Financial Center Manager

Bank of Montreal • Riverton, UT

21h

About The Position

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

The manager develops and executes the branch business plan, leads business growth and customer retention and acquisition efforts, builds community and referral networks, and maintains relationships with key customers and prospects. The position monitors sales, service, and operating performance; develops and implements plans to address gaps; leads the implementation of programs and initiatives; and supports branch employees through coaching, technical training, and career development.

The role also manages customer issues and escalations, coordinates operational and service processes, controls operating expenses, and maintains knowledge of personal banking, credit card products, applicable regulations, and branch technologies. It requires sound risk-informed decision-making and the protection of 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.

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 product offering trends.
• 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.

Nice To Haves

• Previous supervisory or management experience.

Responsibilities

• Guide, direct, and coach employees to deliver exceptional customer service and support employee development.
• Foster a culture aligned with BMO’s purpose, values, strategy, diversity, and inclusion commitments.
• Develop and execute the branch business plan to maximize growth and wallet share and achieve customer retention and acquisition objectives.
• Conduct sales calls, cold calls, and other business development activities; establish referral networks and community relationships.
• Understand customers’ personal banking and credit card needs and provide strategic advice in their best interests.
• Maintain high-touch relationships with key branch customers and prospects.
• Resolve customer issues and complex or unresolved situations, escalating when appropriate.
• Monitor sales and service performance against plans, identify gaps and trends, and develop and implement action plans.
• Lead the implementation of new programs, products, processes, and national or regional sales and service initiatives.
• Communicate goals, plans, and assignments to achieve financial and customer service objectives.
• Provide technical training and support to branch employees and recommend operational or sales effectiveness improvements.
• Monitor service request and problem resolution processes for adherence to standards.
• Plan and control unit operating expenses in accordance with forecasts.
• Build effective relationships with internal and external stakeholders and business partners.
• Maintain confidentiality of customer and Bank information and identify and report suspicious activity potentially related to money laundering.
• Comply with applicable legal and regulatory requirements and apply the Bank’s risk management framework.

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