<p>SUMMARY</p> <p>The Senior Branch Manager is responsible for managing the sales performance and service quality of an assigned Branch. This position provides appropriate guidance and coaching to branch staff and supports other managers to maximize client satisfaction and Branch performance. This position will provide support to Regional Retail Managers when needed and will have the ability and responsibility to provide risk-based approvals according to the limits of authority. Remains accountable for branch profitability through the growth and retention of deposits, new consumer and small business loans, maximization of fee-based services, and exceeding established client service expectations. Responsible for growing business and personal banking relationships through community involvement, focused sales efforts and outside small business development calls. Provides positive sales and service leadership with proactive coaching to foster an environment in which all Branch colleagues can maximize optimum sales and service performance, while providing motivation to inspire continuous enhancement of overall performance.</p> <p>PRIMARY DUTIES/RESPONSIBILITIES:</p> <p>Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.</p> <ul> <li>Represents the Bank's goals, values and standards of conduct, leading by example and motivating branch colleagues and managers in order to maximize productivity and accomplish the sales and service objectives. </li><li>Responsible for achieving and exceeding annual revenues, sales and client satisfaction targets and minimizing operational losses. </li><li>Exemplifies, by leading by example, and holds staff accountable for meeting or exceeding the Bank's Mission, Vision, Core Values, and Golden Rules of Service. Solidifies a culture that exceeds expectations. </li><li>Demonstrates a servant-style leadership that is selfless and compassionate. Creates a caring place to work that attracts, grows and retains the right people. Must be fun, positive and engaging while providing direction and fostering personal accountability. </li><li>Provides positive leadership that consistently demonstrates effective communication and empowerment while assisting managers and staff in reaching their maximum potential. </li><li>Provides feedback and coaching, and measures performance against the goals. Develops action plans and strategies to enhance sales and service performance where necessary. </li><li>Conducts coaching to ensure their branch team is providing the highest level of client service, while proactively expanding client's relationships to maximize retention, growth, and profitability. </li><li>Provides assistance to Regional Retail Managers as requested which may include things such as coaching, skill development, technical support and risk-based decision making. </li><li>Ensures effective interactions with assigned Business Partners in identifying referral opportunities, as well as scheduling joint business development calls with existing and prospective clients. </li><li>Retains staff through positive employee relations. Develops strategies to minimize turnover and motivate increased performance and positive morale which helps create a fun place to work. </li><li>Evaluates colleagues' performance on a consistent basis, providing positive interactive coaching as needed; prepares formal written evaluations with specific actions plans to address performance deficiencies as required. </li><li>Provides direction and guidance to colleagues and Branch Managers in resolving complex problems for colleagues and clients. Utilizes knowledge and experience in exercising discretion and independent judgment to help complex transactions and resolve client relation problems. </li><li>Facilitates branch colleague and sales meetings including the recognition, selection, and presentation of pertinent topics. </li><li>Actively participates in the sales development program with each branch as needed including sales calls and administrative support activities. </li><li>Performs other relevant duties as assigned. </li><li>Regular and reliable attendance are essential functions of the job. </li></ul> <p>Client Relations and Sales</p> <ul> <li>Enhances the client experience and the reputation of the Bank by warmly and sincerely greeting and engaging clients and providing superior client service. Actively participates in the Bank's sales development program including direct generation of sales leads. </li><li>Actively participates in sales efforts to grow the branches loan and deposit portfolios. </li><li>Ensures the entire team at the branch creates a memorable client experience by proactively building, maintaining, and growing relationships through various communication channels. Coaches, mentors and holds staff accountable to provide a superior level of service by identifying clients' needs and recognizing and acting upon opportunities to offer Bank products and services. </li><li>Role models and coaches staff to engage in professionally curious conversations with prospective and existing clients in order to uncover service opportunities. Mentors and encourages staff to ask questions to understand what is important to the client and how the Bank can help meet the client's financial needs. Uses a consultative approach while tailoring recommendations and solutions. </li><li>Works to bring the client's expectations in line with the Bank's capabilities in order to achieve the client's desired outcome. In every interaction, looks for ways to say "yes" to the client, adapting, as needed, to meet the ever-changing needs of our clients and the communities where we do business. </li><li>Develops strong relationships with other colleagues at the Bank in order to introduce clients to specialists who can assist with specific financial needs. </li><li>Demonstrates a high level of knowledge in consumer lending and has a strong operational background and knowledge to effectively open new accounts through our Platform system. </li></ul> <p>Qualifications</p> <p>EXPERIENCE REQUIREMENTS:</p> <ul> <li>A minimum of seven years management experience in retail banking is required. </li><li>A minimum of five years of previous sales management experience in a supervisory role in a proactive sales/service culture required. </li></ul> <p>EDUCATION REQUIREMENTS:</p> <ul> <li>High School graduate required </li><li>Bachelor's degree highly preferred; or commensurate level of combined work experience and education in business finance, accounting or similar capacity. </li></ul> <p>OTHER REQUIREMENTS (SKILLS, ABILITIES, CHARACTERISTICS):</p> <ul> <li>May act as the Bank's Assistant Security Officer of an assigned region responsible for responding to any robbery and following the Bank's Robbery Procedures. Responsible for compliance and training related to the bank's Bank Protection Act policy within their region. </li><li>Participates in community affairs to increase the Bank's visibility and enhance new business opportunities. </li><li>Strong business development and people skills to market the bank and oneself in all situations, whether during or after business hours. This includes the ability to identify banking opportunities, and if necessary, refer the clients to the appropriate person. </li><li>Excellent interpersonal skills, enabling the individual to successfully motivate and work with a diverse group of people. </li><li>Excellent supervisory skills, with a proven ability to handle people and situations in a positive and effective manner. </li><li>Excellent organizational and communication skills. </li><li>Proven sales track record with a results-oriented personality with professional appearance and actions. </li><li>High level of employment law knowledge including discipline, FMLA and other related regulations. </li><li>High level of problem-solving skills enabling individuals to take responsibility and/or risk to resolve situations where the outcome will reflect our commitment to quality and client satisfaction. </li><li>Effective coaching skills to maximize individual/team performance. </li></ul> <p>ADDITIONAL INFORMATION</p> <p>SUPERVISORY RESPONSIBILITY: Yes</p> <p>PHYSICAL REQUIREMENTS:</p> <p>While performing the duties of this Job, the employee is required to work in a normal office environment and frequently lift and/or move up to 50 pounds.</p> <p>AA/EOE/D/V/MEMBER FDIC</p>