Sales & Service Manager, AVP

Northern Bank•Billerica, MA

43d•$74,000 - $100,000•Onsite

About The Position

The Sales & Service Manager (SSM) is responsible for the full operations, sales production, and service excellence within their assigned branch. This leader sets the tone for a white-glove client experience while driving revenue growth through proactive relationship-building, effective team management and a disciplined approach to identifying and converting opportunities. The SSM is equally at home on the service floor and on the phone, balancing operational rigor with a relationship driven mentality to grow the branch’s book of business.

Requirements

3–5+ years of progressive experience in a sales and/or service management role, preferably in a branch, retail, or financial services environment
Demonstrated track record of meeting or exceeding sales goals and driving client satisfaction
Proven ability to lead, motivate, and develop a team in a fast-paced, client-facing environment
Strong communication and interpersonal skills with the ability to build rapport at all levels
Strong knowledge of bank compliance, KYC, BSA
Minimum of 5 years experience in a supervisory capacity

Responsibilities

Oversee all day-to-day branch operations, ensuring processes, compliance standards, and service protocols are consistently executed
Serve as the primary point of accountability for branch performance metrics including revenue, service quality, and operational efficiency
Recruit, onboard, coach, and develop branch staff; conduct regular performance reviews and establish individual development plans
Maintain a branch environment that reflects professionalism, organization, and brand standards at all times
Manage scheduling, staffing levels, and resource allocation to meet business demands
Champion an elevated, client-first service culture in every branch interaction — in person, phone, and digital
Personally handle escalated client concerns with urgency, empathy, and resolution focused professionalism
Implement and uphold service standards that exceed client expectations at every touchpoint
Identify and capitalize on sales opportunities presented by walk-in clients, inbound calls, and transactional interactions
Lead and execute a structured outbound calling program targeting existing clients, referral sources, and prospective new clients
Partner with relationship managers and business development teams to pursue cross sell and upselling opportunities
Cultivate deep, trusted relationships with branch clients and key community stakeholders
Conduct regular client outreach to review needs, deepen engagement, and uncover new business opportunities
Represent the branch at community events, networking functions, and industry gatherings to drive visibility and brand presence
Maintain accurate client relationship data and activity logs within the CRM platform
Lead, coach, and develop branch sales and service team members
Manage staffing, scheduling and daily workflow to ensure optimal coverage
Recruit, onboard, train, and retain high performing employees
Ensure compliance with bank policies, procedures and regulatory requirements
Address employee relations matters and foster a positive team culture