Branch Manager II

Division: Retail Banking

Department: Various - Branch Network

Reports to: Regional Manager

Status: Exempt/Officer

Grade: 11

Salary Range: $66,699 - $122,975

Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Lawrence, MA

Purpose/Objective:

The Branch Manager II is responsible for managing all functions of a complex, high-volume, or flagship retail branch, maximizing revenues, sales, and customer satisfaction while minimizing operating losses. Inspire, motivate, coach, and model sales and service behaviors. Lead a diverse team to achieve results, develop new business in the community, and ensure compliance with all bank standards, policies, and regulatory requirements. Mentor and coach to colleagues in areas of performance, product knowledge, account opening and customer experience process. Serve as a senior leader within the region, mentor less experienced managers, and represent Beacon Bank in the community.

Key Accountabilities:

Branch Leadership & Business Development

• Manage, grow and retain branch deposits and revenues in accordance with the bank's strategic plan.
• Create strategies and business opportunities to meet business development objectives and goals.
• Engage customers and prospects, build rapport, and proactively develop new relationships while retaining and expanding existing ones.
• Advise customers on product selection, identify financial needs, and deliver tailored solutions including deposit, lending, and business partner referrals.
• Participate in outbound calling campaigns, branch initiatives and community involvement to develop new business.
• Serve as a peer mentor and regional champion for key bank initiatives; may lead more than one office or serve as back-up to the Regional Manager.

Customer Relationship Management

• Provide an outstanding customer experience at all points of contact. Lead by example and promote a positive attitude.
• Manage, coach, and motivate branch colleagues to deliver an exceptional customer experience and sales performance.
• Educate and assist customers with digital banking services and recommend convenient banking options.
• Handle complex customer issues, explain bank policies and procedures, and resolve service concerns.

Branch Operations & Compliance

• Oversee branch operations audit process.
• Follow all bank policies and procedures, including security of bank assets and confidentiality of customer information with adherence to Customer Information Practices.
• Ensure compliance with all banking regulations, policies and procedures, including BSA/AML.
• Assist in managing daily branch operations, including opening/closing, security, audit, and compliance procedures.
• Ensure proper documentation and compliance for all new accounts, loan requests, and account maintenance.
• Maintain professional branch appearance and supply inventory.
• Provide support to branch and lead in team meetings
• Achieve satisfactory audit results and minimize losses.

Leadership & Talent Development

• Provide effective leadership and coaching to promote career development and growth.
• Foster a motivated, inclusive, and productive team environment.
• Responsible for hiring, retention, and performance management.
• Conduct staff meetings and training to ensure compliance, customer relationship building, and a positive customer experience.
• Mentor and onboard less experienced managers; ensure staff is highly skilled, cross-trained, and motivated to meet goals.

Education:

• High school diploma or equivalent required. Bachelor's degree preferred.

Experience:

• Minimum of 5 years of progressive banking or management/supervisory experience.
• Demonstrated success in managing complex, high-volume branches or multiple locations.
• Proven results in a goal-oriented sales or customer service environment.
• Outside business development skills.
• Strong sales, management, and team leadership abilities.
• In-depth knowledge of bank operations, systems, and compliance.
• Extensive experience working with commercial customers and lenders.
• Proficient knowledge of cash management products.
• Excellent oral and written communication skills.
• Excellent customer service and interpersonal skills with a strong customer focus.
• Detail-oriented with strong organizational and time management skills.
• Basic computer skills; familiarity with Microsoft Office (Word, Excel, Outlook).
• Must be eligible for registration in the Nationwide Mortgage Licensing System & Registry (SAFE Act) and other licensing as required.
• Ability to work flexible hours, including Saturdays and travel to nearby offices as required.

Skills & Knowledge:

• Superior customer service and relationship building skills.
• Strong communication and interpersonal skills.
• Ability to work in a flexible, cross-trained environment.
• Strong coaching and mentoring skills required.
• Ability to prioritize workflow, multi-task, and meet deadlines.
• Enthusiastic, goal-oriented, and customer-focused.
• Ability to analyze situations and solve complex issues.

Behavioral Expectations:

• Demonstrate teamwork, adaptability, accountability, and leadership, in alignment with Beacon Bank's core values. The Core Four are the guiding principles that illustrate what we stand for at Beacon Bank and how we serve our clients, colleagues and communities.

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at hr@berkshirebank.com.