Branch Manager

Description Summary

Responsible for efficient, effective management of a full-service branch/banking center. Ensures that established policies and procedures are followed. Makes business calls and represents the bank at civic and service functions. Oversees provision of a full range of services to current and prospective customers. Ensure customers are promptly and professionally served. Trains, directs, and supervises bank staff.

Key Responsibilities

• Directs all aspects of daily branch operations.
• Provides back up to Personal Banker Supervisor and Personal Bankers, ready to engage with customers in the lobby or run a transaction window as needed.
• Delivers high quality customer service, acting as a financial concierge, building long-term relationships with customers.
• Maintains a current and comprehensive knowledge of bank’s products and services.
• Provides professional responses to complex and/or sensitive service issues.
• Enhances customer interactions, creating a more individualized tailored experience.
• Proactively educates Frontline staff to ensure adherence to all regulatory requirements and guidelines, ethical standards, encourages sharing of best practices and effective sales techniques.
• Implements risk management strategies and maintains branch security and emergency procedures.
• Attends the weekly Frontline Supervisor Meeting and is prepared to contribute to the discussion and communicates information to staff as not in attendance.
• Conducts weekly meetings with Frontline staff.
• Proficient in Microsoft office suite including Outlook, Teams, Excel and Word.
• Provides visible leadership; networks with businesses and community organizations to ensure continued growth and presence of Sturgis Bank in the community.
• Mentors banking center team through frequent coaching sessions to build product knowledge, review goals, sets expectations, and recognizes areas of success and opportunities for development.
• Holds staff members accountable to bank standards. Recognizes and facilitates any needed or desired Professional Development opportunities for staff.
• Supervises scheduling completed by Personal Banker Supervisor ensuring staff coverage is sufficient and efficient.
• Alerts Branch Administration and HR as needed to upcoming staffing needs and participates in recruitment of new staff members.
• Other tasks as assigned.

Supervisory Responsibilities

• Supervises all Personal Banker Supervisors.

Requirements

• Knowledge of branch operations to coordinate the daily functioning of the banking center.
• Ability to learn company products, services, and related information to perform each essential duty satisfactorily.
• Knowledge of basic customer service procedures/techniques and ability to effectively serve internal or external customers.
• Ability to communicate effectively with banking center staff, business partners, and incoming and potential customers.
• Ability to read, analyze, and interpret general business statements, technical procedures, or governmental regulations related to their position.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to communicate clearly and effectively in both written and oral form.
• Ability to remain calm and professional during peak periods of activity and manage multiple tasks simultaneously.
• Ability to troubleshoot and develop solutions to customer problems in a timely manner.

Qualifications

• Bachelor's degree (B. A.) from four-year college or university; or one to two years related banking and/or management experience and/or training; or equivalent combination of education and experience.