Retail Office Manager | Apalachee Parkway

Full-time, Monday–Friday, 40 hours per week.

About the role

The Retail Office Manager leads one office (which may include a drive-through facility) to deliver an exceptional client experience through associate interactions, office appearance, and the products and services offered. This role sets the strategic direction of the office, communicates performance results, coaches and recognizes accomplishments, and builds a high-performing team. The Retail Office Manager directly manages the Retail Assistant Office Manager and Traveling Support Associate(s), supports Retail Bankers, and works with business partners to identify referral prospects. In offices without a dedicated Assistant Office Manager, the Retail Office Manager also oversees transaction-area operations, including cash management, vault activities, and all transaction-related duties. This position has direct responsibility for employment decisions.

All associates at Capital City Bank, Capital City Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.

Responsibilities

• Ensure adherence to all tasks identified in the Office Certification Guide, in coordination with the Retail Assistant Office Manager when applicable.
• Foster strong, loyal relationships between clients and the brand through client outreach and exceptional service.
• Serve as a products and services expert, conveying confidence and positivity to influence brand perception and grow client and associate relationships.
• Drive a culture focused on associate engagement and retention to achieve an exceptional client experience, goals, and revenue growth.
• Interview, hire, and manage all approved positions with HR support, including scheduling, coaching, timecards, overtime, budget, training, performance reviews, and associate relations.
• Comply with all Training Checklists and Accountability Charts; use performance management tools to attract, develop, and retain talent.
• Provide leadership in creating the strategic direction of the office to deliver consistent client experience and associate relationship management.
• Develop strong relationships with team members and key Bank, product, and support partners.
• Identify creative opportunities to grow revenue, deepen client relationships, and penetrate client portfolios.
• Exhibit professionalism and a strong work ethic, balancing coaching and mentoring with expectation-setting and measurement.
• Develop teamwork, share knowledge, instill trust, and set clear expectations for consistency across the Bank.
• Promote, motivate, and coordinate sales activities and onboarding to exceed office production goals, including Credit Card, Merchant Services, CCI, and other business partner referrals.
• Ensure teams are equipped with knowledge, resources, clear expectations, and trust to meet performance goals.
• Oversee ongoing team training and timely completion of all Bank-sponsored meetings, training, and courses.
• Maintain Performance Standards for office associates, ensuring adherence to policy and procedures, including management of overages and shortages.
• Manage performance exceptions (e.g., fee waivers, wires, Cash Management) and provide guidance to correct errors and avoid repeats.
• Fulfill the functional role of Retail Banker as needed, providing clients with product and service information while delivering an exemplary experience.
• Process daily Insufficient/Returned Items before the daily cutoff.
• Oversee office appearance, branding, display of marketing materials, and general upkeep.
• Manage budgetary expenses, including Rewards and Recognition, PR Pool Funds, FMI, and other office expenses; process expenses for payment.
• Manage PTO schedules to prevent staffing shortages and ensure adherence to the annual 5 consecutive days requirement.
• Oversee office security and associate/client safety, including adherence to related policies and procedures (e.g., Automobile Accident Report, Property Loss Report, Currency Transport, Monthly Security Testing).
• Initiate and follow up on office maintenance and repair requests.
• Assist with research and resolution of client issues/complaints, initiating client contact and escalating to management as needed.
• Actively participate in community organizations and events to generate goodwill and business development opportunities within time and budget constraints.
• Supervise office security, including open/close procedures, dual control, all-clear signal, and alarm testing.
• Attend management meetings as required.
• Handle overrides as applicable.
• Ensure timely completion of security functions, including all-clear signal, security alarm testing, separation audits, open/close procedures, and over/short GL review.
• Provide oversight of key/combo log.
• Complete all assigned/required Bank training within established timelines.
• Provide additional support to manager and department colleagues.
• Serve as a member of the Disaster Recovery Team, New Office Opening Team, Existing Office Closing Team, Acquisition/Conversion Team, Robbery Response Team, and After Hours Office Contact List.

Requirements

• Associate’s or Bachelor’s degree in business or finance from an accredited college required; relevant experience may substitute for the education requirement.
• 5–7 years of related experience, preferably in banking.
• Effective written and oral communication skills to positively engage clients and prospective clients.
• Strong leadership, organizational, and time management skills.
• Ability to exercise sound and reasonable judgment.
• Demonstrable business development and leadership skills.
• Proficiency in Word and Excel software.
• Familiarity with Jack Henry Xperience preferred.
• Experience with a customer relationship management system is a plus.
• Preferred use and/or understanding of Capital City Bank products and services.

Working Conditions

• Office and lobby/professional environment.
• May be required to attend after-hours business-related meetings or events.
• Driving as required by the position.
• In rare instances of major natural disasters, epidemics, pandemics, or other disruptions, relocation or telecommuting may be necessary to ensure business continuity.

Benefits

• Medical, Dental, and Vision coverage.
• Life Insurance.
• 401(k) with matching.
• Flexible Spending Accounts.
• Tuition Assistance.
• Stock Purchase Plan.
• Discounts on Products and Services.