Financial Center Manager I

Bank of Montreal • Vallejo, CA

11h

About The Position

The Financial Center Manager I guides, directs, and coaches employees to deliver exceptional service and provide advice that serves customers’ financial needs and objectives. The role leads branch sales and service activities, develops and executes business plans, grows customer relationships and branch revenue, and ensures customer experience and profitability goals are met in compliance with legal and regulatory requirements and Bank policies.

The manager builds and develops an effective team, supports employee career development, and oversees branch performance, operations, expenses, and the implementation of sales, service, and operational initiatives. The position works with internal and external stakeholders to acquire and retain customers, expand relationships, and resolve customer issues. It also requires maintaining current knowledge of banking products and practices, protecting customer and Bank information, identifying potentially suspicious activity, and making risk-informed decisions.

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, competitive markets and product trends, branch operations and policies, branch technologies and performance metrics, and applicable regulations and audit standards.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• In-depth verbal and written communication, collaboration and teamwork, analytical and problem-solving, influence, and data-driven decision-making skills.
• For the U.S. consumer-loan-originator role, Federal registration with the Nationwide Mortgage Licensing System and Registry is required; the Bank will provide instructions on registration requirements.
• A criminal background review and credit history evaluation are required for the U.S. consumer-loan-originator role.

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, diversity, and inclusion; set goals and ensure accountability.
• Attract, retain, develop, coach, recognize, and manage the performance of branch employees.
• Develop and execute branch business plans to grow business, wallet share, revenue, customer retention, and customer acquisition.
• Create business development strategies, collaborate with BMO partners, conduct prospective-customer outreach, and build community referral networks.
• Understand customers’ personal banking and credit card needs and provide advice, product referrals, and solutions in their best interests.
• Maintain high-touch relationships with key branch customers and prospects, and resolve customer issues or escalate unresolved situations.
• Coordinate the implementation of national and regional sales, service, product, and process initiatives within the branch.
• Monitor sales and service performance, identify gaps and trends, and implement action plans to address issues and improve results.
• Provide technical training and support to branch employees and recommend improvements to operational and sales effectiveness.
• Plan and control branch operating expenses in accordance with forecasts.
• Work with internal stakeholders and colleagues to leverage sales, fulfillment, and referral opportunities and improve customers’ share of wallet.
• Ensure stakeholder alignment and communicate goals, plans, and assignments to meet financial and customer service objectives.
• Monitor customer service request and problem resolution processes for adherence to standards.
• 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 that may relate to money laundering.
• Comply with applicable legal and regulatory requirements, Bank policies, procedures, and risk management expectations.
• Make sound, 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
• The total compensation package may include performance-based incentives, discretionary bonuses, and other perks and rewards.

What This Job Offers

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