Retail Office Manager | Starke

Capital City Bank Group, Inc.•Starke, FL

8d•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 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 as a Retail Banker, collaborating 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 and vault management. This position has direct responsibility for employment decisions.

Requirements

Associate’s or Bachelor’s degree in business or finance from an accredited college required. Relevant experience may substitute for the education requirement.
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, enhancing the client experience through care and passion.
Provide leadership to drive a culture focused on associate engagement and retention to achieve an exceptional client experience and meet goals.
Interview, hire, and manage all approved positions, including scheduling, coaching, timecards, overtime, budget, training, performance reviews, and all other associate relations issues.
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.
Think creatively on opportunities to grow revenue, deepen client relationships, and penetrate client portfolios.
Exhibit a high level of professionalism and a strong work ethic, balancing coaching and mentoring with expectation-setting and measurement.
Develop teamwork, share knowledge, instill trust, and set clear expectations for consistency.
Promote, motivate, and coordinate sales activities and onboarding expectations to exceed office production goals, including Credit Card, Merchant Services, CCI, and Other Business Partner 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 applicable office associates, ensuring timely adherence to policy and procedures, including management of overages and shortages.
Manage all performance exceptions initiated in the office, providing guidance to correct exceptions and avoid repeat errors.
Fulfill the functional role of Retail Banker as needed, providing clients with 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 schedule to prevent 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.
Initiate and follow up on office maintenance and repair requests.
Assist with research and resolution of client issues/complaints, initiating client contact and 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.
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 the Disaster Recovery Team, New Office Opening Team, Existing Office Closing Team, Acquisition/Conversion Team, Robbery Response Team, and After Hours Office Contact List.