Financial Center Manager

Bank of Montreal • HB Hubertus, WI

12d

About The Position

The Financial Center Manager guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. The role understands customer needs, advises customers on products and strategies that support their financial objectives, and refers them to other business groups when appropriate. It supports sales and service activities to achieve customer experience and profitability goals while complying with legal and regulatory requirements and Bank policies.

The manager develops and executes a branch business plan to drive growth, customer retention, and acquisition. They build relationships with customers, prospects, community members, and internal and external partners; lead and develop branch employees; monitor sales, service, and operating performance; and implement sales initiatives, programs, and processes. The role also manages customer escalations, supports operational effectiveness, controls expenses, and applies BMO's risk management framework in daily 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, 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 team skills.
• In-depth analytical and problem-solving skills.
• In-depth influence skills.
• In-depth data-driven decision-making skills.
• For U.S. positions, federal registration with the Nationwide Mortgage Licensing System and Registry is required; the Bank will instruct the employee on registration requirements.
• For U.S. positions, a criminal background review and credit history evaluation are required, and restrictions apply to performing in a real estate agent capacity.

Nice To Haves

• Previous supervisory or management experience.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional customer service and achieve sales and service objectives.
• Understand customer needs and advise customers on banking products and strategies that support their financial objectives.
• Identify and refer customers to other business groups as appropriate.
• Foster a culture aligned with BMO's purpose, values, diversity, and inclusion commitments.
• Attract, retain, and develop talent; recognize and reward performance, coach employees, and manage poor performance.
• Develop and execute a branch business plan to maximize business growth and wallet share and achieve customer retention and acquisition objectives.
• Conduct sales calls, establish a personal referral network, make cold calls, and pursue other business development activities.
• 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 in the market.
• 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.
• Analyze data and information, identify emerging issues and trends, and provide insights and recommendations.
• Communicate goals, plans, and assignments to achieve financial and customer service goals.
• Lead and coordinate the implementation of new programs, products, processes, and 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 transactional outcomes for customer calls, resolve complex or unresolved situations, or escalate them to the next higher manager.
• 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 confidentiality of customer and Bank information.
• Identify and report suspicious patterns of activity suspected to be related to money laundering.
• Comply with applicable legal and regulatory requirements and apply BMO's Risk Management Framework and Risk Culture.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• Performance-based incentives, discretionary bonuses, and other perks and rewards may be included in total compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree