Financial Center Manager

Bank of Montreal • Denver, CO

4d • Onsite

About The Position

The Financial Center Manager leads and coaches branch employees to deliver exceptional customer service and achieve sales, service, customer experience, and profitability objectives. The role develops and executes a branch business plan, grows customer relationships and wallet share, and ensures customer advice and product recommendations are in the customers’ best interests and comply with applicable laws, regulations, and Bank policies.

The manager develops employees, builds an inclusive and collaborative team, monitors performance, and leads implementation of branch programs, products, processes, and sales and service initiatives. The role also manages branch operations and expenses, resolves complex customer situations, maintains relationships with internal and external stakeholders, and applies BMO’s risk management framework while protecting customer and Bank information.

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.

Requirements

• Typically 4–6 years of relevant experience.
• Post-secondary degree in a related field of study, 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 teamwork skills.
• In-depth analytical and problem-solving skills.
• In-depth influence skills.
• In-depth 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. role.

Nice To Haves

• Previous supervisory or management experience.

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.
• Support sales and customer service activities in compliance with legal and regulatory requirements and Bank policies and processes.
• Foster a culture aligned with BMO’s purpose, values, strategy, diversity, and inclusion commitments.
• Set goals and expected outcomes, establish accountability, and connect work to BMO’s purpose.
• Attract, retain, develop, coach, and recognize employees; improve team performance and manage poor performance.
• Develop and execute a branch business plan to grow the business and wallet share and meet customer retention and acquisition objectives.
• Conduct sales calls, build a personal referral network, and carry out other business development activities, including cold calls to prospective customers.
• Understand customers’ personal banking and credit card needs and integrate marketing promotions and programs into customer conversations.
• Build and maintain community networks, support Bank community involvement, and maintain high-touch relationships with key branch customers and prospects.
• Resolve customer issues using knowledge of Bank services, products, and processes, and fulfill sales and service activities according to approved procedures.
• Monitor sales and service performance against plan, identify gaps and best practices, and implement action plans to address issues.
• Analyze strategic issues, data, and information; identify emerging trends; and provide insights and recommendations.
• Communicate goals, plans, and assignments and lead the implementation of branch programs, products, processes, and national and regional 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 branch operating expenses in accordance with forecasts.
• Manage customer-call transactional outcomes or refer them to appropriate internal business groups; resolve complex situations or escalate them.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Build effective relationships with internal and external stakeholders and business partners.
• Maintain the confidentiality of customer and Bank information.
• Identify and report suspicious activity patterns suspected to be related to money laundering.
• Comply with jurisdictional legal and regulatory requirements and apply BMO’s Risk Management Framework 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
• Education Level: Associate degree