Branch Operations Manager

Branch Operations Manager

Job Description:

Oversees all branch operations and ensures the branch's overall success by focusing on customer and employee satisfaction, digital interaction, operational efficiency, service quality, and sales performance. Also accountable for individual productivity within the branch.

Primary Responsibilities:

• In charge of overseeing sales growth and business expansion to drive profitability, while also ensuring operational targets are met and annual branch objectives are achieved.
• Guides the team by offering coaching, overseeing performance evaluations, and establishing priorities. Enhances and nurtures branch personnel.
• Recognizes customer needs in Retail and Business Banking by following M&T sales procedures, utilizing available tools and assets to offer customers both immediate and future-oriented resolutions.
• Expands Business Banking connections through proactive outreach efforts, fostering growth. Enhances the bank's visibility within the local community by establishing relationships.
• Conducting interviews and choosing candidates according to the staffing plan.
• Demonstrates and guides customer service and identification of needs through active modeling and coaching. Upholds and ensures responsibility for implementing the Retail strategy.
• Ensuring the upkeep of operational and consumer business banking guidelines is essential in maintaining compliance. This involves adhering to security protocols and control policies to safeguard customer assets and prevent fraudulent activities.
• Assumes responsibility for handling intricate account servicing and error rectification matters, even those forwarded by colleagues. Offers mentoring and direction to enhance and diminish potential resolution problems or escalations.
• Collaborates with all team members and business associates as necessary.
• Handles Business Banking loan applications up to $100,000 individually. Actively pairs relevant products and services together.
• Follows relevant compliance and operational risk measures as outlined by Company and regulatory guidelines.
• Fosters a setting that nurtures a sense of inclusivity and mirrors the identity of M&T Bank.
• Adheres to M&T internal control regulations, ensuring prompt execution of both internal and external audit findings and addressing any concerns highlighted by outside authorities where relevant.
• Carries out additional tasks as required.
• Exercises the typical responsibilities of a manager in relation to staffing, performance evaluations, advancements, salary suggestions, performance oversight, and dismissals.

Scope of Responsibilities:

Reporting to a Retail Regional Manager, this role involves overseeing the branch team to meet yearly sales and profitability targets while possessing a strong understanding of branch operations.

• Branch Managers are tasked with the duty of setting up and upholding the federal registration prerequisites as detailed in the SAFE Act.
• Branch Managers need to keep up-to-date with operational, product, and system updates and improvements, while also showcasing sound risk management judgment. Furthermore, they are required to adhere to the Insurance licensing standards detailed in the MTS Licensed Banker Academy guide. The minimum performance standards for Business Banking Specialists will be determined jointly by the Branch and Retail Regional Manager.
• Branch Managers often dedicate a portion of their work hours to attending to current clients while focusing predominantly on expanding the company through proactive sales efforts and reaching out to potential customers.
• Branch Managers are tasked with establishing effective collaborations with relevant bank departments to address customer needs, service concerns, and staff-related matters promptly and correctly. Their duty involves assuming total responsibility for customer problems until satisfactory outcomes are achieved.

The credentials and practical experience expected for a certain role:

• A Bachelor's degree or an equivalent of four years of relevant experience is required. Candidates must have a minimum of three years of sales experience. Additionally, a minimum of two years of managerial experience or demonstrated leadership skills is necessary.
• 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.
• Becoming an M&T Business Banking Specialist is achievable within 18 months after joining the company.
• Showed expertise in business banking offerings, services, and handling client interactions effectively.
• M&T Way Certified
• Preferred qualifications include being certified in Precision Leadership and being bilingual with a preference for Spanish proficiency
• Utilize popular computer applications, such as Microsoft Office programs for creating documents and managing data.
• Experience using the internet and email is preferred.

The desired qualifications include a preference for education and practical knowledge:

• Proven track record in sales and cultivating business growth. Possesses a solid grasp of financial viability.
• Outstanding abilities in verbal and nonverbal communication.
• Demonstrated skill in showcasing and mentoring outstanding customer support.
• Proficiency in interacting and operating in a professional manner with diverse staff members and external collaborators throughout the company.
• A solid understanding of financial services products is highly desirable.
• Effective organization, efficient time allocation, and the ability to prioritize tasks are crucial abilities.

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