Financial Center Manager

Bank of Montreal • Joliet, IL

12d

About The Position

Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. Understands customer needs and provides advice on products and strategies that support their financial objectives, while making referrals to other business groups. Supports sales and customer service activities to meet customer experience and profitability goals in compliance with legal and regulatory requirements and Bank policies and processes.

The role leads branch business planning and execution, including business development, customer acquisition and retention, revenue growth, wallet share, and customer satisfaction. It develops employees, builds collaborative teams, monitors performance, manages operating expenses, implements sales and service initiatives, and addresses customer issues. The Financial Center Manager maintains knowledge of personal banking and credit card products and trends, builds community and stakeholder relationships, and ensures compliance, confidentiality, and sound risk management.

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.
• 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 U.S. positions, Federal registration with the Nationwide Mortgage Licensing System and Registry is required; a criminal background review and credit history evaluation are required, with restrictions on performing in a real estate agent capacity.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional customer service and meet sales and service goals.
• Understand customer needs and advise on products and strategies that support their financial objectives; make referrals to other business groups.
• Foster a culture aligned with BMO’s purpose, values, diversity, and inclusion; set goals, clarify expected outcomes, and ensure accountability.
• Build collaborative teams, attract and retain talent, support career development, coach employees, recognize performance, and manage poor performance.
• Create business development strategies and collaborate with BMO partners to grow branch revenues, sales, and customer satisfaction while minimizing operating losses.
• Develop and execute the branch business plan to grow business and wallet share and achieve customer retention and acquisition objectives.
• Identify customer banking and credit card needs, integrate promotions into conversations, and provide strategic advice in customers’ best interests.
• Conduct cold calls, build community networks and referral sources, support community involvement, and maintain relationships with key branch customers and prospects.
• Resolve customer issues and fulfill sales and service activities in accordance with approved procedures; manage complex or unresolved situations or escalate them.
• Analyze business issues, recommend and implement solutions, contribute to strategic plans, and determine priorities and execution sequences.
• Coordinate with stakeholders and colleagues to pursue sales, fulfillment, and referral opportunities and improve customer relationships and share of wallet.
• Monitor performance against plans, identify gaps and best practices, and develop and implement action plans.
• Communicate goals, plans, and assignments to achieve financial and customer service objectives.
• Lead implementation of new programs, products, and processes; coordinate national and regional sales and service initiatives.
• Monitor service request and problem resolution processes for compliance with 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.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends, and apply it in customer conversations.
• Build effective internal and external stakeholder relationships and maintain the confidentiality of customer and Bank information.
• Identify and report suspicious patterns of activity suspected to be related to money laundering.
• Comply with legal and regulatory requirements and apply the Bank’s risk management framework, risk culture, and approved risk appetite.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• 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