on business development strategies and participating in business calls.
Develop new customer relationships and retain or expand existing ones by identifying customer needs, cross-selling products, and working with internal team members as appropriate.
Educate customers about available access channels and banking products and services.
Take responsibility for customer complaints and problems through prompt and effective resolution.
Implement strategies to achieve sales benchmarks and objectives.
Prepare and compile complex new-customer information to open accounts, including commercial and business checking, individual accounts, retirement accounts, trusts, estates, IOLTAs, and representative payee accounts.
Maintain knowledge of applicable banking regulations, including the Bank Secrecy Act, Regulation CC, Regulation E, customer privacy, and information security.
Maintain proficiency in bank products and services, including internet banking, bill pay, mobile banking, mobile deposits, and card valet.
Participate in business development activities such as outreach calls, community events, group activities, and meetings with local businesses.
Maintain trustworthiness, professionalism, confidentiality, and honesty in dealings with internal and external customers.
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 in coordination with the Regional Operations Coordinator.
Work with the Community Bank President to promote teamwork and a positive customer experience through branch communications, huddles, and meetings.
Motivate employees by incorporating the Bank’s Patch and branch goals into daily communications and recognizing staff contributions.
Coach and develop branch team members’ sales and service skills; observe employees and provide ongoing formal and informal coaching.
Determine employee performance appraisals and ratings, deliver performance reviews, and recommend merit increases for direct reports.
Plan, coordinate, and monitor branch operations and activities, 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 procedures for ATM/ITM settlement, night depository, vault cash, safe deposit, opening and closing, cash ordering, and cash shipment preparation and receipt.
Maintain reliable attendance and work a schedule that may include overtime, nights, weekends, and holidays.
Assist at other branches across Southern Bank’s footprint when asked.
Oversee branch security and related training.
Perform other duties as assigned.
Protect the confidentiality of customer non-public personal information and secure information systems in compliance with bank regulations.