Sales & Service Manager, AVP

Northern Bank•Reading, MA

1d•$74,000 - $100,000

About The Position

The Sales & Service Manager (SSM) is responsible for the full operations, sales production, and service excellence within an 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 balances operational rigor with a relationship-driven mentality to grow the branch’s book of business. The role oversees day-to-day branch operations, branch performance, staffing, and team development. It champions elevated client service, handles escalated concerns, identifies and pursues sales opportunities, builds relationships with clients and community stakeholders, and maintains client relationship data in the CRM platform.

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 is preferred.

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 a client-first service culture across in-person, phone, and digital interactions.
Personally resolve escalated client concerns with urgency, empathy, and professionalism.
Implement and uphold service standards that exceed client expectations.
Identify and capitalize on sales opportunities through walk-in clients, inbound calls, and transactional interactions.
Lead and execute structured outbound calling to existing clients, referral sources, and prospective clients.
Partner with relationship managers and business development teams on cross-selling and upselling opportunities.
Cultivate trusted relationships with branch clients and key community stakeholders.
Conduct 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.