Branch Operations Leader

Branch Operations Leader

Job Description:

Directs the diverse activities within a branch to drive the branch's operational model towards success by prioritizing customer and employee satisfaction, digital interactions, operations efficiency, service standards, and sales performance. Also takes ownership of personal productivity targets.

Primary Responsibilities:

• Accountable for maximizing profitability through sales leadership, business expansion strategies, and operational goal achievement within the branch.
• Directs the team through coaching, performance appraisals, and organizing tasks by importance. Enhances and fosters the development of branch employees.
• Pinpoints the requirements of Retail and Business Banking customers through the M&T sales strategies, using tools and resources to help customers with immediate and enduring solutions.
• Conducts proactive outreach to effectively cultivate and expand Business Banking relationships, fostering growth. Positions the bank as an active and valued contributor within the community through strategic engagement.
• Conducts interviews to hire employees according to the staffing strategy.
• Demonstrates and guides actions related to customer service and identifying needs through active coaching and modeling. Ensures and maintains accountability for the execution of the Retail strategy.
• Meeting operational and regulatory guidelines, especially in consumer and business banking, is essential for ensuring compliance. Upholding security protocols and control policies is key to preventing fraud and safeguarding customer assets effectively.
• Handles challenging account servicing and error resolution matters, particularly those escalated by other Bankers. Offers coaching and assistance to improve and mitigate future resolution challenges and escalations.
• Involves all team members and business partners as needed.
• Manages Business Banking loan applications up to $100,000 autonomously. Engages in bundling products and services appropriately.
• Ensures adherence to compliance and operational risk controls in line with Company policies and industry standards.
• Advocates for an atmosphere that upholds a spirit of inclusiveness and resonates with the M&T Bank image.
• Follows M&T guidelines on internal controls, including the prompt integration of internal and external audit observations and addressing any issues raised by external regulators as needed.
• Carries out additional tasks as required.
• Manages the standard tasks expected of a manager when it comes to staffing, evaluating performance, recommending promotions and salaries, overseeing performance, and handling terminations.

Scope of Responsibilities:

Tasked with reporting to a Retail Regional Manager, the individual in this role will lead the branch team in achieving annual sales and profitability goals while possessing a thorough knowledge of branch operations.

• The responsibility of Branch Managers includes establishing and maintaining adherence to the federal registration standards specified in the SAFE Act.
• Branch Managers must stay current on operational, product, and system changes/enhancements, as well as demonstrate good risk management decisions. In addition, Insurance licensing minimum expectations must be maintained as outlined in MTS Licensed Banker Academy document. Business Banking Specialist minimum expectations will be set by both the Branch and Retail Regional Manager.
• It is common for Branch Managers to split their time between servicing existing customers and growing the business through proactive sales initiatives and external outreach endeavors.
• Branch Managers are responsible for building productive partnerships with appropriate areas of the bank to ensure customer needs, service issues, and employee issues are resolved timely and accurately. Branch Managers are responsible for taking full ownership of customer issues until they are completely resolved.

Candidates who possess a combination of educational achievements and practical skills are preferred:

• Demonstrated experience in driving sales and fostering business development. Shows a solid understanding of profitability principles.
• Proficient in articulating thoughts and ideas clearly.
• Authenticated skill in showcasing and instructing exceptional customer support.
• Capability to interact and operate professionally with individuals at all levels of the organization and external partners.
• Comprehensive knowledge of financial services products is a plus.
• Strong organization skills, effective time management, and the ability to prioritize tasks are key strengths.

Supervisory/Managerial Responsibilities:

• The responsibility for reporting the performance of branch staff usually lies with Branch Managers.

The educational attainment and hands-on skills required for a specific role:

• A Bachelor's degree is preferred, but candidates can substitute with four years of relevant experience. Applicants should have at least three years of sales experience, along with a minimum of two years of managerial experience or evidence of strong leadership abilities.
• At the discretion of the Market Manager or branch requirements, obtaining Life/Accident and Health Insurance licenses is mandatory within 18 months of starting the job. It is important to note that the branch offers licensing training within a 6-month period.
• It is possible to attain the role of M&T Business Banking Specialist within a year and a half of being hired.
• Exhibited proficiency in business banking products, services, and maintaining positive client rapport.
• M&T Way Certified
• Ideal candidates should hold a Precision Leadership certification and possess proficiency in both English and Spanish, with a preference for the latter
• Have experience with everyday PC applications, including proficiency in Microsoft Office software for word processing and spreadsheet tasks.
• Those with a history of using internet and email are preferred.

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