Financial Center Manager

Bank of Montreal • La Habra, CA

7d

About The Position

The Financial Center Manager leads and coaches branch employees to deliver exceptional customer service, provide relevant financial advice, and meet sales, service, growth, customer retention, and profitability goals while complying with legal requirements and Bank policies. The role develops and executes the branch business plan, builds community and customer relationships, and coordinates sales and service initiatives. It also monitors branch performance, operating expenses, processes, and customer issue resolution, and provides employees with operational and sales training and support.

The manager fosters a collaborative, inclusive team culture, develops talent, sets goals and accountability, and addresses performance. The position exercises judgment on complex issues, uses data and analysis to make recommendations, coordinates with internal and external stakeholders, and applies BMO’s risk management framework. In the U.S., the role originates consumer loans and requires federal registration with the Nationwide Mortgage Licensing System and Registry; a criminal background review and credit history evaluation are also required.

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, 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. role, 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 employees to deliver exceptional service and support sales and customer service goals.
• Build, implement, monitor, and revise the branch business plan to support growth, wallet share, customer acquisition, and retention.
• Conduct sales calls, cold calls, referral-building, and other business development activities.
• Understand customer banking and credit card needs and provide advice and product recommendations in the customer's best interests.
• Build and maintain relationships with key branch customers, prospects, community members, and business partners.
• Resolve customer issues and complex situations, or escalate them to the next higher manager or appropriate internal business group.
• Monitor sales and service performance, identify gaps and trends, and implement action plans to improve results.
• 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 operational or sales effectiveness improvements.
• Plan and control branch operating expenses in accordance with forecasts.
• Communicate goals, plans, and assignments and promote accountability and collaboration across teams.
• Attract, retain, develop, coach, recognize, and reward employees, and manage poor performance.
• Maintain knowledge of personal banking and credit card industries, practices, and trends.
• Protect confidential customer and Bank information and report suspicious activity potentially related to money laundering.
• Comply with applicable legal and regulatory requirements, Bank policies, and risk management standards.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and 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