Citizens Branch Manager

About the role

At Citizens, we're focused on relationship-building and delivering exceptional customer experiences through every interaction. By fostering deep and lasting relationships, we drive customer loyalty while advancing our strategic goals to acquire, retain, and grow the business. As a Branch Manager (BM), you will lead your team in exceeding customer expectations, nurturing relationships that drive long-term success. In this role, 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.

Responsibilities

• Lead your team in exceeding customer expectations and nurturing relationships that drive long-term success
• Spearhead branch performance, sales growth, and an outstanding colleague and customer experience
• Create and sustain a strong customer-centric culture through inspirational leadership, collaborative partnerships, and sound operational practices
• Help your team achieve individual and collective performance and sales goals through innovative solutions that address customer needs and deliver product and service value
• Thrive in a digital-first environment, showcasing the seamless accessibility of mobile and online banking platforms to customers
• Play a pivotal role in building a diverse talent pipeline, developing colleagues to meet evolving business needs, and prioritizing their performance and growth
• Implement coaching plans that inspire your team to achieve personal and branch-wide goals
• Effectively 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 not only met but exceeded
• Connect with the local community as a visible and engaged brand ambassador to cultivate new customer relationships and deepen existing ones

Qualifications

• High School diploma or equivalent required
• Leadership experience, with proven ability to coach and develop to drive sales excellence, ensure delivery of world-class customer service, and operational integrity in a high-volume branch environment
• 4 years 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
• Must meet and comply with all requirements set forth in the SAFE Act, including successful completion of required background checks and obtaining a unique identifier from the NMLS

Preferred qualifications

• Associate's or Bachelor's degree preferred
• Retail banking
• Talent sourcing & assessment