Branch Retail Manager

SOUTHERN BANK•Kimberling City, MO

4d•Onsite

About The Position

The Branch Retail Manager is responsible for the overall sales, production, and profitability of a retail bank 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 relationships, and builds a sales and service culture through staff coaching, guidance, and motivation. The role pursues individual and branch goals through new business sales, referrals, and account retention, and provides leadership, training, and supervision while delegating day-to-day operations as appropriate. The position leads efforts to acquire, expand, and retain customer relationships; supports business development and community engagement; handles customer complaints through resolution; and maintains knowledge of bank products, services, and regulatory requirements. It also manages branch personnel, including hiring-related qualification review, issue resolution, training, coaching, performance reviews, and recommendations for merit increases. The manager plans, coordinates, and monitors branch activities and performance, seeks opportunities to improve profitability and deposit growth, serves as a retail-products expert, and oversees branch security. The role requires reliable attendance and may involve overtime, nights, weekends, holidays, and assisting at other branches across the Bank’s footprint.

Requirements

Associate’s degree, or a high school diploma or equivalent with five years of banking/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 help 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 clearly with customers, employees, and supervisors and understand procedures.
Experience managing people in a goal-setting environment with goal-driven compensation and multiple product sales.
Good computer skills.
Excellent customer-service skills.
Ability to work a schedule that may include overtime, nights, weekends, and holidays.

Responsibilities

Lead the acquisition, expansion, and retention of customer relationships, partnering with Loan Officers or Community Bank Presidents on business development strategies and calls.
Identify customer needs and opportunities, cross-sell products and services, and work toward individual and branch goals.
Educate customers on available access channels and resolve customer complaints and problems promptly through resolution.
Implement strategies to achieve sales benchmarks and objectives.
Prepare and compile complex customer information for new accounts, including business and personal accounts, retirement accounts, trusts, estates, IOLTA accounts, and representative payee accounts.
Maintain knowledge of bank regulatory requirements, products, and services.
Participate in business development activities such as outreach calls, community events, group activities, and meetings with local businesses.
Review applicant and employee qualifications and ensure hiring, promotion, transfer, and termination actions are nondiscriminatory.
Address and resolve employee issues and facilitate training on branch initiatives, marketing, and new products.
Promote teamwork and a positive customer experience through branch communications, huddles, and meetings.
Motivate, coach, supervise, and develop branch employees’ sales and customer-service skills.
Conduct performance reviews, determine performance ratings, and recommend merit increases for direct reports.
Plan, coordinate, and monitor branch operations and performance against established plans and objectives.
Identify opportunities to improve branch profitability and deposit growth.
Maintain knowledge of branch procedures, including ATM/ITM settlement, night depository, vault cash, safe deposit, opening and closing, cash ordering, and cash shipments.
Oversee branch security and provide security training.
Maintain reliable attendance and work schedules that may include overtime, nights, weekends, and holidays.
Assist at other branches across Southern Bank’s footprint when asked.
Perform other duties as assigned.
Protect customer non-public personal information and secure information systems in compliance with bank regulations.