Retail Office Manager | Macon Bass Rd

Capital City Bank Careers•Tallahassee, FL

10h•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. This position directly manages the Retail Assistant Office Manager and Traveling Support Associate(s) and supports the Retail Banker role by identifying referral prospects. In offices without a dedicated Assistant Office Manager, the Retail Office Manager is responsible for the efficient operation of the transaction area, including cash management and all vault and transaction-related activities. This role 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 in business, banking, and/or 5-7 years related experience.
Effective written and oral communication skills.
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 client relationships and enhance the client experience.
Provide leadership to drive associate engagement and retention, achieving an exceptional client experience and driving revenue.
Interview, hire, and manage all approved positions, including scheduling, coaching, timecards, overtime, budget, training, performance reviews, and associate relations.
Comply with Training Checklists and Accountability Charts, utilizing performance management tools to attract, develop, and retain talent.
Provide leadership in creating the strategic direction of the office for consistent client experience and associate relationship management.
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.
Deliver a strong leadership style balancing coaching, mentoring, 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 adherence to policy and procedures, including management of overages and shortages.
Manage all performance exceptions initiated in the office.
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.
Maintain the appearance of the office regarding branding, 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, escalating to management as needed.
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, and alarm testing.