AVP - Banking Center Manager

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut, we are proud to lead the way in green values, sustainable energy financing, and charitable giving. Our commitment to operating in the best interest of our customers is matched by our dedication to fostering an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as the Best Place to Work and Best Local Bank. Join our team of dedicated and innovative individuals and be a part of our dynamic, successful organization. Let's make a difference together!

Summary:

The AVP Banking Center Manager is responsible for driving market share growth, profitability, and overall banking center performance through business development, community engagement, and relationship management activities. This role leads all aspects of sales, service delivery, operations, compliance, and risk management while fostering an exceptional customer experience. The Banking Center Leader develops and executes strategic business plans, builds strong relationships with customers, businesses, and community partners, and identifies opportunities to deepen customer relationships across the bank's products and services. Additionally, this position recruits, develops, coaches, and manages a high-performing team, ensuring operational excellence, regulatory compliance, employee engagement, and the achievement of sales, service, and financial goals.

Essential Duties and Responsibilities:

• Drive business development, sales, and community engagement activities to increase market share, grow customer relationships, and achieve banking center goals.
• Develop and execute strategic business plans to drive sales growth, enhance customer service, and improve overall banking center performance.
• Lead all aspects of banking center operations, including sales, service, staffing, budgeting, compliance, security, and risk management.
• Build and maintain strong relationships with customers, businesses, community organizations, and centers of influence to promote the bank and generate new business opportunities.
• Deliver an exceptional customer experience by identifying customer needs, recommending appropriate products and services, and fostering relationship growth through referrals to internal business partners.
• Recruit, develop, coach, and retain a high-performing team, providing ongoing performance management, training, and career development.
• Create a culture of accountability, engagement, and excellence through effective leadership, coaching, and recognition.
• Ensure compliance with all bank policies, procedures, and regulatory requirements while maintaining strong operational controls.
• Resolve complex customer issues and complaints, balancing customer satisfaction with financial, operational, and reputational risk considerations.
• Perform and oversee customer sales and service activities, including account origination, account maintenance, transaction processing, and related documentation.
• Manage cash operations and serve as custodian for vault, ATM, coin machine, and safe deposit functions as needed.
• Partner with PeoplesWealth, Mortgage, Commercial, Business Banking, and other lines of business to achieve referral and relationship growth objectives.
• Organize and participate in community outreach, financial education, and Bank-at-Work programs to strengthen community presence and customer engagement.
• Complete required compliance training and support leadership development programs, including mentoring interns and development program participants when applicable.

Education and/or Experience:

• Bachelor's degree or equivalent combination of education and experience
• Five (5) years of leadership experience

Skills Needed:

• Proven ability to lead, develop, and inspire high-performing teams while driving results and accountability.
• Strong sales acumen with a commitment to delivering exceptional customer service and building meaningful relationships.
• Effective verbal and written communication skills, with the ability to influence, coach, and collaborate across all levels.
• Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to prioritize responsibilities, make sound decisions, and delegate effectively to achieve business objectives.

Certifications, Licenses and/or Registrations:

National Mortgage Licensing System (NMLS) registration and ability to obtain this license

Must be able to complete the registration process, which includes, but is not limited to, undergoing a criminal background and credit check and must remain in compliance with NMLS license regulations and rules.

Computer Skills: Above average computer skills, including Microsoft Office Word and Excel

Work Environment and Physical Demands:

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel.