De Novo Financial Center Manager

BMO•Walnut Creek, CA

3d•$90,000 - $180,000

About The Position

The De Novo Financial Center Manager guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. The role understands customer needs, provides advice on products and strategies to support customers’ financial objectives, identifies referrals to other business groups, and supports sales and service activities in accordance with customer experience and profitability goals, legal and regulatory requirements, and Bank policies and processes. In the U.S., the position originates consumer loans and requires Federal registration with the Nationwide Mortgage Licensing System and Registry. A criminal background review and credit history evaluation are also required, along with restrictions on performing in a real estate agent capacity. The manager fosters a team culture aligned with BMO’s purpose, values, and strategy; builds and develops talent; and leads branch business planning, business development, sales, customer service, operational performance, and implementation of programs and initiatives. The role develops customer and community relationships, helps grow branch revenues and customer relationships, monitors performance and expenses, and resolves customer issues. It also provides specialized consulting, analytical, and technical support, works independently on non-routine situations, and applies BMO’s Risk Management Framework and applicable policies, laws, and regulations. The position typically requires 5–7 years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience, as well as previous supervisory or management experience. In-depth knowledge of retail banking products and services, branch operations and technologies, competitive trends, performance metrics, and applicable regulations is required, along with strong communication, collaboration, analytical, problem-solving, influence, and data-driven decision-making skills.

Requirements

Typically 5–7 years of relevant experience and a post-secondary degree in a related field of study, 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 for consumer loan origination.
For U.S. positions, 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 customer service and meet sales and service goals.
Foster a culture aligned with BMO’s purpose, values, and strategy, including diversity and inclusion.
Attract, retain, develop, coach, and recognize employees; address poor performance and support career development.
Develop and execute a branch business plan to grow the business, wallet share, customer retention, and customer acquisition.
Create business development strategies, collaborate with BMO partners, and maximize branch revenues, sales, customer satisfaction, and referrals while minimizing operating losses.
Understand customers’ personal banking and credit card needs, and provide strategic advice and relevant product or promotion recommendations.
Conduct cold calls and maintain customer, prospect, and community relationships to generate business and referrals.
Support community involvement and participate in community activities.
Resolve customer issues and fulfill sales and service activities according to approved procedures; manage complex cases or escalate them as appropriate.
Analyze issues and business information, identify trends and strategic problems, and recommend or implement solutions.
Help develop strategic plans, determine priorities, and implement, review, and revise work plans.
Coordinate with internal stakeholders to leverage sales, fulfillment, and referral opportunities and ensure stakeholder alignment.
Monitor sales and service performance against plans, identify gaps and best practices, and implement action plans to resolve issues.
Communicate goals, plans, and assignments to achieve financial and customer service objectives.
Lead implementation of branch programs, products, and processes, and coordinate national and regional sales and service initiatives.
Monitor customer service request and problem resolution processes for adherence to national 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.
Maintain confidentiality of customer and Bank information; identify and report suspicious activity potentially related to money laundering.
Comply with applicable legal and regulatory requirements and apply BMO’s Risk Management Framework and approved risk appetite.
Broader work or accountabilities may be assigned as needed.