Branch Service Manager 2 (On-Site))

JOB 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 servicedepartments 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.

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 asappropriate 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 RelationshipManagers 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 tellertransactions, 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. 

Role Objectives: Expertise

Display a comprehensive knowledge of the bank's products and services, such as such as term loans, revolving lines of credit, syndicated facilities, treasury and cash management services, and trade finance. Where relevant, understand the broader offerings of the firm beyond the retail branch, in order to cross-sell additional useful offerings Demonstrate a complete command of relevant and related products Have a deep understanding of the USA PATRIOT Act, Bank Secrecy Act, the Office of Foreign Assets Control sanctions program, TILA-RESPA integrated disclosures as it pertains to the branch, including Customer Identification Program, AML, KYC, customer due diligence, and high-risk account identification. Display the requisite expertise and judgment to approve various large transactions, general ledger tickets, and the approval of reports and cash counts. Demonstrate a broad understanding of the external market, include products, rates, terms, service levels, etc., of competitive entities, in order to make recommendations to enhance, where possible, the branch offering to better compete. Understand underwriting standards and practices such that loans originated at the branch level are in adherence to existing guidelines, and in compliance with all relevant regulations. Have the necessary knowledge to review and assess the risk of all transactions executed by the branch team.