DeNovo Bank Manager

BMO • Aliso Viejo, CA

5d • $90,000 - $180,000

About The Position

The DeNovo Bank Manager guides, directs, and coaches branch employees to deliver exceptional service to customers and prospects. The manager learns customers’ needs, advises them on suitable products and strategies, and supports sales and service activities that meet customer experience and profitability goals while complying with legal, regulatory, and bank requirements.

The role develops and executes branch business plans, leads business development and sales initiatives, builds customer and community relationships, and monitors performance against goals. It also oversees branch operations, employee development, customer issue resolution, implementation of programs and processes, and expense control. The manager applies BMO’s Risk Management Framework, protects confidential information, and identifies suspicious activity.

In the U.S., this position acts as an originator of consumer loans 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. BMO will provide instructions on registration requirements.

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 product offering trends.
• 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; a criminal background review and credit history evaluation are also required.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional customer service and meet sales and service goals.
• Foster a team culture aligned with BMO’s purpose, values, diversity, and inclusion commitments.
• Attract, retain, develop, coach, recognize, and manage employee performance.
• Develop and execute branch business plans to grow business, increase wallet share, and meet customer acquisition and retention objectives.
• Create business development strategies, collaborate with BMO partners, and work to grow revenue, sales, and customer satisfaction while minimizing operating losses.
• Understand customer banking and credit card needs, incorporate relevant promotions, and provide advice in customers’ best interests.
• Conduct cold calls, build community networks and referral sources, participate in community activities, and maintain relationships with key customers and prospects.
• Resolve customer issues and fulfill sales and service activities in accordance with approved procedures; escalate complex or unresolved situations when appropriate.
• Analyze business issues, data, and trends; develop recommendations and strategic plans; and determine priorities and execution sequences.
• Coordinate with internal stakeholders to leverage sales, fulfillment, and referral opportunities and ensure alignment.
• Monitor sales, service, and operational performance against plans; identify gaps and best practices; and implement action plans.
• Communicate goals, plans, and assignments to achieve financial and customer service objectives.
• Lead implementation of new 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 operational or sales effectiveness improvements.
• Plan and control branch operating expenses in accordance with forecasts.
• Maintain knowledge of personal banking and credit card industries, practices, and trends.
• Build effective relationships with internal and external stakeholders and maintain confidentiality of customer and Bank information.
• Identify and report suspicious activity that may be related to money laundering.
• Comply with applicable laws, regulations, policies, procedures, and the Bank’s Risk Management Framework.

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 depending on the position’s pay type.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed