Retail Office Manager | Marietta

Capital City Bank Careers•Marietta, GA

3d•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 and reward team members, 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 is also responsible for the efficient operation of the transaction area, including cash and vault management. This position has direct responsibility for employment decisions. All associates have access to confidential client information and must maintain discretion.

Requirements

Post high school and/or college education with specialized training 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.
Associates must understand and adhere to the non-negotiable Banker Standards.
Commit to practicing SGNNT (smile, greet, name, name, thank you) at all times.
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 touchpoint, including client outreach.
Serve as a products and services expert, conveying confidence and positivity.
Provide leadership to drive a culture focused on associate engagement and retention to achieve an exceptional client experience and meet goals and objectives.
Interview, hire, and manage all approved positions, including scheduling, coaching, timecards, overtime, budget, training, performance reviews, and all other associate relations issues.
Comply with all Training Checklists and Accountability Charts, and utilize performance management tools.
Provide leadership in creating the strategic direction of the office to deliver consistent client experience and manage associate relationships.
Develop strong relationships with the team, key Bank partners, product and support partners, and other business partners.
Identify opportunities to grow revenue, deepen client relationships, and penetrate client portfolios.
Exhibit a high level of professionalism and a strong work ethic.
Deliver a strong leadership style that balances coaching and mentoring with expectation-setting and measurement.
Develop teamwork, share knowledge, instill trust, and set clear expectations.
Promote, motivate, and coordinate sales activities and onboarding expectations to exceed office production goals, including referrals.
Ensure teams are equipped with knowledge, resources, clear expectations, and trust to meet expectations.
Ensure ongoing team training and timely completion of all Bank-sponsored meetings/training/courses.
Maintain Performance Standards for office associates, ensuring timely adherence to policy and procedures.
Manage overages and shortages in the absence of a Retail Assistant Office Manager.
Manage all performance exceptions initiated in the office, including fee waivers, wires, and Cash Management.
Provide guidance to correct exceptions and avoid repeat errors.
Fulfill the functional role of Retail Banker as needed, providing client information on Bank products and services.
Work daily Insufficient/Returned Items prior to the daily cutoff.
Ensure the appearance of the office aligns with branding, display of marketing materials, and general appearance.
Manage budgetary expenses, including Rewards and Recognition, PR Pool Funds, FMI, and other office expenses.
Manage PTO schedules to prevent staffing shortages and ensure adherence to the annual 5 consecutive days requirement.
Oversee office security and associate/client safety, including adherence to related policies and procedures.
Initiate and follow up on office maintenance and repair requests.
Assist with research and resolution of client issues/complaints.
Actively participate in community organizations and events for goodwill and business development.
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, and 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.