Assistant Branch Manager II - Downtown Office

About the Role

The Assistant Branch Manager supports the Branch Manager in leading daily branch operations, delivering exceptional customer service, and driving business growth within the community. This role oversees staff performance, ensures compliance with all banking regulations, and contributes to achieving branch sales and service objectives. The Assistant Branch Manager helps achieve individual and branch goals through new business development, referrals, and strong relationship retention while providing leadership, training, and supervision.

This position serves as a key resource for resolving complex customer issues, managing operational risk, and fostering a positive team environment. Additionally, the role represents the Bank in community activities to enhance visibility and support new and existing business opportunities. The Assistant Branch Manager must be prepared to assume any branch function when staff are unavailable and assist with cross-training under the Branch Universal Banker Model.

Responsibilities

• Sales & Coaching:
  • Implements and models Q2 Service and Sales programs to achieve goals and meet or exceed quality standards.
  • Acts as a Q2 Coach, completing weekly observations and providing feedback to team members on their Q2 skills.
  • Supports the Branch Manager in achieving sales, service, and profitability objectives.
  • Supervises and coaches branch staff to deliver superior customer service while aligning with the Q2 Service model and performance goals.
  • Participates in ongoing Q2 Coach Training and Staff Development sessions to strengthen coaching capabilities and drive sales performance.
• Branch Management Oversight:
  • Runs the branch in the absence of the Branch Manager, including opening and closing as needed.
  • Ensures adherence to prescribed schedules, operating policies, and procedures.
  • Builds customer relationships while representing the Bank professionally and courteously.
  • Provides prompt, efficient, and accurate service through consultative selling and cross-selling.
  • Assists the Branch Manager in preparing the branch for audits, ensuring compliance with policies, procedures, and regulations.
  • Maintains up-to-date daily, weekly, and monthly reports, including security reports, cash drawer audits, TCRs, vaults, ATMs, and branch logs.
  • Supervises the teller area, including assigning work, answering questions, solving problems, and explaining policies and procedures.
  • Performs branch functions requiring in-depth knowledge of transactions, policies, and procedures, such as ATM settlements, vault settlements, and cash drawer balancing.
  • Oversees daily cash availability, vault auditing, and teller reconciliations.
  • Ensures compliance with all operating, regulatory, and security policies and procedures.
  • Provides exceptional customer service, leadership, conflict resolution, and clear communication.
  • Opens, closes, and services all types of deposit products, including consumer loans.
  • Assists in implementing and enforcing branch security procedures and reporting fraud or suspicious activity (e.g., SARs, CTRs).
• Team Management and Support:
  • Communicates professionally with internal and external customers via telephone, email, and written correspondence.
  • Works a flexible schedule, including weekends and non-standard hours for branch events or community activities.
  • Travels to other branch locations, meetings, training sessions, and Bank events as required.
  • Demonstrates strong communication, interpersonal, customer service, decision-making, problem-solving, and time management skills.
  • Provides feedback, coaching, and counseling to branch team members.
  • Acts as a coach for staff motivation and ensures attendance at branch and Bank meetings.
  • Supports community involvement through volunteer or charitable organizations.
  • Presents at workshops, training sessions, or meetings as needed.
  • Completes assigned compliance training in a timely manner and applies it to duties and responsibilities.
  • Serves as a role model, leader, and resource for peers.
  • Participates actively in internal committees and contributes meaningfully.
  • Completes and provides recommendations for performance evaluations.
  • Assumes additional job-related duties as requested.

Requirements

• High School diploma or equivalent; some college courses preferred.
• Minimum of three years of progressively responsible experience within a financial organization.
• Three or more years of previous supervisory experience.
• Proven track record of training individuals on operational protocols, bank policies, and procedures.
• Strong product knowledge and ability to coach Q2 Service and Sales referrals and campaigns.
• Recommendation for promotion by a supervisor or SVP/CBO/EVP/CRO&CBBO.
• Success in motivating team members in QNB's Service Excellence initiatives.
• Proficiency in all aspects of the job, including compliance with government regulations, QNB policies, and security procedures.

Qualifications

• Successful completion of any two PBA courses (e.g., Fundamentals of Banking and Consumer Lending) with a final grade of "C" or higher.
• Annual fulfillment of Continuing Education/Training checklist.
• PA Notary and Medallion Signature Certification.
• Compliance with the S.A.F.E. Mortgage Licensing Act of 2008, including acceptable background investigation results.

Desired Skills

• Knowledge of the Bank's deposit products/services, lending policies, and specific loan programs.
• Independent decision-making, effective delegation, and leadership skills.
• Thorough knowledge of branch operations to coordinate daily functioning and resolve employee/customer problems.
• Previous experience in a supervisory role.