Assistant Branch Manager II

Sales & Coaching

Implements and models Q2 Service and Sales programs with creativity and energy such that goals are achieved and quality standards are met or exceeded. Will be required to be a Q2 Coach, which will require completing Q2 observations weekly and is able to redirect and praise individuals on their Q2 skills. Support the Branch Manager in achieving sales, service, and profitability objectives. Supervise and coach branch staff to develop team members in delivering superior customer service experiences while pairing the Q2 Service model with achieving performance goals. Participate in ongoing Q2 Coach Training and Staff Development sessions as offered, to strengthen coaching capabilities, support the development of reward and discipline metrics, drive sales performance, ensure strict adherence to policies and procedures, and deliver exceptional customer service.

Branch Management Oversight

Responsible for running the branch in the absence of the Branch Manager in an effective and professional manner. Opening and closing the branch as needed. Ensures that prescribed schedules and operating policies and procedures are followed. Build customer relationships while representing QNB to the customer in a courteous, confidential, and professional manner. Providing prompt, efficient, and accurate service through consultative selling and cross-selling in a positive manner. Assist the Branch Manager in ensuring that the branch is in order and prepared for an audit, by ensuring proper audit compliance, procedure quality control and recommends and initiates corrective actions. Ensures that the branch is following established Bank policies, procedures and State and Federal regulations. Ensure that the daily/weekly/monthly reports are up-to-date and complete. Specifically, but not limited to the monthly security report, audits of cash drawers, TCRs, Vaults, ATM and all branch logs per policy and/or procedure. May be responsible for the Supervision of the teller area by assigning work, answering questions, solving problems and explaining policies and procedures. Including oversight, development, and coaching of staff to ensure the on-going level of productivity and customer service, as well as fair and equitable distribution of work assignments, by cross training individuals to ensures daily office settlement. Perform branch functions requiring an in-depth knowledge of branch transactions, policies and procedures. Including but not limited to ATM settlements, Vault settlements, accurately balancing cash drawers and/or a Teller Cash Recycler (TCR), etc. Oversee adequate availability of daily cash to be ordered as well as shipped out weekly. Responsible for vault oversight and the daily auditing, reporting and balancing processes. Oversee each teller's daily reconciliation and assists if needed. Ensures that tellers comply with all operating, regulatory and security policies and procedures. Provide exceptional Customer service, leadership, conflict resolution process improvement and clear communication.

Team Management and Support

Converse professionally with internal and external customers and business partners via telephone, e-mail and written correspondence. Able and willing to work a flexible work schedule to include weekend branch hours, and participate in Bank and/or community events during regular and non-standard hours. Able and willing to work in other branch locations, attend required staff meetings and training sessions and travel to Bank and business locations to attend meetings, training and events. Self-starter with good communication, interpersonal, customer service, decision-making, problem-solving and time management skills. Able to provide feedback and coach and counsel Branch team members. Acts as a coach for the branch in such areas as staff motivation. Also attends and ensures staff attendance at various branch and bank meetings. Supportive of community through involvement and participation in local volunteer and/or charitable organizations. Able to relate to other people beyond giving and receiving instructions. Available to present, when necessary, at workshops, training sessions and/or Head Teller or Assistant Branch Manager meetings. Will be asked to facilitate various meetings throughout the year. Completes assigned compliance training in a timely manner and demonstrates the ability to apply training to their duties and responsibilities including their supervision of other employees. Demonstrates the ability to be a role model, leader, a mentor, and a team player.