Retail Office Manager | Fanning Springs

About the role

The Retail Office Manager leads a single office (which may include a drive-through) to deliver an exceptional client experience through associate interactions, office appearance, and the products and services offered. This role sets the strategic direction, manages performance, coaches and rewards the team, and ensures operational and sales objectives are met. The Retail Office Manager directly supervises the Retail Assistant Office Manager and Traveling Support Associate(s), supports Retail Bankers, and collaborates with business partners to generate referrals. In offices without a dedicated Assistant Office Manager, the Retail Office Manager also oversees transaction operations, cash management, and vault activities. This position has authority for employment decisions.

All associates must access and protect confidential client information with discretion and adhere to non-negotiable Banker Standards, including practicing SGNNT (smile, greet, name, name, thank you) at all times.

Responsibilities

• Ensure adherence to all tasks in the Office Certification Guide, coordinating with the Retail Assistant Office Manager when applicable.
• Build strong, loyal client relationships and enhance the client experience through care, passion, and outreach.
• Serve as a product and service expert, conveying confidence and positivity to influence brand perception and grow client and associate relationships.
• Drive a culture focused on associate engagement, retention, and exceptional client experience to achieve goals and increase revenue.
• 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.
• Set the strategic direction of the office to deliver consistent client experience and manage associate relationships.
• Develop strong relationships with team members, key Bank partners, product and support partners, and other business partners.
• Identify creative opportunities to grow revenue, deepen client relationships, and penetrate client portfolios.
• Exhibit professionalism and a strong work ethic, balancing coaching, mentoring, expectation-setting, and measurement.
• Foster 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.
• Empower teams with knowledge, resources, clear expectations, and trust to consistently meet goals.
• Ensure ongoing team training and timely completion of all Bank-sponsored meetings, training, and courses related to products, services, and initiatives.
• Maintain Performance Standards for office associates, ensuring adherence to policy and procedures, including managing overages and shortages.
• Manage all 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, marketing materials, and general upkeep.
• Manage budgetary expenses, including Rewards and Recognition, PR Pool Funds, FMI, and other office expenses; process payments.
• 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 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.

Associated Duties

• 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 following teams:
  • Disaster Recovery Team
  • New Office Opening Team
  • Existing Office Closing Team
  • Acquisition/Conversion Team
  • Robbery Response Team
  • 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, typically acquired through post-high school and/or college education with specialized training in business or banking.
• Banking experience preferred.
• Effective written and oral communication skills to positively engage clients and prospects.
• 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 as determined by the Regional Experience Manager.
• Driving as required by the position.
• In rare instances of major or extensive 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.