De Novo Financial Center Manager

BMO • Riverbank, CA

8d • $75,000 - $160,000

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 skills, an entrepreneurial mindset, and the ability to build strong community and networking relationships.

The manager guides, directs, and coaches employees to provide exceptional service and advises customers on products and strategies that support their financial objectives. The role develops and executes branch business plans, grows revenue and customer relationships, oversees sales and service performance, and ensures compliance with legal, regulatory, and Bank requirements. The manager also builds partnerships across internal business groups and the community, manages branch operations and expenses, resolves customer issues, and supports employee performance and development.

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, 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 for consumer-loan origination; the Bank will provide instructions on registration requirements.
• For the U.S. role, 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 to customers and prospects.
• Understand customer needs and advise customers on products and strategies that support their financial objectives.
• Identify and make referrals to other business groups and support sales and service activities that meet customer experience and profitability goals.
• Foster a culture aligned with BMO’s purpose, values, and strategy, including diversity and inclusion.
• Set goals and expected outcomes, establish accountability, and connect team work to BMO’s purpose.
• Build collaborative teams, attract and retain talent, support career development, recognize and reward performance, coach employees, and manage poor performance.
• Create business-development strategies, collaborate with BMO partners, grow branch revenues and sales, improve customer satisfaction, and minimize operating losses.
• Develop and execute a branch business plan to grow the business and wallet share and achieve customer retention and acquisition objectives.
• Probe to understand customers’ personal banking and credit card needs and incorporate marketing promotions and programs into customer conversations.
• Conduct cold calls to prospective customers and develop new customer relationships.
• Build and maintain a community network, increase the Bank’s visibility, develop referral sources, and participate in community activities.
• Maintain high-touch relationships with key branch customers and prospects.
• Resolve customer issues using knowledge of Bank services, products, and processes; fulfill sales and service activities according to approved procedures.
• Recommend and implement solutions based on analysis of business issues and implications.
• Assist in developing strategic plans and build the branch business plan.
• Influence and negotiate to achieve business objectives; identify emerging issues and trends to inform decisions.
• Implement, review, and revise work plans; help determine business priorities and execution sequence.
• Conduct independent analysis and assessment to resolve strategic issues.
• Work with internal stakeholders and colleagues to leverage sales, fulfillment, and referral opportunities, acquire customers, and provide comprehensive financial services.
• Ensure alignment between stakeholders.
• Monitor sales and service performance against plans, identify gaps and best practices, and implement action plans to address performance gaps and issues.
• Analyze strategic problems, data, and information to provide insights and recommendations.
• Communicate goals, plans, and assignments to achieve financial and customer service goals.
• Lead implementation of new programs, products, and processes within the branch 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 improvements to operational and sales effectiveness.
• Plan and control unit operating expenses in accordance with forecasts.
• Manage transactional outcomes for customer calls or refer them to appropriate internal business groups.
• Resolve complex or unresolved customer situations or escalate them to the next higher manager.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends, and integrate that knowledge into customer conversations.
• Build effective relationships with internal and external stakeholders.
• Maintain confidentiality of customer and Bank information.
• Identify and report suspicious patterns of activity suspected to be related to money laundering.
• Comply with applicable legal and regulatory requirements.
• Provide specialized consulting, analytical, and technical support; exercise judgment to diagnose and solve problems within established rules.
• Work independently and regularly handle non-routine situations.
• Apply BMO’s Risk Management Framework and Risk Culture, make risk-informed decisions, protect Bank assets, and comply with applicable policies and regulations.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• Performance-based incentives and discretionary bonuses may be included in the total compensation package.
• Other perks and rewards may be included in the total compensation package.

What This Job Offers

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