Branch Manager (Level 4)

At First Fidelity Bank, people matter, including our customers, our communities, and especially our employees.

In our Retail Banking teams, employees serve as trusted financial partners for the clients and neighborhoods we serve. We are looking for service-minded individuals who enjoy building relationships, helping clients achieve their financial goals, and being a positive presence in their community. Our retail team members are essential to our success, and we support their growth through training, development, and opportunities to advance. One of our core values is providing a caring place to work where people enjoy coming to work, build lasting relationships, and feel proud of the difference they make every day.

SUMMARY

Provides overall leadership to the branch while exemplifying the Bank's Mission, Core Values and Golden Rules of Service. Oversees the sales and client service activities within the branch. Ensures the branch collectively achieves and exceeds key performance indicators to increase branch profitability, client service satisfaction, acquisition of new clients, and the expansion and retention of existing business relationships. Responsible for growing business and personal banking relationships through community development and focused sales efforts. Provides effective leadership, mentoring and supervision to staff in order to maximize optimum sales/service performance, while providing motivation to inspire continuous improvement of individual and team performance. This position also includes oversight of compliance and audit effectiveness and has the responsibility to keep facilities in proper working order.

PRIMARY DUTIES/RESPONSIBILITIES:

Branch Leadership and Colleague Supervision

• Manages the day-to-day operations at the branch, including answering questions and researching and resolving complex problems. Utilizes knowledge and experience in exercising discretion and independent judgment to facilitate complex transactions and resolve client relation problems.
• Responsible for achieving and exceeding annual revenues, sales and client satisfaction targets and minimizing operational losses.
• Exemplifies, by leading by example, and holds staff accountable for meeting or exceeding the Bank's Mission, Vision, Core Values, and Golden Rules of Service. Solidifies a culture that exceeds expectations.
• Demonstrates a servant-style leadership that is selfless and compassionate. Creates a caring place to work that attracts, grows and retains the right people. Must be fun, positive and engaging while providing direction and fostering personal accountability.
• Ensures all branch personnel have knowledge and a clear understanding of their job responsibilities; Bank products, services, policies and procedures; and regulatory banking requirements.
• Clearly communicates performance expectations to staff. Sets individual and team goals, conducts regular one-on-one and team meetings, provides on-going performance coaching, and promotes an environment where staff feel comfortable sharing opinions and providing regular feedback.
• Provides encouragement, motivation and empowerment to achieve or exceed goals. Inspires and leads team members to reach their full potential.
• Coaches individuals on performance expectations; goal attainment; how to resolve problems and overcome obstacles; professionalism; client service; effective communication; teamwork; and the FFB sales method. Ensures colleagues understand how their actions have a direct impact on client satisfaction and the Bank's financial growth.
• Supervisory responsibilities include interviewing, hiring, and coaching new team members, as well as scheduling, monitoring/approving timesheets, managing attendance and overtime, promoting career development, and conducting performance evaluations.
• Actively participates in community affairs to increase the Bank's visibility and identify new business opportunities.
• Maintains the aesthetic appeal and effectiveness of the branch property and facilities.

Client Relations and Sales

• Enhances the client experience and the reputation of the Bank by warmly and sincerely greeting and engaging clients and providing superior client service. Actively participates in the Bank's sales development program including direct generation of sales leads.
• Actively participates in sales efforts to grow the branches loan and deposit portfolios
• Ensures the entire team at the branch creates a memorable client experience by proactively building, maintaining, and growing relationships through various communication channels. Coaches, mentors and holds staff accountable to provide a superior level of service by identifying clients' needs and recognizing and acting upon opportunities to offer Bank products and services.
• Role models and coaches staff to engage in professionally curious conversations with prospective and existing clients in order to uncover service opportunities. Mentors and encourages staff to ask questions to understand what is important to the client and how the Bank can help meet the client's financial needs. Uses a consultative approach while tailoring recommendations and solutions.
• Works to bring the client's expectations in line with the Bank's capabilities in order to achieve the client's desired outcome. In every interaction, looks for ways to say "yes" to the client, adapting, as needed, to meet the ever-changing needs of our clients and the communities where we do business.
• Develops strong relationships with other colleagues at the Bank in order to introduce clients to specialists who can assist with specific financial needs.
• Demonstrates a high level of knowledge in consumer lending and has a strong operational background and knowledge to effectively open new accounts through our Platform system.

Other Duties

• Keeps the Regional Retail Manager informed of branch performance, progress toward goal attainment, and issues and concerns.
• Participates in Retail and Bank-wide meetings and ensures important information is communicated to staff.
• Exemplifies high standards in terms of work ethic, attendance, compliance with banking regulations, and following policies and procedures.
• Performs other relevant duties as assigned.
• Regular and reliable attendance at work is an essential function of the job.

EXPERIENCE REQUIREMENTS:

• At least three years' experience in retail banking or equivalent experience.
• At least three years supervisory experience, including directing the work and monitoring performance of others, preferably in a banking or sales/customer service position.
• Proven track record of success in a professional sales culture or the ability to quickly learn sales and business development techniques. Experience developing and cultivating professional relationships and community involvement.

EDUCATION REQUIREMENTS:

• High school degree required. Bachelor's degree preferred.
• An equivalent combination of education and/or work experience may be substituted for the stated qualifications.

OTHER REQUIREMENTS (KNOWLEDGE, SKILLS, ABILITIES, CHARACTERISTICS):

• Inspired, goal-oriented and disciplined leader with a strong work ethic and high integrity.
• While strong in leadership skills, must also possess a teachable spirit that is flexible and open to direct coaching and feedback. Exhibits a strong drive toward continuous self-development and learning.
• Excellent client-service and employee relations skills, displaying a friendly, outgoing, assertive, confident, and enthusiastic personality.
• Ability to interact positively with unsatisfied customers and resolve complex problems.
• Excellent supervisory skills, with proven leadership ability and skills necessary to coach, mentor and motivate employees and handle sensitive employee concerns in a positive and effective manner.
• Strong sales aptitude and business development skills to market the Bank and oneself in all situations, whether during or after business hours. This includes the ability to identify banking opportunities, and if necessary, refer prospective and existing clients to the appropriate Bank colleague.
• Exceptional interpersonal and communication skills with the ability to effectively build relationships with a diverse group of people. Must be able to interface at all levels of the organization, build collaborative relationships across departments and teams, and display confidence when speaking with employees as well as internal and external customers.
• Demonstrate the ability to communicate effectively and professionally both internally and to external clients through written communication and e-mails.
• Evaluate colleague's performance on a consistent basis, providing positive, interactive coaching as needed.
• Prepares formal written evaluations with specific action plans to address performance deficiencies as required.
• Plans and conducts performance coaching, which may include writing and delivering disciplinary warnings.
• Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.
• Excellent time management and established organizational skills leading to high accuracy rates in all areas. Must be able to effectively multi-task and prioritize.
• Proficient computer and technical skills, including the ability to use bank software products and branch capture equipment. Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Knowledge and understanding of retail compliance controls, risk management, and loss prevention.

ADDITIONAL INFORMATION

SUPERVISORY RESPONSIBILITY: Yes

WORKING CONDITIONS:

Normal office environment.

PHYSICAL REQUIREMENTS:

• Ability to lift and carry cash drawers, coin bags, and boxes sometimes weighing over 25 pounds.
• May require long periods of typing and repetitive motion.
• May require long periods of standing or sitting.

AA/EOE/D/V/MEMBER FDIC