Retail Office Manager | High Springs

Capital City Bank Group, Inc.•High Springs, FL

49d•Onsite

About The Position

The Retail Office Manager is responsible for creating a leadership culture centered on delivering exceptional client experience through associate interactions, office appearance, and the products and services offered. This role oversees one office, potentially including a drive-through facility, and focuses on developing associates to meet client needs and achieve operational and sales objectives. The manager demonstrates sales and service skills, sets the strategic direction of the office, communicates performance results, coaches, recognizes, and rewards accomplishments, and builds a high-performing team. They directly manage the Retail Assistant Office Manager and Traveling Support Associate(s), and also serve in a supporting role of Retail Banker, working with business partners to identify 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 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 course(s) 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.
The 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, with department managers setting the standard.

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, enhancing 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 ultimately achieve an exceptional client experience that will 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.
Provides leadership in creating the strategic direction of the office to deliver consistent client experience as well as associate relationship management.
Develop strong relationships with the team and key Bank partners, product and support partners, and other business partners.
Think creatively on opportunities to grow revenue, deepen client relationships, create and penetrate client portfolios.
Exhibit a high level of professionalism coupled with a strong work ethic, delivering 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; provides leadership promotes, motivates, and coaches referral activities.
Ensure that teams are equipped with knowledge and resources, clear expectations and trust so that they are empowered to consistently meet the expectations.
Ensure ongoing team training and timely completion of all Bank-sponsored meetings/training/courses related to products/services and other initiatives.
Maintains 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.
Management of all performance exceptions initiated in the office, including but not limited to fee waivers, wires, Cash Management (CETO).
Fulfills 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.
Responsible for working the daily Insufficient/Returned Items prior to the daily cutoff.
Responsible for appearance of the office as to branding, display of marketing materials and general appearance.
Manages budgetary expenses including Rewards and Recognition, PR Pool Funds, FMI and other office expenses, processes expenses for payment.
Manages PTO schedule to safeguard against staffing shortages in the office and ensures adherence to the annual 5 consecutive days requirement.
Oversees office security and associate/client safety including adherence to all related policy and procedures.
Responsible for initiating and follow up of office maintenance and repair requests.
Assists with research and resolution of client issues/complaints, initiating client contact if appropriate and escalation to management as needed.
Actively participates in community organizations and events to generate goodwill and business development opportunities; working within time and budget constraints.
Supervises office security including open and close procedures, dual control, all-clear signal, alarm testing, etc.
Attends management meetings as required.
Responsible for overrides, as applicable.
Ensures security functions are completed timely including all clear signal, security alarm testing, separation audits, open/close procedures, over/short GL review.
Provides oversight of key/combo log.
Completes all assigned/required Bank training within established timelines.
Provides additional support to manager and department colleagues.
Serves as member of: Disaster Recovery Team, New Office Opening Team, Existing Office Closing Team, Acquisition/Conversion Team, Robbery Response Team, After Hours Office Contact List.