Branch Manager

Location: 1063 Riverdale Street - West Springfield, Massachusetts 01089. This role may require flexibility to work at any of the area branches including: Westfield, West Springfield, Vernon, South Windsor, Ludlow, Holyoke, Feeding Hills, Enfield, East Longmeadow, and East Windsor.

About the Role

Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank communities. The Branch Manager builds, coaches, develops, leads, and motivates a team capable of providing excellent client service, analyzing clients' needs, and recommending 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, ensuring adherence to operational, security, and audit procedures. This role leads the team through consistent execution of the Branch Playbook to deliver on branch goals and serves as a market leader in the local community with a strong focus on acquiring and growing small business relationships.

Responsibilities

• Embody a strong client experience culture, ensuring impactful interactions with every client and teammate.
• Engage in outside calling to small business clients and develop centers of influence and networks in the community to identify prospective client referrals, with a focus on small business.
• Accountable for growing the business through retention, expansion, and acquisition tactics, leading the branch team to meet activity, behavior, and outcome expectations.
• Lead and develop the branch team, ensuring understanding of Key’s products, services, sales processes, and competitive landscape while instilling Key’s vision and values.
• Facilitate strong partnerships within the branch team and with line-of-business partners, focusing on client acquisition and deepening relationships.
• Manage staffing, scheduling, recruiting, interviewing, selecting, onboarding, and training of branch teammates, including deploying staff to other branches as needed.
• Deliver consistent coaching and performance management through observational coaching, joint sales calls, and growth and development initiatives.
• Provide guidance to ensure compliance with regulatory, security, and internal controls, including timely completion of branch operations tasks.
• Work on Saturdays as directed by management.
• Perform other duties as assigned; responsibilities may change or new ones may be assigned at any time.

Requirements

• High School Diploma, GED, or equivalent experience (required). Bachelor's Degree (preferred).
• 3+ years of experience in a sales capacity with demonstrated ability to lead and coach a successful sales team (required).
• 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).
• Proven ability to leverage Centers of Influence (COIs) to promote business (required).
• Experience influencing business partners, including Key Investment Services, Mortgage, and Business Banking sales professionals (required).
• Strong communication and public speaking skills (required).
• Notary License (preferred).

Skills

• Lead by example to ensure consistent delivery of distinctive service for all clients.
• Develop skills and confidence in a high-performing team to grow the business through enduring client relationships.
• Use sound judgment with clients and transactions, leveraging knowledge of clients’ accounts and business.
• Lead branch sales with a proactive client focus, using preset appointments, quality conversations, and system-generated leads.
• Champion and foster a culture that embraces change and continuous improvement.
• Strong work ethic, integrity, and excellent time management skills.
• Provide guidance and support through regular coaching sessions and individual development plans.
• Build and maintain strong connections with clients, partners, and stakeholders to acquire and retain clients.
• Identify and pursue opportunities to grow sales by researching market trends and developing sales strategies.
• Implement strategies to expand the bank’s market presence and client base.
• Collaborate with other businesses or organizations to achieve mutual goals.
• Manage day-to-day branch activities, including transactions, compliance, security, and record-keeping.
• Make critical decisions regarding client complaints, teammate conflicts, and business operations.
• Identify and assess risks, particularly in overseeing financial transactions.
• Strong leadership skills to motivate and guide teammates effectively.
• Manage budgets, analyze performance, and make data-driven decisions.
• Tackle unexpected challenges and drive improvements in branch operations.
• Set long-term goals and identify growth opportunities.

Physical Demands

• 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, including overnight stays.
• Ability to routinely and frequently operate a motor vehicle with a valid driver’s license.

Pay

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 on skills, experience, and geographic location. Compensation also includes eligibility for incentive compensation, which may include production, commission, and/or discretionary incentives.

Benefits

This role is eligible for a comprehensive benefits package. Click here for a list of benefits available for this position.