Branch Manager

Location: 370 Delaware Avenue - Delmar, New York 12054

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 that 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 on operational and regulatory procedures, ensuring adherence to security and audit protocols, and timely completion of branch tasks. The role 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.

Responsibilities

• Embody a strong client experience culture, being present with every client and teammate, and recognizing the impact on their day both personally and professionally.
• Engage in outside calling to small business clients within the community, delivering the full depth and breadth of Key’s products and services; develop centers of influence and networks 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 with current clients; manage internal and external centers of influence (COIs).
• Manage staffing, scheduling, recruiting, interviewing, selecting, onboarding, and training branch teammates; ensure appropriate staffing coverage by deploying teammates to other branches as needed.
• Deliver consistent coaching and performance management through observational coaching, joint sales calls, growth and development initiatives, and leveraging a culture of reward and recognition.
• Provide guidance to ensure compliance with regulatory, security, and internal controls, including timely completion of all 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.
• Comply with all KeyBank policies and procedures, including acting professionally, ethically, and in the best interests of clients.

Requirements

• High School Diploma, GED, or equivalent experience (required).
• Bachelor’s Degree (preferred).
• Minimum of 3 years of experience in a sales capacity with demonstrated ability to lead and coach a successful sales team (required).
• Minimum of 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 promote business (required).
• Demonstrated experience influencing business partners, including Key Investment Services, Mortgage, and Business Banking professionals (required).
• Demonstrated ability to communicate effectively and possess strong 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 within a high-performing team to profitably grow the business through enduring client relationships.
• Knowledgeable about clients’ accounts and business with the bank; use sound judgment in client interactions and transactions.
• Lead the branch sales team with a proactive client focus, including preset appointments and quality conversations leading to recommendations that support clients’ financial wellness goals.
• Champion and foster a culture that embraces change and continuous improvement, aligning initiatives with organizational values and strategic intent.
• Strong work ethic and high level of integrity.
• Excellent time management skills with the ability to lead a team through multiple priorities.
• Provide guidance and support to teams through regular coaching sessions and individual development plans.
• Build and maintain strong connections with clients, partners, and stakeholders to acquire new clients, retain existing ones, and foster trust and loyalty.
• Lead, develop, and support teammates through recruiting, training, performance management, and creating a positive work environment aligned with the bank’s goals.
• Identify and pursue opportunities to grow sales by researching market trends, developing strategies, and implementing initiatives to attract new clients and expand relationships.
• Implement strategies to grow the bank’s market presence and client base by identifying new markets, developing products or services, and expanding existing offerings.
• Collaborate with other businesses or organizations to achieve mutual goals by identifying partners, negotiating agreements, and managing relationships.
• Manage day-to-day branch operations, including overseeing transactions, ensuring compliance, maintaining security, and keeping accurate records.
• Make important decisions regarding client complaints, teammate conflicts, and business operations.
• Identify and assess potential risks, especially when overseeing large sums of money.
• Strong leadership skills to motivate and guide teammates effectively.
• Ability to encourage and inspire the team to achieve company goals and improve productivity.
• Manage budgets, analyze performance, and make informed decisions based on financial data.
• Tackle unexpected challenges and improve branch operations.
• Set long-term goals and identify opportunities for growth.

Physical Demands

• Ability to communicate face-to-face and on the phone with clients.
• Frequent use of hands to manipulate or 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 benefits, which may be reviewed here.