Branch Manager

About the role

Be a problem solver, trusted advisor, and partner to the people and businesses in our KeyBank communities. The Branch Manager builds, coaches, develops, leads, and motivates a team that provides excellent client service, analyzes clients’ needs, and recommends financial solutions to help Key clients achieve confidence in their financial wellness and reach their goals. The Branch Manager is accountable for branch operations and compliance, providing direction and guidance to the branch team on operational/regulatory procedures, ensuring compliance with operational, security, and audit procedures, and timely completion of branch operational tasks. The Branch Manager leads the team through consistent execution of the Branch Playbook to deliver on branch goals and focuses on acquiring and growing small business relationships while serving as a market leader in the local community and/or designated business area.

Essential Functions

• Embodies a strong client experience culture, being present with every client and teammate and realizing the impact on their day, personally, professionally, and financially.
• Engages in outside calling to small business clients in and around the community, delivering the full depth and breadth of products and services Key offers.
• Develops centers of influence and networks in the community to identify prospective client referrals with a strong focus on small business.
• Accountable for growing the business through retention, expansion, and acquisition tactics, and for leading the branch team to success in attaining activity, behavior, and outcome expectations.
• Leads and develops the branch team, ensuring understanding of Key’s products and services, Key’s sales and service process, and the competitive landscape, while instilling Key’s vision and values with the branch team.
• Facilitates strong partnerships within the branch team and with line of business partners, focusing on client acquisition and deepening relationships of current clients; effectively manages internal and external centers of influence (COIs).
• Responsible for managing, staffing, and scheduling all direct report work schedules within the branch, including recruiting/identifying talent, interviewing, selecting the branch team, and successfully onboarding and training new teammates, while ensuring appropriate area staffing coverage by deploying teammates to other branches as needed.
• Delivers a consistent, disciplined coaching and performance management process by observational coaching, joint sales calls, growth and development, utilization of training tools, all leveraging Key’s culture of reward and recognition.
• Provides guidance and direction to the branch team to ensure compliance with regulatory, security, and internal controls, which includes timely completion of all branch operations tasks.
• Works on Saturdays as directed by management.
• Performs other duties as assigned; duties, responsibilities, and/or activities may change or new ones may be assigned at any time with or without notice.
• Complies with all KeyBank policies and procedures, including acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Education

• High School Diploma, GED, or equivalent experience (required)
• Bachelor’s Degree (preferred)

Work Experience

• Minimum 3 years of experience in a sales capacity with a demonstrated ability to lead and coach a successful sales team (required)
• Minimum 3 years of demonstrated small business deposit/credit experience and familiarity with small business operations (required)
• General understanding of financial statements and concepts (required)
• Demonstrated understanding of consumer credit including loan to value, debt to income, and credit reports (required)
• Demonstrated ability to leverage centers of influence (COIs) to further promote business (required)
• Demonstrated experience with influencing business partners, as this role will require significant influence of partners such as Key Investment Services, Mortgage, and Business Banking sales professionals (required)
• Demonstrated ability to effectively communicate and possess strong public speaking skills (required)

Licenses and Certifications

• Notary License (preferred)

Skills

• Leads by example and ensures consistent delivery of distinctive service for all clients; develops the skills and confidence required of a high-performing team and profitably grows the business through enduring client relationships.
• Is knowledgeable about clients’ accounts and business with the bank and uses sound judgment with clients and transactions.
• Leads the branch sales team with a proactive client focus with preset appointments and quality conversations leading to recommendations that support clients’ financial wellness goals, leveraging system-generated lead lists, walk-ins, and professional contacts.
• Champions and fosters a culture that embraces change and continuous improvement and aligns change initiatives with the best of present organizational values, strategic intent, and practices; keeps focus on the desired end state while acknowledging the human impact.
• Strong work ethic and high level of integrity.
• Excellent time management skills with ability to lead team through multiple priorities.
• Provides guidance and support to teams; conducts regular coaching sessions and develops individual development plans.
• Builds and maintains strong connections and interactions with clients, partners, and other stakeholders to acquire new clients, retain existing ones, and foster trust and loyalty.
• Leads, develops, and supports teammates through recruiting, training, performance management, and creating a positive work environment to ensure team alignment with the bank’s goals.
• Identifies and pursues opportunities to grow the bank’s sales by researching market trends, developing sales strategies, and implementing initiatives to attract new clients and expand existing relationships.
• Implements strategies and actions to grow the bank’s market presence and client base by identifying new markets, developing new products or services, and expanding existing ones.
• Collaborates with other businesses or organizations to achieve mutual goals by identifying potential partners, negotiating agreements, and managing ongoing relationships.
• Manages the day-to-day activities required to run a bank branch efficiently, including overseeing transactions, ensuring compliance with regulations, maintaining security measures, and keeping accurate records.
• Makes important decisions regarding client complaints, teammate conflicts, and business operations.
• Identifies and assesses potential risks in projects or tasks, especially when overseeing large sums of money.
• Demonstrates strong leadership skills to motivate and guide teammates effectively.
• Encourages and inspires the team to achieve company goals and improve productivity.
• Manages budgets, analyzes performance, and makes informed decisions based on financial data.
• Tackles unexpected challenges and improves branch operations.
• Sets long-term goals and identifies opportunities for growth.

Core Competencies

All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Physical Demands

• Consumer Retail Management – ability to communicate face to face and on the phone with clients.
• Frequent use of hands to manipulate/grasp objects.
• Occasional bending and lifting from floor height.
• Frequent lifting of 1–10 lbs.
• Occasional lifting of up to 30 lbs.

Travel

Occasional travel to include overnight stay.

Driving Requirements

Ability to routinely and frequently operate a motor vehicle with a valid driver’s license.

Compensation

This position is eligible to earn a base salary in the range of $69,000.00 – $105,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience, and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.