Service Manager I

Citizens Business Bank•Livermore, CA

1d•Onsite

About The Position

The Service Manager spends the majority of his or her working time actively managing Center operations with little or no direct oversight, while adhering to Bank policy to deliver effective financial services to clients. The majority of the time, this position requires the use of sound discretion and independent judgment on matters of financial and strategic significance to the Bank. In conjunction with managing Center operations, the Service Manager is responsible for the supervision, training, and development of non-exempt associates at the Center, grants bonuses and other incentives to motivate staff.

Requirements

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or associates of organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Responsibilities

Proactively and creatively manage all aspects of Center operations.
Comply, and oversee associate compliance, with all Bank policies and procedures. And is responsible for setting up the work flow process for banking operations, and for taking necessary measures to provide the needed support for smooth operations.
Independently monitor and stay abreast of developments in applicable federal and state laws and regulations.
Independently monitor and stay abreast of industry trends and competitor products.
Use discretion and independent judgment to timely resolve, address, and anticipate complex customer service related issues that require management-level intervention or attention.
Implement, develop and oversee a working environment that fosters individual and team enthusiasm and pride.
Implement, develop, and oversee sales and service program objectives to ensure that the program has a positive impact on customer service and goals and objectives of the company are maintained by all staff.
Implement, develop, and oversee a client account retention plan.
Rely on their professional judgement in making financial decisions by analyzing information regarding clients’ income, assets, investments, or debts to determine which products or services best meet clients’ needs and financial circumstances while exhibiting high level of competence and confidence.
Maintain thorough product knowledge of all existing and newly introduced products, services and programs.
Supervise, train, and develop non-exempt associate staff.
Delegate tasks and duties to other team members, and monitor to ensure timely completion of work assignments by staff.
Monitor each staff member's training and contribution in the product knowledge program.
Work collaboratively with other departments to achieve Center cross-training goals.
Apply and interpret Bank policies to minimize losses, control expenses, and maintain satisfactory audits.
Implement and oversee monthly control and timely submission of Center reports.
Commitment to teamwork and a focus on delivering The Citizens Experience.
Other managerial and supervisorial duties as assigned.
Directly supervises 1-5+ associates in the Center's operations. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.