DeNovo Bank Manager

Bank of Montreal • Aliso Viejo, CA

4d • $90,000 - $180,000

About The Position

The DeNovo Bank Manager guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. The role understands customer needs and advises on products and strategies that support their financial objectives, while identifying referrals to other business groups. It supports sales and customer service activities to achieve customer experience and profitability goals in compliance 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 a branch business plan, grows revenues and customer relationships, oversees sales and service performance, and coordinates new programs and initiatives. It also manages branch operations and expenses, supports employees’ technical training, resolves customer concerns, and ensures compliance, confidentiality, and risk management.

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, as are 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 competitive markets 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 influencing 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 instructions on registration requirements.
• For the U.S. role, a criminal background review and credit history evaluation are required, along with restrictions on performing in a real estate agent capacity.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional customer service and achieve sales and service goals.
• Foster a culture aligned with BMO’s purpose, values, and strategy, including diversity and inclusion.
• Attract, retain, recognize, coach, and develop employees; manage performance and build collaborative teams.
• Develop and execute a branch business plan to grow the business, wallet share, customer retention, and customer acquisition.
• Create business development strategies with BMO partners to grow branch revenues, sales, and customer satisfaction while minimizing operating losses.
• Understand customers’ personal banking and credit card needs, advise them on suitable products and strategies, and integrate marketing promotions into customer conversations.
• Conduct cold calls and build community networks and referral sources to develop new customer relationships.
• Maintain high-touch relationships with key branch customers and prospects and support community involvement activities.
• Resolve customer issues using knowledge of bank services, products, and processes; handle complex situations or escalate them when appropriate.
• Fulfill sales and service activities according to approved procedures and manage transactional outcomes for customer calls or refer them to appropriate business groups.
• Collaborate with internal stakeholders to identify sales, fulfillment, and referral opportunities, acquire customers, and provide comprehensive financial services.
• Monitor sales and service performance against plans, identify gaps and trends, and implement action plans to resolve issues and improve results.
• Analyze strategic and operational problems, data, and information to provide insights and recommendations; assist in developing strategic plans and setting business priorities.
• Communicate goals, plans, and assignments to achieve financial and customer service objectives.
• Lead implementation of new programs, products, and processes within the branch and coordinate national and regional sales and service initiatives.
• Monitor service requests and problem-resolution processes for compliance with national standards.
• Provide technical training and support to branch employees and recommend operational and sales effectiveness improvements.
• Plan and control branch operating expenses in accordance with forecasts.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Build effective relationships with internal and external stakeholders and ensure stakeholder alignment.
• 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, policies, procedures, and directives.
• Apply BMO’s Risk Management Framework and make sound, risk-informed decisions within the approved Risk Appetite.

Benefits

• Health insurance
• Tuition reimbursement
• Accident insurance
• 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
• Education Level: Associate degree