De Novo Financial Center Manager

BMO • Mission Viejo, CA

8d • $90,000 - $180,000

About The Position

The Financial Center Manager supports BMO’s De Novo branch expansion, helping launch new locations, shape team culture, and grow client relationships. The role guides, directs, and coaches employees to provide exceptional customer service and advice while meeting sales, customer experience, profitability, and compliance objectives. It develops and executes branch business plans, drives customer acquisition and retention, builds community and referral networks, and oversees branch operations and performance.

The manager leads and develops employees, promotes an inclusive culture aligned with BMO’s purpose and values, and collaborates across business groups to grow revenue and customer relationships. The role monitors sales, service, expenses, and operational processes; implements branch and broader sales and service initiatives; resolves complex customer issues; and ensures compliance with applicable policies, laws, regulations, and risk-management requirements. It also maintains customer and Bank confidentiality and identifies and reports suspicious activity that may relate to money laundering.

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, along with 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.
• In-depth knowledge of the competitive marketplace and trends in product offerings.
• 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, and related 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; the Bank will provide instructions on registration requirements.
• For the U.S. role, a criminal background review and credit history evaluation are required, and restrictions apply to performing in a real estate agent capacity.

Responsibilities

• Guide, direct, and coach branch employees to deliver exceptional service and meet customer, sales, and profitability goals.
• Foster a culture aligned with BMO’s purpose, values, and strategy, including diversity and inclusion; set goals, clarify accountability, and support employee development and performance.
• Develop and execute branch business plans and innovative business-development strategies to grow revenue, wallet share, customer acquisition, and retention.
• Collaborate with BMO partners and internal stakeholders to pursue sales, fulfillment, and referral opportunities and provide customers with comprehensive financial services.
• Understand customer banking and credit card needs, provide strategic product and financial advice, and integrate relevant marketing promotions into customer conversations.
• Conduct cold calls, develop customer relationships, maintain relationships with key customers and prospects, and build a community network and referral sources.
• Support and participate in community involvement and activities.
• Resolve customer issues using knowledge of bank services, products, and processes; handle complex or unresolved cases or escalate them as appropriate.
• Monitor sales and service performance against plans, identify gaps and trends, and implement action plans to improve results.
• Lead the implementation of new 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 standards; provide technical training and support to branch employees and recommend improvements.
• Plan and control branch operating expenses in accordance with forecasts.
• Analyze strategic and operational issues, identify emerging trends, make recommendations, and help determine business priorities and execution plans.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Build effective relationships with internal and external stakeholders and ensure alignment among them.
• Maintain confidentiality of customer and Bank information; identify and report suspicious activity potentially related to money laundering.
• Comply with applicable legal and regulatory requirements, Bank policies, and risk-management standards when making decisions and performing the role.

Benefits

• Health insurance
• Tuition reimbursement
• Accident insurance
• Life insurance
• Retirement savings plans
• Performance-based incentives and discretionary bonuses may be included in total compensation, depending on position pay type.
• Training and coaching, manager support, and network-building opportunities

What This Job Offers

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