Retail Office Manager | Newberry

Capital City Bank Careers•Newberry, FL

6d•Onsite

About The Position

The Retail Office Manager is responsible for creating a leadership culture focused on delivering exceptional client experience through associate interactions, office appearance, and the products and services offered. This role oversees a single office, potentially including a drive-through facility, and is tasked with developing associates to meet client needs and achieve operational and sales objectives. The manager must demonstrate strong sales and service skills, set the strategic direction for the office, communicate performance, coach, recognize achievements, and build a high-performing team. They directly manage the Retail Assistant Office Manager and Traveling Support Associate(s), and support the Retail Banker role by identifying referral prospects. In offices without a dedicated Assistant Manager, the Retail Office Manager also handles the efficient operation of the transaction area, including cash and vault management. This position has direct responsibility for employment decisions. All associates must practice discretion with confidential client information.

Requirements

Post high school and/or college education with specialized training courses in business, banking, and/or 5-7 years related experience.
Effective written and oral communication skills to positively engage clients and prospective clients.
Strong leadership, organizational and time management skills.
Ability to exercise sound and reasonable judgment.
Demonstrable business development and leadership skills.
Proficiency in Word and Excel software.
All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, name, thank you) at all times.
Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Wealth, and Capital City Home Loans.

Nice To Haves

Banking experience preferred.
Familiarity of 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 all tasks identified in the Office Certification Guide.
Foster strong, loyal relationships between clients and the brand.
Enhance the client experience through care and passion at every touch, including client outreach.
Provide leadership to drive a culture that focuses on associate engagement and retention to achieve an exceptional client experience and drive the achievement of goals and objectives increasing revenue.
Interview, hire, and manage all approved positions, including scheduling, coaching, timecards, overtime, budget, training, performance reviews, and all other associate relation issues.
Comply with all Training Checklists and Accountability Charts, and utilize performance management tools to attract, develop, and retain talent.
Provide leadership in creating the strategic direction of the office to deliver consistent client experience and associate relationship management.
Develop strong relationships with the team, key Bank partners, product and support partners, and other business partners.
Think creatively on opportunities to grow revenue, deepen client relationships, and create and penetrate client portfolios.
Deliver a strong leadership style that effectively balances coaching and mentoring with expectation-setting and measurement.
Develop teamwork, share knowledge, instill trust, and set clear and concise expectations for consistency across the Bank.
Promote, motivate, and coordinate sales activities and onboarding expectations with the expectation of exceeding office production goals, including Credit Card, Merchant Services, CCI and Other Business Partner Referrals.
Ensure that teams are equipped with knowledge and resources, clear expectations, and trust so that they are empowered to consistently meet expectations.
Ensure ongoing team training and timely completion of all Bank-sponsored meetings/training/courses related to products/services and other initiatives.
Maintain Performance Standards for applicable office associates, ensuring timely adherence to policy and procedures, including management of overages and shortages in the absence of a Retail Assistant Office Manager.
Manage all performance exceptions initiated in the office, including but not limited to fee waivers, wires, Cash Management (CETO).
Provide guidance to correct exceptions and avoid repeat errors, including documentation requirements at CIF creation, new account opening, and account revisions.
Fulfill the functional role of Retail Banker as needed by providing clients with information on Bank products and services, rates, service charges, restrictions, and other relevant account information while delivering an exemplary client experience.
Work the daily Insufficient/Returned Items prior to the daily cutoff.
Maintain the appearance of the office regarding branding, display of marketing materials, and general appearance.
Manage budgetary expenses including Rewards and Recognition, PR Pool Funds, FMI, and other office expenses, and process expenses for payment.
Manage PTO schedule to safeguard against staffing shortages and ensure adherence to the annual 5 consecutive days requirement.
Oversee office security and associate/client safety, including adherence to all related policy and procedures, Automobile Accident Report, Property Loss Report, Public Liability Accident Report, Currency Transport, Monthly Security Testing, etc.
Initiate and follow up on office maintenance and repair requests.
Assist with research and resolution of client issues/complaints, initiating client contact if appropriate and escalating to management as needed.
Actively participate in community organizations and events to generate goodwill and business development opportunities within time and budget constraints.
Supervise office security including open and close procedures, dual control, all-clear signal, alarm testing, etc.
Attend management meetings as required.
Ensure security functions are completed timely including all clear signal, security alarm testing, separation audits, open/close procedures, over/short GL review.
Provide oversight of key/combo log.
Complete all assigned/required Bank training within established timelines.
Provide additional support to manager and department colleagues.
Serve as a member of: Disaster Recovery Team, New Office Opening Team, Existing Office Closing Team, Acquisition/Conversion Team, Robbery Response Team, After Hours Office Contact List.