Bank Manager

About the role

Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. Understands the needs of BMO customers or prospects to provide sales and service in the best interests of the customer. Advises customers on products and strategies that meet their financial objectives. Identifies and makes referrals to other business groups. Supports sales and customer service activities to meet strategic customer experience and profitability goals in compliance with legal and regulatory requirements and the Bank’s policies and processes.

Responsibilities

• Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects.
• Understands the needs of BMO customers or prospects to provide sales and service in the best interests of the customer.
• Advises customers on products and strategies that meet their financial objectives.
• Makes referrals to other business groups.
• Supports sales and customer service activities to meet strategic customer experience and profitability goals.
• Supports the Bank’s community involvement and participates in community activities.
• Conducts cold calls to prospective customers to develop new customer relationships.
• Builds effective relationships with internal/external stakeholders.
• Monitors sales and service performance against plan to identify gaps, issues, and best practices, and develop and implement action plans that close performance gaps and resolve issues.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Communicates goals, plans, and assignments to achieve financial and customer service goals.
• Led the implementation of new programs, products and processes within the branch.
• Captures and analyzes data to improve performance.
• Manages transactional outcomes for customer calls or defers to appropriate internal business groups.
• Sets and achieves sales targets.
• Resolves customer related issues using knowledge of bank services, products, and processes.
• Develops and maintains a network in the community to enhance the Bank’s visibility and builds a strong referral source for new potential business.
• Supports the Bank’s community involvement and participates in community activities.
• Maintains a high-touch relationship with key branch customers and prospects within the market.
• Provides technical training and support to branch employees to maintain operational and sales effectiveness and recommends improvements.
• Plans and controls unit operating expenses in accordance with forecasts.
• Manages transactional outcomes for customer calls or defers to appropriate internal business groups.
• Solves complex or unresolved customer situations or escalates to the next higher manager for resolution.
• Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations.
• Identifies emerging issues and trends to inform decision-making.
• Implements, reviews, and revises work plans.
• Ensures alignment between stakeholders.
• Establishes relationships with business partners (e.g. CDC, MasterCard, Symcor, etc.) to maintain knowledge of interdependent systems and related policies and procedures.
• Maintains the confidentiality of customer and Bank information.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with all legal and regulatory requirements for the jurisdiction.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.
• Broadly works or accountabilities may be assigned as needed.
• Takes measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

  Qualifications

  • Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
  • Previous supervisory or management experience - preferred.
  • In-depth knowledge of retail banking products and services.
  • Advanced knowledge of competitive marketplace and trends in product offerings.
  • Working knowledge of branch operational processes and policies.
  • Working knowledge of branch technologies, processes, and performance metrics.
  • Working knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
  • Technical proficiency gained through education and/or business experience.
  • Verbal & written communication skills - In-depth.
  • Collaboration & team skills - In-depth.
  • Analytical and problem solving skills - In-depth.
  • Influence skills - Indepth.
  • Data driven decision making - Indepth.

  Benefits

  At BMO, we offer a comprehensive benefits package including health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. For more information, please visit: BMO’s Total Rewards page.

  Pay

  $51,800.00 - $95,900.00 Pay Type: Salaried