Sales & Service Manager, AVP - Acton

Northern Bank•Acton, MA

21h•$74,000 - $100,000

About The Position

The Sales & Service Manager is responsible for the full operations, sales production, and service excellence of an assigned branch. The role sets a white-glove, client-first tone while driving revenue growth through relationship-building, team management, and a disciplined approach to identifying and converting business opportunities. The manager balances operational rigor with relationship-focused service to grow the branch’s book of business. The position oversees daily branch operations and performance, develops branch staff, manages staffing and resources, handles escalated client concerns, and upholds service standards across in-person, phone, and digital interactions. It also involves identifying sales opportunities, leading outbound calling, collaborating on cross-selling and upselling, maintaining client relationships and CRM records, and representing the branch in the community. Northern Bank & Trust Company is a full-service bank founded in 1960, with more than $3 billion in assets and 12 locations serving communities throughout Middlesex County. It provides deposit products, loans, and payment and collections services to customers locally and across the country.

Requirements

3–5+ years of progressive experience in a sales and/or service management role.
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, and BSA.
Minimum of 5 years of experience in a supervisory capacity.

Nice To Haves

Experience in a branch, retail, or financial services environment.

Responsibilities

Oversee day-to-day branch operations and ensure processes, compliance standards, and service protocols are consistently executed.
Be accountable for branch performance metrics, including revenue, service quality, and operational efficiency.
Recruit, onboard, coach, develop, and retain branch staff; conduct performance reviews and establish individual development plans.
Maintain a professional, organized branch environment that reflects brand standards.
Manage scheduling, staffing levels, resource allocation, and daily workflow to meet business demands and ensure optimal coverage.
Champion an elevated, client-first service culture across in-person, phone, and digital interactions.
Handle escalated client concerns with urgency, empathy, and a focus on resolution.
Implement and uphold service standards that exceed client expectations.
Identify and pursue sales opportunities arising from walk-in clients, inbound calls, and transactional interactions.
Lead and execute a structured outbound calling program targeting existing clients, referral sources, and prospective clients.
Partner with relationship managers and business development teams to pursue cross-selling and upselling opportunities.
Build trusted relationships with branch clients and community stakeholders.
Conduct regular client outreach to review needs, deepen engagement, and identify business opportunities.
Represent the branch at community events, networking functions, and industry gatherings.
Maintain accurate client relationship data and activity logs in the CRM platform.
Ensure compliance with bank policies, procedures, and regulatory requirements.
Address employee relations matters and foster a positive team culture.