Leads a branch team in delivering the Bank’s brand promise and in meeting the Bank’s business objectives. Serves as a leader, coach, and role model for team members in developing new customer relationships, solidifying existing customer relationships and delivering high-quality customer experiences. Achieves assigned sales goals. Ensures efficient and effective branch operations.
Essential Functions
Coaches, manages, and trains team members to deliver high-quality sales and service experiences consistently in the Bank’s branches.
Consistently employs the 7 sales management practices: new customer onboarding, lobby management, huddles, white boards, coaching, and sales team meetings.
Motivates team members to achieve assigned sales goals.
Serves as a role model for team members and colleagues in the delivery of the Bank’s brand promise.
Develops and maintains strong knowledge across the full range of products and services that the Bank has to offer.
Leads branch team in executing effective operational and quality control procedures to provide high-quality, efficient customer service, ensure compliance, and mitigate risks.
Develops business outside of the branch to identify opportunities for new business banking relationships. Manages relationships with business banking customers in partnership with Relationship Managers and Treasury Management team.
Identifies opportunities for consumer mortgage relationships and presents quality leads to Mortgage Loan Officers.
Identifies opportunities for wealth management relationships and present quality leads to Wealth Advisors.
Represents the Bank within the community. Identifies and participates in community and business events for the purpose of increasing awareness of and interest in Burke & Herbert Bank. Participates in Bank sponsored activities and events, including evening management meetings and weekend functions.
Develops solid understanding of the assigned branch market. Identifies opportunities for new business. Monitors and communicates local competitive activities.
Solves complex customer servicing issues and handles difficult customers effectively.
Manages and mitigates operational risks by following established policies and procedures and making sound business decisions.
Mentors and develops team of branch representatives with varying skill sets and experience (tellers, sales and service representatives, customer service representatives, assistant managers) to achieve sales, service, and operational excellence. Ensures effective team member communications. Identifies and supports training and development opportunities. Provides ongoing coaching. Prepares performance evaluations. Recommends team member promotions and takes disciplinary action or terminates as appropriate.
Prepares information/reports on branch performance/market trends as requested by senior management.
Attends educational functions, classes, and training and development sessions as assigned by Senior Management.
The duties of this position must be performed from the physical branch or bank location in order to best service the needs of the customers or support the Bank facilities.
Skills/Abilities
Strong coaching, motivational, and training skills focusing on sales, service and operations.
Excellent oral and written communication skills.
Strong organizational skills.
Proven sales experience to include developing strong business relationships and meeting/exceeding sales goals.
Strong analytical and decision-making skills.
Ability to resolve problems effectively and efficiently.
Strong ability to handle difficult customers.
Strong knowledge of bank products and services and branch operations.
Education and Experience
Bachelor’s Degree preferred.
Five plus years of commercial branch banking experience.
Basic Microsoft Office and Internet Skills.
Supervisory Responsibility
This position has supervisory responsibilities.
Work Environment
This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.
Physical Demands
This position requires manual dexterity, the ability to lift files and opening cabinets. This position requires bending, stooping or standing as necessary.
Travel
Travel may be required for this position.
Equal Employment Opportunity/M/F/disability/protected veteran status
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
This employer is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
