Branch Experience Manager

POSITION SUMMARY:

The Branch Experience Manager is responsible for driving business growth within the branch and its surrounding market by developing and executing effective sales and service strategies. This role involves supervising, coaching, and mentoring all branch personnel to ensure world-class customer service, operational efficiency, and alignment with the Bank’s goals and objectives. The Branch Experience Manager also oversees daily branch operations, compliance, and facility maintenance, while promoting a culture of engagement and continuous improvement.

ESSENTIAL FUNCTIONS and DUTIES:

• Develop and implement sales and service strategies for branch and market business growth.
• Foster a customer-centric environment through activity-based coaching and exceptional service delivery.
• Ensure daily workload management meets customer expectations and sales goals.
• Oversee account openings and promote bank products and services to customers.
• Maintain and uphold customer service standards across the branch.
• Manage branch compliance with audit requirements and assist with audit and retention tasks.
• Respond to after-hours calls for security issues and assist with ATM maintenance.
• Handle daily branch operations, including approvals of wire transfers and signature guarantees.
• Act as a loan officer and monitor overdrawn accounts.
• Supervise and develop staff, ensuring competency, motivation, and alignment with organizational goals.
• Conduct performance evaluations, maintain staffing schedules, and oversee training and hiring processes.
• Facilitate upward communication and foster a positive team atmosphere.
• Participate in community activities to enhance the bank's visibility and attract new business.

REQUIRED SKILLS and ABILITIES:

• Proven ability to lead, coach, and motivate teams in a customer-centric environment.
• Strong sales, relationship-building, and business development skills.
• Proficiency in PC systems and banking software.
• Exceptional customer service and interpersonal skills.
• Strong written and verbal communication abilities.
• Analytical and problem-solving mindset with attention to detail.
• Ability to manage and prioritize multiple responsibilities effectively.

REQUIRED EDUCATION and EXPERIENCE:

• Preferred: Associate’s degree in business administration or a related field.
• Required: High school diploma or equivalent banking experience.
• Minimum of 5 years of banking experience, with prior exposure to banking roles.
• Previous supervisory experience is essential.
• Valid driver’s license with a clean driving record.

TRAVEL REQUIREMENTS:

• For coverage at other branches, training, banking functions, and sales related duties as necessary.