Position Summary

The full-time position of Branch Manager II – Business Banking directs the overall activities of the branch to serve customers within the branch’s target market in an extraordinary manner that supports Ozona Bank’s brand, reputation, and growth opportunities. This position provides oversight of branch operations to ensure policies, procedures, internal controls, and service expectations are followed. The Branch Manager II – Business Banking provides leadership, support, and backup for branch service areas including Customer Service, Universal Bankers, Safe Deposit Box/Vault, Motor Bank, ATM, business development, customer relationship management, and other branch functions.

Essential Duties and Responsibilities

• Oversee all aspects of branch operations, ensuring efficiency, compliance, and service excellence. Responsibilities include workflow supervision, account monitoring, and expense management, including overtime.
• Maintain adherence to all Bank policies and procedures, working closely with the COO and/or DOM to address operational issues and ensure internal controls are followed.
• Maintain ongoing communication with senior management through daily, weekly, and month-end operational reports, memos, and participation in regular management meetings.
• Lead the branch to achieve sales and profitability goals, including generating referral business, opening new accounts, managing existing client relationships, and promoting a full range of banking products and services.
• Engage in proactive business development activities such as outbound calls, community engagement, and solicitation of new business. Regularly meet with prospects and clients to understand their financial needs, recommend appropriate solutions, and expand banking relationships.
• Instill and maintain a relationship-building culture by educating staff and customers about the Bank’s products and services, identifying significant changes in customer status, and ensuring follow-up. Actively monitor and motivate staff in cross-selling and achieving product presentation goals.
• Coordinate with Marketing, Business Development, and the Advertising Manager to support promotional campaigns, client outreach, and a “Customer for Life” approach. Represent the Bank at public events and encourage branch staff participation in community activities.
• Supervise, train, and develop branch staff, including scheduling, onboarding, and workflow management. Conduct regular team meetings and performance evaluations. Address performance issues and partner with HR and the DOM for resolution as needed.
• Coordinate staff training efforts in collaboration with the COO/DOM and Training Coordinator. Ensure staff is well-trained in operational procedures, product knowledge, cross-selling techniques, and customer service skills.
• Assist in the implementation of new products or programs, working with appropriate departments to ensure smooth rollouts that enhance customer service and stimulate growth.
• Respond to customer complaints escalated by frontline staff, ensuring resolution aligns with bank policies and promotes client satisfaction.
• Oversee branch facility maintenance, including coordination of repairs and obtaining supervisory approval for expenses exceeding $2,500.
• Participate in and complete all assigned training and continuing education requirements in a timely manner to maintain compliance and effectiveness in the role.
• Perform other duties as assigned, including support for other departments, projects, or bank initiatives as needed.

Required Education and Experience

• High school diploma or equivalent required.
• Some college-level coursework in accounting, business math, business administration, finance, or a related field is preferred.

Preferred Qualifications

• Minimum of five (5) years of banking experience in teller, customer service representative, branch operations, or related retail banking roles preferred.
• Experience and understanding of basic banking principles, branch operations, customer service expectations, and internal controls.
• Experience and understanding of basic accounting practices, including debits, credits, and balancing principles.
• Proven leadership or supervisory experience, including the ability to train, coach, motivate, schedule, and develop employees.
• Experience with business development, relationship banking, customer outreach, referrals, and promotion of bank products and services preferred.
• Proficiency with basic office equipment and computer applications, including Adobe and Microsoft Office Suite, with the ability to learn new banking systems quickly and accurately.

Knowledge, Skills, and Abilities

• Knowledge: Demonstrates knowledge of Ozona Bank policies, procedures, systems, bank operations, applicable regulations, internal controls, branch service standards, and industry practices related to the position, while embracing and exemplifying Ozona Bank’s core values.
• Skills: Ability to use required banking systems, computer applications, Adobe, Microsoft Office Suite, standard office equipment, communication methods, customer service practices, and job-specific processes accurately and professionally.
• Leadership: Ability to instruct, assign work, maintain standards, allocate personnel, review work, plan work for others, address employee concerns appropriately, and support staff development consistent with the Bank’s vision.
• Abilities: Ability to organize work, set and adjust priorities, meet deadlines, maintain confidentiality, solve problems, follow instructions, exercise excellent judgment, use discretion, and work independently or collaboratively with others.
• Communication: Ability to communicate clearly and professionally with employees, customers, vendors, management, and other stakeholders.
• Relationship Management: Ability to build and maintain cooperative working relationships with co-workers, customers, business contacts, and community partners while promoting a positive service culture.
• Language Skills: Ability to speak and write English fluently; read professional materials with comprehension; and prepare business letters, summaries, reports, and correspondence using proper format, punctuation, spelling, and grammar. Ability to speak a second language, such as Spanish, is desirable.
• Mathematical Skills: Ability to solve mathematical problems using addition, subtraction, multiplication, and division; understand basic financial formulas; and apply mathematical concepts needed to support branch operations, account balancing, and customer service activities.
• Accuracy: Ability to maintain attention to detail and produce accurate, timely work.
• Professionalism: Self-starter who demonstrates professionalism, integrity, good business judgment, a positive action-oriented attitude, and a strong work ethic.
• Continuous Improvement: Ability to manage multiple priorities, rely on experience and common sense, use available resources, follow through on challenges, and identify opportunities to improve processes.
• Screening Requirements: Ability to pass the required background and credit screening process.
• Professional Development: Stays abreast of job knowledge by participating in educational opportunities, reading professional publications, maintaining professional networks, and participating in professional organizations.

Competencies

• Professionalism and integrity
• Leadership and staff development
• Accountability and dependability
• Customer service and relationship management
• Business development and community engagement
• Communication and collaboration
• Problem solving and decision making
• Organization and time management
• Confidentiality and discretion
• Compliance with Ozona Bank policies, procedures, internal controls, confidentiality expectations, and applicable regulations