Branch Service Manager 1 (On-Site)

SUMMARY:

Manages the operational, control, and service delivery functions performed in assigned branch location in support of the Regions and Areas located in the office. Coordinates with centralized processing and other service departments to insure timely resolution to customer inquiries. Insures high quality service delivery to all customers who interact through a branch office.   Maintains staffing levels appropriate to the work, anticipating shortages and coordinating for coverage as necessary, and participating in further centralization efforts.  May be assigned as Relationship Manager to a small group of accounts.

Role Objectives: Delivery

Increase the deposit base through promoting branch identity, with overall accountability for driving net new business as well as increased share of wallet with existing customers. Cross-sell products and services including revolving lines of credit, syndicated facilities, treasury and cash management services, and trade finance, loans, insurance and investment referrals. Supervise and provide leadership to branch staff in providing customer service. Implement and drive firm-wide campaigns including sales promotion and incentive programs, product launches, customer satisfaction surveys, etc. Maintain overall accountability for the flow of cash and financial instruments within the branch in accordance with firm standards. Have overall accountability for all regulatory and other reporting as required. Accountable for internal control standards, including implementation of internal and external audit points together with any issues raised by external regulators as applicable. Actively manage the branch commercial loan portfolio, identifying problem accounts and creating solutions for repayment. Oversee personnel decisions at the branch level, including hiring, training, advancement, pay decisions, etc.

PRINCIPAL DUTIES & RESPONSIBILITIES:

Customer Service: Responsible for delivery of high-quality service to customers who contact branch offices consistent with the Bank’s Mission Statement.  Encourages staff to cross-sell services as appropriate to meet customer needs, enhance customer satisfaction, and assist in meeting branch deposit goals.  Ensure that customer complaints and inquiries are reported and resolved timely and effectively.

 Support of Relationship Managers: Participate in the development of Service Level Agreements for functional responsibilities within the branch in conjunction with Regional, Area, and Relationship Managers in the CBD, JBD, and SSSD Divisions.  Monitor and report performance against agreed upon standards and take necessary actions to improve performance as required.  May function as Relationship Manager on a small group of accounts.

 Transaction Processing: Insure efficient and effective processes within branch locations for teller transactions, customer inquiries, new accounts, and safe deposit transactions.  Coordinate with and utilize centralized service and support areas to insure efficient processing.

 Risk Management/Operations Quality: Ensure adequate control over branch assets through enforcement of bank policies, adequate oversight of branch control processes, and by exercising sound judgment in approvals and recommendations.

 Human Resource Management:  Recruit, train, and motivate staff to meet goals and provide appropriate levels of service.  Manage salary expense within budgets and performance guidelines.

 Staffing:  Monitor work volumes to insure appropriate staff levels in branch.  Coordinate work schedules to insure adequate coverage during staff shortages and/or vacations.  May be assigned other duties and responsibilities as necessary.

POSITION SPECIFICATIONS:

Education:    Bachelor’s degree in business administration preferred. High School Graduate with equivalent will be considered.

Experience:    5-7 years of progressive previous branch operations experience in a commercial bank environment.

Skills/ Qualifications:    

Demonstrated supervisory and customer service skills. Familiarity with all legal aspects of Bank Operations and Human Resources. Excellent written and verbal communication skills are essential. Thorough knowledge of Bank systems and process. Proficiency in MS Word and Excel. Knowledge of office methods, procedures and practices including the use of standard office and teller equipment. Work as part of a team. May require lifting up to 25lbs