De Novo Financial Center Manager

BMO • Long Beach, 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, shaping team culture, building community relationships, and driving client growth. The manager guides, directs, and coaches employees to provide exceptional service and advice in customers’ best interests while achieving branch sales, service, customer experience, and profitability goals in compliance with applicable laws, regulations, and Bank policies.

The role develops and executes the branch business plan, builds community and referral networks, acquires and retains customers, and grows branch revenue and share of wallet. It leads the implementation of programs, products, processes, and sales and service initiatives; monitors branch performance and operating expenses; and provides employees with training, support, coaching, and career development. The manager also resolves customer issues, maintains knowledge of banking products and industry trends, protects confidential information, and identifies and reports suspicious activity.

In the U.S., this position originates consumer loans under applicable regulations and requires 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 the U.S. role, federal registration with the Nationwide Mortgage Licensing System and Registry is required; the Bank will provide instruction on registration requirements.
• For the U.S. role, a criminal background review and credit history evaluation are required; restrictions apply to performing in a real estate agent capacity.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional service and advice to customers and prospects.
• Foster a team culture aligned with BMO’s purpose, values, and strategy, including diversity and inclusion.
• Set goals, clarify expected outcomes and accountability, build collaborative teams, attract and retain talent, and support employee development and performance.
• Create business development strategies and collaborate with BMO partners to grow the business, maximize revenue and customer satisfaction, and minimize operating losses.
• Develop and execute the branch business plan to grow the business and share of wallet and meet customer acquisition and retention objectives.
• Understand customers’ personal banking and credit card needs and integrate relevant promotions and programs into customer conversations.
• Conduct cold calls, develop community networks and referral sources, participate in community activities, and maintain relationships with key branch customers and prospects.
• Resolve customer issues and fulfill sales and service activities in accordance with approved procedures; escalate complex or unresolved situations when appropriate.
• Recommend and implement solutions based on analysis; assist in strategic planning and determine business priorities and execution sequence.
• Work with internal stakeholders and colleagues to leverage sales, fulfillment, and referral opportunities and ensure stakeholder alignment.
• Monitor sales and service performance against plans, identify gaps and trends, and implement action plans to address performance issues.
• Communicate goals, plans, and assignments to meet financial and customer service goals.
• Lead implementation of new branch programs, products, and processes and coordinate national and regional sales and service initiatives.
• Monitor service request and problem resolution processes for adherence to national standards.
• Provide technical training and support to branch employees and recommend operational and sales effectiveness improvements.
• Plan and control unit operating expenses in accordance with forecasts.
• Maintain knowledge of personal banking and credit card industries, practices, and trends.
• Maintain effective relationships with internal and external stakeholders and protect the confidentiality of customer and Bank information.
• Identify and report suspicious activity that may be related to money laundering and comply with applicable legal and regulatory requirements.
• Apply BMO’s Risk Management Framework and make sound, risk-informed decisions within approved risk appetite and applicable policies and laws.
• Provide specialized consulting, analytical, and technical support; exercise judgment to diagnose and solve problems; handle non-routine situations independently.
• Undertake broader work or accountabilities as assigned.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• The total compensation package may include performance-based incentives, discretionary bonuses, and other perks and rewards.
• Training and coaching, manager support, and network-building opportunities

What This Job Offers

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