Financial Center Manager

Bank of Montreal•HB Gunnison, CO

About The Position

The Financial Center Manager leads the Gunnison branch’s retail banking sales and service activities. The role guides, directs, and coaches employees to provide exceptional customer service, understand customers’ financial needs, offer suitable products and advice, and make referrals to other business groups. The manager develops and executes the branch business plan to grow business, increase wallet share, and achieve customer acquisition and retention goals while complying with applicable laws, regulations, and Bank policies. The manager develops employees and team performance, builds relationships with customers and community members, supports community involvement, and coordinates sales and service programs. The position monitors performance against plans, manages branch operating expenses, supports operational effectiveness, resolves customer issues, and applies the Bank’s Risk Management Framework to make sound, risk-informed decisions. The role also requires maintaining confidentiality and identifying and reporting suspicious activity that may relate to money laundering. In the U.S., this position will act 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, and restrictions apply to performing in a real estate agent capacity.

Requirements

Typically 4–6 years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.
In-depth knowledge of retail banking products and services.
Advanced knowledge of the competitive marketplace and trends in product offerings.
Working knowledge of branch operational processes and policies.
Working knowledge of branch technologies, processes, and performance metrics.
Working knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
Technical proficiency gained through education and/or 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 U.S. consumer loan origination duties, federal registration with the Nationwide Mortgage Licensing System and Registry is required; a criminal background review and credit history evaluation are also required.

Nice To Haves

Previous supervisory or management experience.

Responsibilities

Guide, direct, and coach branch employees to deliver exceptional service and meet sales and service goals.
Understand customer needs and advise on products and strategies that support customers’ financial objectives.
Identify and make referrals to other business groups.
Develop and execute the branch business plan to maximize growth and wallet share and achieve customer retention and acquisition objectives.
Conduct sales calls, establish a personal referral network, and undertake other business development activities, including cold calls to prospective customers.
Develop and maintain community networks, support the Bank’s community involvement, and participate in community activities.
Maintain high-touch relationships with key branch customers and prospects.
Resolve customer issues and fulfill sales and service activities in accordance with approved procedures.
Monitor sales and service performance against plans, identify gaps and best practices, and implement action plans.
Communicate goals, plans, and assignments to achieve financial and customer service goals.
Lead implementation of 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 customer call outcomes, 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 apply it in customer conversations.
Build effective relationships with internal and external stakeholders and business partners.
Maintain confidentiality of customer and Bank information and identify and report suspicious patterns of activity suspected to be related to money laundering.
Comply with applicable legal and regulatory requirements and the Bank’s policies and procedures.
Apply the Risk Management Framework and make sound, risk-informed decisions that protect assets and align with business strategy and approved risk appetite.
Foster an inclusive culture aligned with BMO’s purpose, values, and strategy; set goals and ensure accountability.
Attract, retain, develop, coach, and recognize employees; manage performance and support career development.
Analyze data and strategic issues, identify emerging trends, determine business priorities, and implement or revise work plans.