De Novo Financial Center Manager

BMO • San Bruno, CA

8d • $90,000 - $180,000

About The Position

The De Novo Financial Center Manager supports BMO’s branch expansion by helping launch new locations, shape team culture, and drive client growth. The role calls for creativity, business-development capability, an entrepreneurial mindset, and an emphasis on community and networking relationships.

The manager guides, directs, and coaches employees to provide exceptional customer service and advice aligned with customers’ financial objectives. The position leads branch sales, service, operations, and business development; develops and executes plans for growth, customer acquisition and retention, and wallet share; and collaborates with internal partners to improve customer outcomes and branch performance. It also oversees implementation of programs and initiatives, employee training, service standards, expenses, and resolution of customer issues.

The role maintains knowledge of banking products, industry trends, operational processes, technologies, performance metrics, and applicable regulations. It requires sound risk-aware decision-making, protection of confidential information, and reporting activity suspected of being related to money laundering. Broader duties may be assigned as needed.

For U.S. positions, the manager will act as a consumer-loan originator and must complete federal registration with the Nationwide Mortgage Licensing System and Registry. A criminal background review and credit history evaluation are required, and restrictions apply to performing in a real estate agent capacity.

Requirements

• Typically 5–7 years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.
• Previous supervisory or management experience.
• In-depth knowledge of retail banking products and services.
• In-depth knowledge of the competitive marketplace and trends in product offerings.
• In-depth knowledge of branch operational processes and policies.
• In-depth knowledge of branch technologies, processes, and performance metrics.
• In-depth knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• In-depth verbal and written communication skills.
• In-depth collaboration and team skills.
• In-depth analytical and problem-solving skills.
• In-depth influence skills.
• In-depth data-driven decision-making skills.
• For U.S. positions, federal registration with the Nationwide Mortgage Licensing System and Registry is required; a criminal background review and credit history evaluation are also required.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional service and meet sales, customer experience, and profitability goals.
• Foster a culture aligned with BMO’s purpose, values, and strategy, including diversity and inclusion, accountability, collaboration, and employee development.
• Attract, retain, develop, coach, and recognize talent, and address poor performance.
• Create business-development strategies and collaborate with BMO partners to grow branch revenue, sales, and customer satisfaction while minimizing operating losses.
• Develop and execute the branch business plan to grow the business and wallet share and achieve customer acquisition and retention objectives.
• Understand customers’ banking and credit card needs and provide strategic advice and relevant product or promotional information in their best interests.
• Conduct cold calls and develop community networks, referral sources, and relationships with key branch customers and prospects.
• Support and participate in community involvement and activities.
• Resolve customer issues using knowledge of bank services, products, and processes; escalate complex or unresolved situations when appropriate.
• Fulfill customer sales and service activities in accordance with approved procedures.
• Recommend and implement solutions based on analysis of issues and their business implications; assist in developing strategic plans and branch priorities.
• Work with internal stakeholders and colleagues to leverage sales, fulfillment, and referral opportunities and provide customers with full financial services.
• Monitor sales and service performance against plans, identify gaps and best practices, and implement action plans to resolve issues and close performance gaps.
• Communicate goals, plans, and assignments, and lead implementation of new branch programs, products, and processes.
• Coordinate national and regional sales and service initiatives and monitor service request and problem-resolution processes for adherence to standards.
• Provide technical training and support to branch employees and recommend improvements to operational and sales effectiveness.
• Plan and control unit operating expenses in accordance with forecasts.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Build effective relationships with internal and external stakeholders and ensure alignment among stakeholders.
• Maintain confidentiality of customer and Bank information, report suspicious patterns potentially related to money laundering, and comply with applicable legal and regulatory requirements.
• Apply BMO’s Risk Management Framework and Risk Culture, make informed decisions within approved risk appetite, protect assets, and follow applicable policies and laws.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• Performance-based incentives and discretionary bonuses may be included, depending on pay type.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager