Retail Branch Manager, Hispanic Market

FIRSTAR BANK•Tulsa, OK

6d•Onsite

About The Position

This position leads retail branch operations, staff management, and business development for Firstar Bank’s Hispanic Market. The role requires English/Spanish bilingual proficiency to effectively serve Spanish-speaking clients, prospects, and community members while ensuring branch operations align with Firstar’s Mission, Vision, and Core Values, regulatory requirements, and goals related to relationship growth, customer satisfaction, operational excellence, community engagement, and employee development.

Requirements

Bilingual proficiency in English and Spanish, including the ability to speak, read, write, and conduct business communications effectively in both languages, is required. Candidates may be required to successfully complete the Bank's approved language assessment and meet established proficiency standards.
Ability to lead, coach, develop, and retain a high-performing team while fostering employee engagement, accountability, and professional growth.
Comprehensive knowledge of banking products, services, and retail banking operations.
Demonstrated leadership and supervisory skills, including sound decision-making, employee development, motivation, coaching, performance management, and constructive conflict resolution.
Strong interpersonal, customer service, relationship-building, and communication skills with the ability to work effectively with customers, employees, and community partners.
Ability to thrive in a fast-paced environment while maintaining organization, professionalism, attention to detail, and a service-focused approach.
Strong problem-solving, critical-thinking, and organizational skills, with the ability to interpret and carry out written and verbal instructions.
Self-motivated, dependable, approachable, and adaptable, with a strong sense of initiative and accountability.
Minimum three (3) years of retail banking or related financial institution experience, including at least two (2) years of progressive leadership, supervisory, or branch management experience.
High school diploma, or equivalent.

Responsibilities

Provide leadership, direction, and performance management for branch staff, including hiring, onboarding, coaching, employee development, performance evaluations, corrective action, and recognition, while fostering a culture aligned with Firstar's values, service standards, and business objectives.
Ensure retail employees are properly trained and developed in all aspects of their roles, including onboarding, coaching, cross-training, and ongoing professional development.
Promote employee growth through coaching, cross-training, and ongoing communication to ensure staff remain knowledgeable about products, services, policies, and procedures.
Create and manage retail employee schedules to ensure appropriate branch coverage.
Review, adjust as needed, and approve employee timecards in accordance with payroll deadlines.
Monitor employee performance and accountability while ensuring adherence to bank policies, procedures, regulatory requirements, and service standards.
Communicate effectively with Spanish-speaking clients and prospects regarding deposit products, consumer loans, digital banking services, account maintenance, and other financial services.
Promote and enhance customer relationships by projecting a positive image of the Bank while building and maintaining relationships within the Hispanic community through culturally responsive service and outreach activities.
Plan and execute branch retention, business development, and growth initiatives while leading the team in building and maintaining a strong pipeline of prospects and clients.
Log referrals and customer feedback through internal systems on a regular basis.
Participate in bank and community initiatives to strengthen visibility and reinforce Firstar’s commitment to the Hispanic Market.
Prepare month-end management reports which apprise executive management of the status of branch activities.
Ensure branch transactions are balanced daily, promote accountability for cash handling, and assist in resolving balancing discrepancies.
Ensure ATMs are serviced, balanced, and operating properly in accordance with established procedures.
Conduct audits in compliance with policy and procedures.
Approve transactions that require management override.
Assist employees with situations involving difficult customers.
Troubleshoot and resolve internal and external inquiries.
Complete required annual training and maintain knowledge relevant to the role.
Perform additional responsibilities as assigned in support of the Bank’s priorities and objectives.