Branch Service Manager

Job Description:Branch Service Manager

Manages all branch operations to ensure the successful implementation of the branch's operational model, with a focus on enhancing customer and employee experiences, digital engagement, operational efficiency, service quality, and sales performance, as well as meeting personal production goals.

Primary Responsibilities:

• Leading the branch in achieving its financial targets through effective sales leadership, business development strategies, and operational excellence.
• Leads a team through coaching, assessing performance, and prioritizing tasks. Cultivates and grooms branch personnel effectively.
• Identifies the Retail and Business Banking customer needs using the M&T sales approach, leveraging available resources to address customers' immediate and future requirements.
• Engages in proactive outreach to foster and expand Business Banking relationships, contributing to growth. Establishes a robust community presence for the bank, enhancing visibility and networking opportunities.
• Interviews candidates and selects employees based on the staffing framework.
• Sets the standard by actively exemplifying and coaching behaviors concerning customer service and understanding needs. Ensures and sustains accountability for executing the Retail strategy.
• Safeguarding customer assets and preventing fraudulent activities require strict adherence to operational and business banking guidelines. Upholding compliance with security measures and control procedures is essential for protecting customer assets and maintaining operational integrity.
• Takes charge of intricate account servicing and error resolution issues, including those referred by other Bankers. Supplies coaching and guidance to enhance and diminish future resolution problems or escalations.
• Works together with all team members and business associates as required.
• Independently reviews Business Banking loan requests up to $100,000. Proactively consolidates products and services as needed.
• Ensures adherence to compliance and operational risk controls in line with Company policies and industry standards.
• Champions an environment that reinforces a culture of acceptance and mirrors the ethos of M&T Bank.
• Upholds M&T internal control protocols, ensuring timely integration of internal and external audit points and addressing any issues flagged by external regulators as appropriate.
• Performs additional job functions as needed.
• Executes the common duties a manager is responsible for concerning staffing decisions, performance evaluations, promotions, salary suggestions, performance oversight, and terminations.

Scope of Responsibilities:

• It is the duty of Branch Managers to establish and sustain conformity with the federal registration requirements set forth in the SAFE Act.
• Remaining abreast of operational, product, and system changes as well as displaying prudent risk management decisions are key responsibilities for Branch Managers. Additionally, they must adhere to the Insurance licensing minimum standards set out in the MTS Licensed Banker Academy document. Expectations for Business Banking Specialists will be determined by both the Branch and Retail Regional Manager jointly.
• The primary duty of Branch Managers involves managing existing clients as well as dedicating a significant amount of time to driving business growth through proactive sales strategies and connecting with external prospects.
• The primary duty of Branch Managers is to establish constructive partnerships with pertinent bank departments to address customer needs, service matters, and employee issues promptly and accurately. Branch Managers are accountable for overseeing customer problems until resolutions are effectively reached.

Supervisory/Managerial Responsibilities:

• The direct reporting responsibility of branch staff usually falls on Branch Managers.

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

• A Bachelor's degree is desirable; however, candidates can also substitute this requirement with four years of relevant experience. A minimum of three years of sales experience is mandatory, along with two years of managerial experience or proven leadership qualities.
• Obtaining Life/Accident and Health Insurance licenses is a requirement within 18 months of joining the position, as per the discretion of the Market Manager or branch protocols. Training for obtaining these licenses is made available within the first 6 months.
• The role of M&T Business Banking Specialist can be reached within the first year and a half of being brought on board.
• Illustrated a robust comprehension of business banking products, services, and effective client relationship management.
• M&T Way Certified
• Candidates who are certified in Precision Leadership and have bilingual abilities, particularly in Spanish, are highly sought after
• Possess familiarity with typical PC applications, including expertise in Microsoft Office tools for word processing and data manipulation.
• Individuals who have familiarity with internet and email are preferred.

Preference is given to candidates who have a blend of educational qualifications and practical exposure:

• Exhibited expertise in generating sales and advancing business opportunities. Displays a fundamental understanding of financial success.
• Impressive interpersonal communication skills.
• Shown proficiency in displaying and coaching exceptional client assistance.
• Ability to engage in professional communication and collaboration with all personnel and business partners at different levels within the organization.
• Solid background in financial products within the services industry is preferred.
• Strong organization skills, effective time management, and the ability to prioritize tasks are key strengths.

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