Branch Operations Manager - two Portland locations

Position Summary

This position is responsible for overseeing the tellers and customer service staff of two Portland branch locations: 601 Broadway, South Portland and 63 Marginal Way, Portland (scheduled to open late October/early November). Additionally, the position is responsible for branch operations.

Essential Functions

• Focuses on providing high quality customer service and responsible for maintaining the operational excellence of their assigned branch under the direction of the Market Manager.
• Provide feedback and presents ideas for improving customer experience.
• Assists the Market Manager with outreach initiatives to existing and potential customers as well as supporting customer service activities.
• Performs the duties and responsibilities of the Market Manager in the Market Manager’s absence.
• Builds relationships with new and existing customers by identifying their needs and determining the appropriate deposit, consumer loan or residential loan product or service.
• Refers customers to other bank personnel when necessary.
• Supervisory responsibilities include but are not limited to:
  • Follows Affirmative Action Plan when selecting the best-qualified candidates for open positions.
  • Provides appropriate orientation and training for new employees.
  • Assigns work to employees and communicates how the successful performance of those duties will be measured.
  • Leads weekly (daily preferred) staff meetings primarily focused on branch procedures.
  • Conducts regularly scheduled “one on one” performance appraisals with a written appraisal done at least once annually.
  • Recommends performance awards and/or increases when appropriate.
  • Approves time cards/attendance sheets and resolves requests for time off on a timely basis.
  • Participates in activities associated with the management of workplace health and safety.
  • Helps employees address and resolve concerns and complaints.
  • Address performance issues on a timely basis.
  • Coaches and mentors employees by scheduling courses offered by/through Learning and Development.
  • Personally responsible to develop branch staff to be wholly proficient in each of their individual roles (i.e. teller, CRA or CRO)
  • Consults with Human Resources as needed.
  • Maintains a thorough knowledge of, and ensures that the teller and customer service areas operate in compliance with, federal and state banking regulations and adhere to all bank policies and procedures.
  • This position is the branch’s primary contact for internal audit, compliance, operations and networking.
  • Maintains a strong understanding of the Banks electronic delivery systems for consumer and business customers.
  • Maintains a general understanding of all consumer and commercial loan products.
  • Performs other miscellaneous duties or special assignments as required or assigned.

Other Duties and Responsibilities

• Performs duties of customer service representative, teller and other operational positions, as needed.
• Assists the Market Manager with consumer loan interviewing and processing by underwriting applications and boarding loans.
• Assists the Market Manager in attaining sales goals; including the development of internal sales initiatives and staff training.
• May assist Market Manager in community activities.
• Attends all required meetings and training.
• Complies with federal and state banking regulations, as well as with all bank and department policies and procedures.
• Serves on various committees as assigned.

Position Qualifications and Education Requirements

• High school graduate or equivalent - College degree preferred.
• Respectful of and works effectively with others.
• Three-to-five years of progressively responsible experience in a financial institution with a background in retail banking operations, lending and supervision or management.
• Excellent supervisory, customer service, sales, organizational, and verbal and written communication skills.
• Computer literate, with experience in Microsoft Office products, esp. Word.