Market Retail Manager

About the role

The Market Retail Manager establishes, oversees, and directs all key performance elements within assigned branches, including Sales, Business Development, Customer Service, Hiring Processes, Delivery of Products and Services, and Security and Compliance Performance. This role develops, coaches, and leads teams to retain, build, and grow existing businesses for the bank while working with local management on goal setting, profitable growth, and budgeting. All retail associates within the assigned branches report to the Market Retail Manager.

Responsibilities

• Manage multiple assigned branches.
• Respond to customer issues, including inquiries, requests, and resolving internal and external complaints.
• Provide leadership to staff by coaching branch management teams to achieve their goals.
• Assist branch management or direct/coach associates to ensure sales targets are met and exceptional customer service is provided.
• Work with branch management teams to develop prospect lists and ideas for new business opportunities.
• Attend community involvement and branch activities periodically with assigned branch management teams.
• Determine staffing needs and assist with hiring decisions.
• Coach and address disciplinary actions to ensure expectations for all positions are met.
• Ensure associates receive training and evaluations are completed in a timely manner.
• Evaluate staffing levels and scheduling to ensure branches are properly staffed and comply with the staffing model.
• Review bankers’ dashboards regularly and coach branch management teams on budget adherence.
• Maintain timely sales, compliance, and security records for management review.
• Conduct regular reviews of audit and documentation to verify compliance with laws, regulations, and policies.
• Monitor customer touchpoints to develop and implement cross-selling programs.
• Monitor, measure, and manage sales and business development programs, including sales contests.
• Coach and train retail associates on internal and external sales techniques.
• Oversee performance management for retail staff, including development and retention of key employees.
• Instill and reinforce company culture cornerstones to create a positive work environment.
• Perform other duties and responsibilities as assigned.

Requirements

• Strong leadership capabilities, including the ability to motivate, direct, and empower team members.
• Time management, problem-solving, and organizational skills.
• Ability to read and write procedures, business correspondence, reports, and memos.
• Ability to read and interpret documents such as instructions, procedure manuals, journals, and government regulations.
• Ability to effectively present information in one-on-one and small group settings to customers, clients, employees, and management.
• Ability to collaborate with other lines of business within the bank.

Qualifications

• BS/BA degree or 4-6 years of relevant experience.
• Proficiency in MS Office programs.