Branch Manager

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Job Benefits

* Relationship Banking

Lead and support the branch in achieving its customer retention, acquisition and growth goals. Support will include: achieving personal sales goals (including Insurance revenue and Business Banking), proactively reaching out to customers in assigned retail and/or commercial portfolio, as well as participating and leading branch sales promotions, tracking and celebrating sales success.
Achieve personal sales goals by proactively identifying opportunities utilizing the fundamentals of the “M&T Way” sales process. Identify financial needs and present all appropriate options, working cooperatively with appropriate business partners.
Develop existing business client relationships through regular “pre-set” calling activities, and prospect new business relationships by actively networking and engaging in community involvement.
Proactively bundle products and services as appropriate.
Build new customer relationships by proactively “on-boarding” through frequent interactions during the first 90 days of the relationship.

* Leadership

Build and develop branch sales staff by recruiting, hiring, mentoring and, using the performance management system, coaching staff to exceed their annual performance objectives.
Provide ongoing guidance and training to branch personnel on platform sales/profiling skills, operating problems, handling of exceptions and adjustments.
Direct staffing and administrative functions including: performance appraisals, annual performance objectives (APO’s), promotions, salary recommendations, handling complex employee issues (including terminations).
Consistently re-enforce and model partnership with Teller and Platform staff, to ensure a positive, productive employee and customer experience.

* Employee Engagement

Positively demonstrate leadership and teamwork by proactively assisting other branch colleagues when needed as well as actively participating and contributing during Branch Team meetings.
Coach branch team on quality referral generation (based on Insurance and/or Business Banking Specialist designation).
Lead the impact planning process with the branch team, and ensure effective delivery and follow up. Consult with HR Business Partner as needed to for impact planning guidance or ideas.
In order to assist the branch team or region, additional projects/duties may be assigned as needed.

* Operational Excellence

Follow consumer and business banking guidelines for accuracy and proper new account handling, ongoing maintenance/management, and exception processing and pricing.
Ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets.
Develop and maintain a positive, productive partnership with the Regional Operations Coordinator, ensuring proper awareness of how the Branch is performing against the Bank’s operating and compliance standards.

* Customer Experience

Provide leadership around the customer experience.
Maintain a professional manner to build customer confidence and trust.
Take ownership of complex account servicing and error resolution issues, including those escalated by other Bankers.
Provide coaching and guidance to Assistant Branch Manager or second level Manager around complex issues that are escalated to improve and reduce future problem resolution/escalations.
Follow-up with issues as required, and convert servicing situations in sales/referral opportunities.

Bachelor’s degree or, in lieu of degree, 04 years’ relevant experience.
Demonstrated strong knowledge of Business Banking products, services and client relationship management.
Minimum three years sales experience
Minimum two years’ managerial experience or proven leadership abilities.