Branch Supervisor

St. Mary's Bank•Manchester, NH

About The Position

Overview Under the direction of the Member Experience Manager, I/II, the Member Experience Supervisor I, is responsible for leading and managing a team dedicated to providing exceptional service to members. The Supervisor oversees daily operations, ensuring that members' needs are met efficiently, and enhancing the overall member experience. The branch deposit portfolio is less than $75mm and under $5mm for year one of a new branch. Key Responsibilities • Supervise, mentor, and support a branch team. • Oversee daily operations to ensure smooth workflow and adherence to service standards. • Handle escalated member inquiries and complaints, providing timely and effective resolutions. • Process transactions accurately and efficiently according to balance guidelines. • Monitor and evaluate the performance of the team, providing regular feedback and assessing goals and development plans. • Conduct regular training sessions to enhance team skills and knowledge. • Identify areas for process enhancement and implement solutions to improve efficiency and service quality. • Provide coverage and oversight of Sales and Service functions in order to assist in meeting the branch goals. • Prepare and present reports on team performance and member satisfaction metrics. • Ensure adherence to company policies, procedures, and regulatory requirements. • Lead special projects and initiatives aimed at improving the member experience. Core Skill Competencies • Communication: Clear and effective communication skills, both written and verbal. • Leadership: Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance. • Member Focus: Commitment to delivering exceptional member service and enhancing the member experience. • Problem-Solving: Effective problem-solving skills to address and resolve member issues promptly. • Organizational: Ability to manage multiple tasks and priorities in a fast-paced environment. • Interpersonal: Strong relationship-building skills to foster a positive team environment and collaborate with other departments. • Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications. • Risk Management: Identify and mitigate risks. Physical Demands • Prolonged periods sitting at a desk and working on a computer. • Occasional lifting of office supplies, up to 30 pounds. • Occasional travel may be required for events, meetings, or conferences. Qualifications • High school diploma required, associate's degree preferred or equivalent work experience. • Minimum of 2 years supervisory experience or as a Teller III/Member Experience Specialist. • Proficient understanding of sales and daily branch operations as it relates to teller and branch operational functions. • Knowledge of deposit and loan products required. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Requirements

High school diploma required, associate's degree preferred or equivalent work experience.
Minimum of 2 years supervisory experience or as a Teller III/Member Experience Specialist.
Proficient understanding of sales and daily branch operations as it relates to teller and branch operational functions.
Knowledge of deposit and loan products required.
Clear and effective communication skills, both written and verbal.
Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.
Commitment to delivering exceptional member service and enhancing the member experience.
Effective problem-solving skills to address and resolve member issues promptly.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Strong relationship-building skills to foster a positive team environment and collaborate with other departments.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.
Identify and mitigate risks.

Responsibilities

Supervise, mentor, and support a branch team.
Oversee daily operations to ensure smooth workflow and adherence to service standards.
Handle escalated member inquiries and complaints, providing timely and effective resolutions.
Process transactions accurately and efficiently according to balance guidelines.
Monitor and evaluate the performance of the team, providing regular feedback and assessing goals and development plans.
Conduct regular training sessions to enhance team skills and knowledge.
Identify areas for process enhancement and implement solutions to improve efficiency and service quality.
Provide coverage and oversight of Sales and Service functions in order to assist in meeting the branch goals.
Prepare and present reports on team performance and member satisfaction metrics.
Ensure adherence to company policies, procedures, and regulatory requirements.
Lead special projects and initiatives aimed at improving the member experience.