Branch Services Manager

Branch Services Manager

Manages all branch activities to uphold the branch's operational model successfully, with a focus on enhancing customer and employee satisfaction, digital engagement, transactions and operations, service quality, sales performance, and personal production responsibilities.

Primary Responsibilities:

• Leading sales initiatives and business development efforts to maximize profitability, meet operational objectives, and achieve annual branch goals.
• Leads the team through coaching, performance supervision, and priority setting. Develops and strengthens branch staff effectively.
• Discovers Retail and Business Banking customer needs through the M&T sales processes, using tools and resources to offer customers assistance with short and long-term resolutions.
• Engages in targeted outreach to proactively nurture and expand Business Banking relationships, driving growth initiatives. Strengthens the bank's community footprint and connectivity through purposeful interactions.
• Conducts interviews to hire employees according to the staffing strategy.
• Engages in actively demonstrating and coaching behaviors related to customer service and recognizing needs. Upholds and reinforces accountability for implementing the Retail strategy.
• Ensuring adherence to operational and business banking guidelines is critical for maintaining compliance and upholding security measures. Preventing fraud and protecting customer assets require consistent compliance with regulatory and operational requirements.
• Manages intricate account servicing and error resolution problems, including those directed by other Bankers. Provides coaching and direction to improve and minimize future resolution difficulties or escalations.
• Communicates and interacts with team members and business associates in a suitable manner.
• Manages all Business Banking loan requests up to $100,000 independently. Actively seeks opportunities to bundle products and services accordingly.
• Ensures compliance with operational risk controls based on Company and regulatory standards and policies.
• Supports a setting that nurtures a sense of community and embodies the ethos of M&T Bank.
• Maintains M&T internal control framework, including timely implementation of internal and external audit points and addressing any issues raised by external regulators as appropriate.
• Handles any other associated duties as delegated.
• Carries out the traditional duties expected of a manager concerning staffing decisions, performance assessments, promotions, salary recommendations, performance oversight, and terminations.

Scope of Responsibilities:

The individual in this role will report to a Retail Regional Manager, leading the branch team to achieve annual sales and profitability objectives, and possessing a comprehensive understanding of branch operations.

• Branch Managers have the responsibility to establish and maintain federal registration requirements outlined 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.
• Key responsibilities of Branch Managers include tending to the needs of current clients while also focusing on expanding the business through proactive sales activities and engaging in outreach efforts.
• 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.

Supervisory/Managerial Responsibilities:

• The supervision and management of branch staff are typically the responsibility of Branch Managers.

The academic qualifications and practical skills required for a specific role:

• Bachelors degree, OR, in lieu of degree, Four (4) years relevant experience. Minimum three years sales experience. Minimum two years managerial experience or proven leadership abilities.
• Within the first 18 months of entering the role, securing Life/Accident and Health Insurance licensing is necessary as per the Market Manager's discretion or branch regulations, with licensing training readily available within the initial 6 months.
• Within 18 months of being hired, individuals can aspire to become an M&T Business Banking Specialist.
• Demonstrated a solid understanding of Business Banking products, services, and effectively managing client relationships.
• M&T Way Certified
• Individuals who are certified in Precision Leadership and are bilingual, with Spanish proficiency being preferred, are encouraged to apply for this opportunity
• Skilled in operating popular computer software, such as Microsoft Office programs for word processing and spreadsheet management.
• Experience with Internet and email preferred.

The emphasis is on candidates who have a mix of educational background and hands-on expertise:

• Demonstrated sales/business development experience and success. Has fundamental understanding of profitability.
• Effective in conveying messages and building relationships through communication.
• Established demonstration of showcasing and mentoring exceptional customer service.
• Ability to communicate and collaborate professionally with individuals throughout the organization and external partners.
• Demonstrated expertise in financial products within the services sector is desirable.
• Demonstrating strong organization, effective time management, and prioritization skills is essential in various contexts.

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