De Novo Financial Center Manager

BMO • Del Mar, CA

8d • $75,000 - $160,000

About The Position

BMO is hiring a De Novo Financial Center Manager to help launch new branch locations, shape team culture, and grow client relationships. The role guides, directs, and coaches employees to deliver customer-focused banking service and sales while meeting branch growth, customer experience, and profitability goals in compliance with legal and regulatory requirements and Bank policies. The manager advises customers on products and strategies aligned with their financial objectives and identifies referrals to other business groups.

The manager develops and executes a branch business plan, creates business development strategies, builds community networks and referral sources, and pursues new customer relationships, including through cold calls. The role leads branch employees, develops talent, monitors performance, manages operating expenses, and implements sales, service, and operational initiatives. It also supports customer issue resolution, maintains knowledge of retail banking and credit card practices, and works with internal and external stakeholders to acquire customers and deepen relationships.

In the United States, this role acts as an originator of 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. The position also requires maintaining customer and Bank information confidentiality, reporting suspicious activity that may relate to money laundering, and complying with applicable laws, regulations, and risk policies.

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. roles, federal registration with the Nationwide Mortgage Licensing System and Registry is required; the Bank will provide instructions on registration requirements.
• For U.S. roles, a criminal background review and credit history evaluation are required, and restrictions apply to performing in a real estate agent capacity.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional service and meet sales and customer service goals.
• Foster a culture aligned with BMO’s purpose, values, diversity, and inclusion commitments; set goals and accountability for outcomes.
• Attract, retain, develop, coach, and recognize employees, and address poor performance.
• Develop and execute a branch business plan and innovative strategies to grow business, revenues, customer satisfaction, retention, acquisition, and wallet share while minimizing operating losses.
• Advise customers on personal banking and credit card products and strategies that support their financial objectives; incorporate relevant promotions into customer conversations.
• Conduct cold calls, build community networks, participate in community activities, and maintain relationships with key branch customers and prospects.
• Resolve customer issues and complex or unresolved situations, or escalate them to the appropriate manager or internal group.
• Collaborate with internal stakeholders and colleagues to leverage sales, fulfillment, and referral opportunities and ensure stakeholder alignment.
• Monitor sales and service performance, identify gaps and best practices, and implement action plans to address performance issues.
• Analyze strategic and operational issues and data, make recommendations, and help determine business priorities and execution plans.
• Communicate goals, plans, and assignments to achieve financial and customer service objectives.
• Lead implementation of new branch programs, products, processes, and regional or national sales and service initiatives.
• Monitor service-request and problem-resolution processes for adherence to standards, and provide technical training and support to branch employees.
• 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, regulatory, and risk requirements.
• Manage transactional outcomes for customer calls or refer them to appropriate internal business groups.
• Undertake broader work or accountabilities as assigned.

Benefits

• Health insurance
• Tuition reimbursement
• Accident insurance
• Life insurance
• Retirement savings plans
• Performance-based incentives, discretionary bonuses, and other perks and rewards may be included in the total compensation package.
• Training, coaching, manager support, and network-building opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree