Retail Office Manager | Fanning Springs

Capital City Bank Group, Inc.•Trenton, FL

83d•Onsite

About The Position

The Retail Office Manager leads one bank office, which may include a drive-through facility, and is responsible for delivering an exceptional client experience through associate interactions, office appearance, and the products and services offered. The manager develops associates to meet client needs and achieve operational and sales objectives; establishes the office’s strategic direction; communicates performance results; and coaches, recognizes, and rewards accomplishments. The position directly manages the Retail Assistant Office Manager and Traveling Support Associates and has direct responsibility for employment decisions. The manager also serves in a supporting Retail Banker role and works with business partners to identify referral prospects. In offices without a dedicated Assistant Office Manager, the manager oversees transaction-area operations, including cash management, vault activities, and transaction-related work. The role includes responsibility for staffing, associate development and performance, sales and referrals, office operations, client issues, budgets, security, safety, and the office’s appearance. The manager supports adherence to Bank policies, procedures, training requirements, and service standards, including the non-negotiable Banker Standards and SGNNT (smile, greet, name, name, thank you). The position is based in office and lobby/professional environments, may require driving, and may involve after-hours business meetings or events. In rare circumstances that disrupt business operations, associates may need to relocate or telecommute to ensure continuity.

Requirements

Associate’s or Bachelor’s degree in business or finance from an accredited college; relevant experience may substitute for the education requirement.
Typically acquired through post-high-school and/or college education with specialized training in business, banking, and/or 5–7 years of related experience.
Effective written and oral communication skills to engage clients and prospective clients positively.
Strong leadership, organizational, and time-management skills.
Ability to exercise sound and reasonable judgment.
Demonstrable business-development and leadership skills.
Proficiency in Microsoft Word and Excel.

Nice To Haves

Banking experience preferred.
Familiarity with Jack Henry Xperience preferred.
Experience with a customer relationship management system is a plus.
Preferred use and/or understanding of Capital City Bank products and services.

Responsibilities

Ensure adherence to tasks in the Office Certification Guide, coordinating with the Retail Assistant Office Manager when applicable.
Build strong client relationships and enhance the client experience through attentive service and client outreach.
Lead a culture of associate engagement and retention to support client experience and achievement of office goals and revenue objectives.
Interview, hire, and manage approved positions, including scheduling, coaching, timecards, overtime, budget, training, performance reviews, and associate relations.
Set the office’s strategic direction for consistent client experience and associate relationship management.
Build relationships with the team, Bank partners, product and support partners, and other business partners.
Identify opportunities to grow revenue, deepen client relationships, and develop client portfolios.
Set expectations, coach and mentor associates, develop teamwork, share knowledge, and promote consistency across the Bank.
Coordinate and coach sales, onboarding, and referral activities to meet or exceed office production goals, including Credit Card, Merchant Services, CCI, and other business partner referrals.
Ensure associates have the knowledge, resources, expectations, and trust needed to meet performance expectations.
Ensure ongoing team training and timely completion of Bank-sponsored meetings, training, and courses.
Maintain performance standards and adherence to policies and procedures, including management of overages and shortages when an Assistant Office Manager is absent.
Manage performance exceptions, including fee waivers, wires, and Cash Management (CETO), and guide associates in correcting exceptions and avoiding repeat errors.
Provide Retail Banker support as needed by explaining Bank products, services, rates, service charges, restrictions, and account information to clients.
Work daily Insufficient/Returned Items before the cutoff.
Maintain the office’s branding, marketing displays, and general appearance; manage office expenses and process expenses for payment.
Manage the PTO schedule to prevent staffing shortages and ensure adherence to the annual five-consecutive-day requirement.
Oversee office security and associate/client safety, including applicable policies, procedures, reports, currency transport, and monthly security testing.
Initiate and follow up on office maintenance and repair requests.
Assist with researching and resolving client issues and complaints, contact clients when appropriate, and escalate matters as needed.
Participate in community organizations and events to generate goodwill and business development opportunities within time and budget constraints.
Supervise security procedures, including opening and closing, dual control, all-clear signals, and alarm testing.
Attend management meetings as required and provide overrides as applicable.
Ensure timely completion of security functions, including separation audits, opening/closing procedures, and over/short general ledger reviews; oversee the key/combo log.
Complete required Bank training within established timelines and provide additional support to managers and department colleagues.
Serve on the Disaster Recovery, New Office Opening, Existing Office Closing, Acquisition/Conversion, and Robbery Response teams, and on the After Hours Office Contact List.