Branch Experience Manager

About the role

The Branch Experience Manager is responsible for leading the customer and employee experience at a single branch location. This role provides hands-on leadership to branch staff, ensuring exceptional service delivery, operational excellence, and strong community engagement. The Branch Experience Manager works closely with the Retail Experience Manager to execute bank-wide service standards and initiatives while maintaining accountability for day-to-day branch performance.

Responsibilities

• Branch Experience & Service Leadership
  • Own and lead the customer experience for the assigned branch location
  • Ensure consistent execution of service standards, policies, and procedures
  • Champion a customer-first culture focused on relationship building and retention
  • Identify service gaps and implement improvements to enhance the in-branch experience
• Branch Operations & Oversight
  • Oversee daily branch operations to ensure efficiency, accuracy, and compliance
  • Monitor workflow, staffing coverage, and service levels
  • Ensure branch readiness for audits, exams, and internal reviews
  • Partner with Operations, Compliance, and IT to support branch needs and initiatives
  • Provide knowledgeable backup support and continuity across branch operations through full cross-training in Universal Banker responsibilities
• Team Leadership, Coaching & Development
  • Lead, coach, and develop branch staff through observation, feedback, and mentoring
  • Support onboarding, training, and cross-training of branch employees
  • Reinforce accountability through clear expectations and performance feedback
  • Foster a positive, engaged team environment aligned with the bank’s values
  • Conduct performance evaluations and issue corrective action, as warranted
• Customer Support & Issue Resolution
  • Serve as the escalation point for customer experience concerns at the branch level
  • Resolve issues with professionalism, empathy, and sound judgment
  • Ensure timely follow-up and documentation of escalated situations
• Sales Support, Relationship Management & Business Development
  • Support branch sales efforts
  • Deepen customer relationships across personal and business customers
  • Actively participate in business development activities, including:
    • Identifying and pursuing new business and deposit relationship opportunities
    • Participating in business visits, partner calls, and community networking alongside Business Partners or independently as appropriate
    • Building and maintaining relationships with local businesses, professionals, and community members
  • Assist with personal and business account openings while ensuring accuracy and compliance
  • Uncover customer needs and recommend appropriate products and services
  • Support onboarding of new customers, including digital banking adoption and relationship expansion
  • Represent the bank professionally within the community and serve as a visible ambassador for the branch
• Reporting & Collaboration
  • Provide operational and experience-related reporting to the Retail Experience Manager
  • Share insights, trends, and recommendations to improve branch performance
  • Assist with implementation of new systems, processes, and bank initiatives

Requirements

• High school diploma or GED
• 3–5 years of retail banking experience and branch leadership experience required
• Strong knowledge of branch operations, retail banking products, business banking products, and compliance requirements
• Proven ability to lead, coach, and develop exceptional teams
• Excellent communication, interpersonal, and problem-solving skills
• Hands-on leadership style with a strong customer-focused mindset

Preferred Experience

• College degree
• Experience in a community bank environment
• Experience supporting customer experience or service excellence initiatives

Physical Demands

• Frequent use of computer and other office equipment
• Frequent sitting and ability to stand for extended periods of time
• Ability to view computer screen, paperwork and cash
• Ability to perform fine manipulation when working with cash and other paperwork