The Branch Manager is responsible for the administration and efficient daily operation of a full-service bank branch including operations, client service, product sales, and security and safety in accordance with the Bank's objectives. This position is expected to work in office.
Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.
Essential Duties and Responsibilities include the following:
Management Activities
- Hires and develops quality staff ensuring proper skills and staffing levels to ensure the highest level of customer service
- Regularly (at a minimum monthly) meets one-on-one with each direct report to determine team needs and career goals. Conversations should be documented for coaching opportunities
- Ultimately responsible for ensuring that all staff are trained in sales and service techniques
- Promotes core deposit growth through creation and management of in branch sales promotions
- Monitors branch trends via daily review of the Vital View Dashboard to monitor deposit base, transaction counts, cost of funds; ensures the staff is aware of the branch progress via staff meetings white boards, etc. Also investigates and follows up on significant changes in branch status of existing customers. Informs the VP Area Manager of potential issues
- Ensures effective communication to staff regarding items communicated in Branch Manager meetings and any implementation of policy and procedure changes as approved by Senior Management; also, schedules and conducts any necessary training for staff to ensure all staff members are aware of changes
- Quickly resolves issues of non-performance including termination in accordance with Poppy Bank policies and procedures
- Conducts annual performance and compensation reviews for direct reports
- Maintains knowledge of security and safety policies and strictly adheres to established procedures; and ensures branch staff is properly trained and made aware of any changes to the branch’s plan and procedures
Operational Activities
- Communicates goals to staff regarding the overall profitability of the branch; implements costs controls, income generation, and branch marketing efforts; monitors expenses to ensure compliance with budget. Partner with Branch Operations Officer/Branch Operations Specialist in the completion of monthly Certification packages, and review for completeness prior to submission
- Ultimately accountable for branch performance on audits and compliance with established bank operating procedures and practices
- Ensures operational quality control based on published procedures and initiates corrective actions; ensures that the branch is following established Bank policies, procedures and state and federal regulations
- Participates and directs day to day operations for the branch; approves large deposits and withdrawals; reviews and approves daily reports according to published procedures
- Reviews NSF and overdraft reports for the branch and approves or declines such exceptions within established limits in the Transaction Approval Authority matrix
Customer Service/Retention Activities
- Enforces superior customer service through example along with periodic meetings and presentations on this topic. Manages the branch mystery shops and provides coaching to accomplish the branch goal
- Creates a warm, welcoming, and friendly experience for all customers and employees. Models’ exemplary customer service qualities demonstrating a positive, can-do attitude and customer first culture
- Actively manages client issues before they escalate to senior management. Manages processes, solves, and answers complex business and consumer account transactions, i.e., is proactive
- Works with staff to generate ways to pleasantly surprise customers, differentiating the bank from competitors
- Assists customers with account servicing needs and resolves difficult customer issues with diplomacy
- May function in any branch capacity and serves as a resource for complex account servicing needs
Sales Leadership
- Develop and execute sales strategies, relationship building and community strategies that are aligned with the branch’s goals. Strategies include but are not limited to outbound/appointment calls, in person meetings, business networking and participation in branch and community events
- Research branch market area to create and implement effective sales techniques which will generate additional new accounts and new deposits
- Develop and coach branch team sales skills while ensuring high product knowledge
- Ensure branch team is actively profiling customers to understand their complete financial picture and to identify opportunities to deepen and grow relationships
- Implement tactical plans to actively call on new and prospective customers, exploring needs and cross-selling bank products and services
- Work closely with Area Manager and SVP Regional Sales Manager to partner in joint marketing plans and cross-selling efforts
- Refer small business credit opportunities and work with the loan department to facilitate application process
- Coaches team to participate in initiating quality referrals
Community Relations Activities
- Promotes the Bank’s CRA policies and programs; participates in various professional, civic and community activities; as needed, forwards all related documents, comments, or requests to the CRA Officer
- Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
Supervisory Responsibilities
- Expected to manage 2 or more branch employees
- Provide ongoing operational guidance, training, and development to all staff members
- Responsible for regularly assessing all staff member performance, addressing performance management situations, and completing Mid-year and/or Annual Evaluations
- Actively assist in managing employee schedules and confirming accurate timecards
Qualifications
- Proven sales ability and documented branch growth
- Minimum of 7 years in a branch environment
- Minimum of 5 years branch management experience
- Minimum of 3 years management of complex business and consumer accounts
- Excellent interpersonal, verbal, and written communication skills
- Leadership and experience in teamwork (or team building) and customer service
- Experience in hiring, training, coaching and performance management of employees
- Active involvement in business related local community organizations (i.e., Rotary, Chamber of Commerce, etc.)
- Notary Public preferred
- Must be proficient using Word, Excel and Outlook applications and banking programs
- Requires the ability to work flexible hours in some cases beyond scheduled hours
- Current California driver’s license and a vehicle with appropriate insurance coverage to drive in the course of performing assigned duties and responsibilities
Physical/Mental Demands & Work Environment:
The incumbent in the course of performing this position frequently spends time writing, typing, speaking, listening, operating basic business equipment, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, walking, standing, reading documents or instruments, detailed work, problem solving, client contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. The incumbent for this position will occasionally lift up to 15 pounds, pull, squat, kneel and reach. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The work environment is typically quiet to a moderate noise level.
Travel is required. It is primarily local during the business day, and occasionally there will be out-of-area and overnight travel.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management reserves the right to change this position description at any time.
See qualifications above.
Poppy Bank is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
For San Francisco Postings, review Fair Chance Ordinance.
Poppy Bank Notice to Applicants CCPA & CPRA
