De Novo Financial Center Manager

Bank of Montreal • Walnut Creek, CA

1d

About The Position

Guides, directs, and coaches branch employees to deliver exceptional service to BMO customers and prospects, understand their needs, and provide advice and referrals that support their financial objectives. Supports sales and service activities to meet customer experience and profitability goals while complying with legal and regulatory requirements and Bank policies and processes.

The manager fosters a culture aligned with BMO’s purpose, values, and strategy; promotes diversity and inclusion; develops employees; and builds collaborative teams. The role develops and executes branch business plans and business-development strategies to grow revenue, sales, customer satisfaction, retention, and acquisition while controlling operating expenses and losses. It builds community networks and referral sources, maintains relationships with key customers and prospects, and collaborates with internal partners to provide customers with broader financial services.

The position monitors branch performance, identifies gaps and trends, and implements plans and initiatives to improve results. It supports branch employees through technical training, coordinates new programs and sales initiatives, and oversees service-request and problem-resolution processes. The manager also handles or escalates complex customer situations, maintains knowledge of banking products and industry trends, protects confidential information, reports suspected money-laundering activity, and applies BMO’s Risk Management Framework.

In the U.S., this position 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, along with restrictions on 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 position also requires a criminal background review and credit-history evaluation.

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, strategy, diversity, and inclusion commitments.
• Attract, retain, develop, recognize, and coach employees, and address poor performance.
• Develop and execute branch business plans and innovative business-development strategies to grow revenue, sales, customer satisfaction, wallet share, retention, and customer acquisition.
• Understand customer banking and credit-card needs, provide strategic advice, integrate relevant promotions, and make referrals to other business groups.
• Conduct cold calls and build community networks and referral sources; support and participate in community activities.
• Maintain high-touch relationships with key branch customers and prospects, and resolve customer issues or escalate complex cases appropriately.
• Collaborate with internal stakeholders 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 improve results.
• Lead the implementation of new branch programs, products, processes, and national or regional sales and service initiatives.
• 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 products, 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, audit standards, Bank policies, and risk-management expectations.
• Make risk-informed decisions that protect Bank assets and align with business strategy and approved risk appetite.

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.

What This Job Offers

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