Citizens Branch Manager

About the role

At Citizens, we’re focused on relationship-building and delivering exceptional customer experiences through every interaction. As a Branch Manager (BM), you will lead your team in exceeding customer expectations, nurturing relationships that drive long-term success. You’ll spearhead branch performance, sales growth, and an outstanding colleague and customer experience. By leveraging inspirational leadership, collaborative partnerships, and sound operational practices, you will create and sustain a strong customer-centric culture. As both a leader and coach, you’ll help your team achieve individual and collective performance and sales goals through innovative solutions that address customer needs and deliver product and service value.

A successful BM thrives in a digital-first environment, showcasing the seamless accessibility of mobile and online banking platforms to customers. You’ll play a pivotal role in building a diverse talent pipeline, developing your colleagues to meet evolving business needs, and prioritizing their performance and growth. With a focus on continuous learning, you’ll implement coaching plans that inspire your team to achieve personal and branch-wide goals. To succeed, you must effectively communicate business priorities in a way that energizes and empowers your colleagues to execute with confidence.

As the branch’s execution and outcomes owner, you’ll combine financial acumen with strategic insights to guide decision-making and deliver results. Leading by example, you will direct all colleague and sales activities to ensure key targets are not only met but exceeded. As a visible and engaged brand ambassador, you will connect with the local community to cultivate new customer relationships and deepen existing ones.

Responsibilities

• Lead a branch team to exceed customer expectations and drive long-term success through deep, lasting relationships.
• Spearhead branch performance, sales growth, and an outstanding colleague and customer experience.
• Leverage inspirational leadership and collaborative partnerships to create and sustain a customer-centric culture.
• Coach and develop colleagues to achieve individual and collective performance and sales goals using innovative solutions.
• Showcase mobile and online banking platforms to customers in a digital-first environment.
• Build a diverse talent pipeline and prioritize colleague performance and growth.
• Implement coaching plans that inspire the team to meet personal and branch-wide goals.
• Communicate business priorities in a way that energizes and empowers colleagues to execute with confidence.
• Combine financial acumen with strategic insights to guide decision-making and deliver results.
• Direct all colleague and sales activities to ensure key targets are met and exceeded.
• Act as a visible and engaged brand ambassador, connecting with the local community to cultivate new and deepen existing customer relationships.

Qualifications

Required Qualifications

• High School diploma or equivalent required.
• Leadership experience, with proven ability to coach and develop to drive sales excellence, ensure the delivery of world-class customer service, and operational integrity in a high-volume branch environment.
• 4 years of sales management experience in Retail or Branch Banking environment.
• Successful record of managing objectives in meeting sales goals, deadlines and branch goals in a profit and loss environment.
• Drive an exceptional customer experience validated through customer satisfaction surveys.
• Maintain strong partnerships with community & civic organizations.
• Successful candidate must meet and comply with all requirements set forth in the SAFE Act, including, but not limited to successful completion of the required background checks and obtaining a unique identifier from the NMLS.

Preferred Qualifications

• Associate’s or Bachelor’s degree preferred.
• Retail banking experience.
• Talent sourcing & assessment experience.

Pay

The salary range for this position is $81,000.00 - $111,000.00 per year, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.