Senior Branch Manager

About the Role

The Senior Branch Manager is responsible for maintaining a track record of consistent, high performance of a performing branch. This individual must demonstrate a high level of leadership and mentor branch personnel. The Senior Branch Manager also manages the business development and operations of the branch or multiple branches.

Responsibilities

• Leadership
  • Create and maintain a sales and operations strategy that aligns with a high-performing and high-volume branch.
  • Directly manage the daily activities of employees, coordinating and prioritizing duties and assignments while appraising employee productivity and performance.
  • Monitor staff attendance, work standards, and adherence to company policies.
  • Compose and deliver performance evaluations.
  • Serve as a coach and mentor to branch personnel, including training and developing new Branch Managers and Assistant Branch Managers.
  • Promote teamwork within the branch to encourage participation in sales and service activities.
  • Provide actionable advice and insight on sales preparation and presentation, tailoring the message to the audience.
  • Promote career development by assigning actionable objectives and developing individualized skillsets using internal and external tools (e.g., LinkedIn Learning, First American Bank University).
  • Serve as a professional role model in appearance, dress, and communication.
  • Handle employee hiring, training, staff development, timecard approval, scheduling, and assist with daily workload coverage.
  • Facilitate cross-training of staff to ensure adequate shift coverage.
  • Develop and implement sustained team and individual sales strategies to promote products and services.
• Business Development
  • Act as an ambassador of First American Bank by building relationships to uncover opportunities and provide solutions.
  • Develop and implement strategic and market plans to grow and retain branch customer deposit and loan balances.
  • Execute business plans to achieve new relationship acquisition, business partner referrals, and existing relationship expansion within a geographic territory.
  • Utilize tools and resources to organize and analyze customer data, aligning customer needs with tailored product recommendations.
  • Manage pipeline to capture conversations and opportunities for prospective and current customers.
  • Collaborate with internal business units to ensure a cohesive customer experience.
  • Increase brand awareness in the community by representing the company at local events and developing partnerships.
  • Report sales activity and outbound efforts to the Regional Sales and Service Manager.
• Service
  • Participate in customer service phone queues, performing research and redirecting customers as needed.
  • Manage and model customer experience, ensuring satisfactory service standards and resolution.
  • Leverage tools and resources to identify opportunities for customized solutions.
  • Perform daily personal banking tasks, including opening, maintaining, and closing deposit accounts (consumer, business, and IRAs).
  • Provide teller services, including balancing teller drawers, processing transactions, cash advances, and ordering coin.
  • Exercise check cashing and full transaction approval authority.
  • Adhere to and uphold all written policies and procedures, including security, operations, and personnel policies.
  • Maintain building space, appearance, and equipment, including directing maintenance and securing supplies.
  • Perform opening/closing procedures of the branch, including managing keys and vault combinations.
  • Monitor branch operations, including cash levels, vault security, and surveillance equipment.
  • Ensure staff meets work deadlines and responsibilities are completed on time.
  • Resolve problems, provide solutions, and overcome customer service objections.
  • Manage risk by ensuring compliance with bank policies, procedures, and regulatory requirements.
• Risk Management
  • Interpret, implement, and enforce compliance requirements for the branch.
  • Serve as an internal branch auditor and execute branch audits to ensure compliance.
  • Analyze and identify risks during customer transactions and escalate suspicious activity as needed.

Requirements

• High School degree or equivalent.
• This position requires taking loan applications and closing loans.
• May require registration and maintenance with the Nationwide Mortgage Licensing System & Registry (NMLS).
• Five years of management experience within a financial services or retail bank environment.
• Proven track record of successful service and sales performance within a high-performing branch.
• Consumer and mortgage lending experience.
• Demonstrated leadership in work, school, military, or community organizations.
• Self-motivated with the ability to handle customer and operational challenges.
• High level of decision-making to manage risks associated with business objectives and compliance.
• Professional demeanor with the ability to tailor communication to the audience and situation.
• Strong written communication skills, maintaining professional standards in spelling and grammar.
• Ability to maintain good working relationships with internal partners using a constructive, solutions-focused approach.
• Sound professional judgment to balance organizational and customer interests while mitigating risks.
• Cold calling sales ability with an assertive, positive, and persistent style.
• Proficiency with Microsoft 365 products and applications.
• Ability to learn new systems and adapt to system upgrades.
• Occasional travel to other First American Bank locations for assistance, audits, or training.

Schedule

Typically scheduled for a 40-hour work week with shifts between the hours of Monday through Friday 8:00 a.m. to 6:00 p.m. and Saturday 8:00 a.m. to 1:00 p.m. Additional hours may be required for phone queues, after-hours meetings, and call nights.