Branch Manager, Canton, OH

Company Name:
Key Bank
Job Description:
The Branch Manager reports to the Area Retail Leader and the primary focus of this role is to build, coach, develop, lead and motivate a team that is capable of analyzing clients needs and recommending financial solutions that create lasting client relationships. The Branch Manager is accountable for branch operations and compliance by providing direction and guidance to branch staff on operational/regulatory procedures, ensuring compliance with operational, security, audit procedures and timely completion of KSAP (branch self assessment program) tasks. Responsible for managing, staffing and scheduling all direct reports within the branch. The Branch Manager provides sales and service leadership within the branch, manages/develops a team and is the market leader in the local community or designated business area. Accountable for driving new client acquisition and retention, growing market share and balance sheet growth, growing non-interest income, growing joint partnership revenue, and fostering client and employee satisfaction to meet or exceed branch sales and service goals. The Branch Manager is accountable for marketing products and services to generate profitable revenue by calling on small businesses, developing centers of influence and networking in the community. Accountable for partnering with and referring business to all lines of business partners including, but not limited to, Retail, Investment Services, Mortgage, Private Banking, Business Banking, Cash Management, Middle Market, Merchant Services and Foreign Exchange to meet client needs. Responsible for achieving branch goals.
The role of the Branch Manager is to staff, build, coach, develop, lead and motivate a team that is capable of analyzing the clients needs and recommending financial solutions that create a lasting client relationship. The Branch Manager is responsible for functions that align with the Key Sales Process and Consultative Sales Process Framework (Opportunity Management, Needs Assessment, Present/Pitch, Fulfillment, and Follow Up) in daily work to create a positive client experience.
The Branch Manager also ensures that branch operations are effective and compliance requirements are met.
Branch Staffing & Performance Coaching
Responsible for the staffing of the branch including recruiting/identifying talent and interviewing and selecting the branch team with involvement from ARL and Operations Leader
Develop branch staff through observational coaching sessions, joint sales calls and using the coaching model and developing/utilizing individual professional growth plans
Ensure the Branch team is trained on Keys products, sales, and service models
Responsible for developing the branch teams understanding of Keys products and services, Keys sales and service process and the competitive landscape
Conduct regular branch meetings
Engage in a disciplined approach to human capital by holding the branch team accountable for performance, providing training and recognizing/rewarding high performers
Lead by example and ensure consistent delivery of distinctive service for all clients
Branch Operations
Provide guidance and direction to branch staff positions to ensure compliance of regulatory, security and internal controls, which includes timely completion of all branch KSAP (branch self assessment program) tasks
Ensure satisfactory or better branch audits
Review and certify completion of continuity and recovery activities
Ensure the branch focuses on operational processes to enhance the client experience
Report and follow up on branch facility issues that hinder branch operations
Monitor and coach customer service behaviors to exceed service measurement goals within the branch
Provide opportunities for the service staff to observe sales interaction
Accountable for daily NSF review/weekly overdraft monitoring
Opportunity Management
Establish and communicate branch performance standards regarding client follow up, ensure proper focus in client relations, introduce members of the team to the client and participate in client appreciation events
Ensure Tellers are making client and account referrals in accordance with their established Teller referral goals
Branch Managers in Non Business Intensive branches focus on retaining and expanding small business clients in the Book of Business Focus/Grow category
Branch Managers in Business Intensive branches should focus on acquiring, retaining and deepening small business relationships
Needs Assessment
Review client needs and understand how the solution fits the client
Create and maintain active calling plan for Book of Business clients and prospects
Model and inspect the completion of electronic client profiles in the Client Experience (CE) Desktop
Discuss features and benefits of multiple products and services that may meet client needs to ensure the client selects the best product for them
Engage business partners as needed to bring the best solution to the client
Communicate across branch team to build relationships with all team members and create realistic expectations in the sales process and effectively resolve differences
Walk through expectations with the client and ensure that the solution meets the clients needs
Encourage business referrals in every sales process to generate profitable revenue
Accountable for risk management and compliance for the branch within established parameters
Ensure that client follow up calls are conducted by end of business day to confirm client understanding
Maintain and call on a client book of business
Ensure Branch financial goals are met or exceeded
Develop strong partnerships with Operations Leaders, Financial Advisors, Mortgage Advisors, Small Business colleagues and other line of business partners focusing on cross selling and referrals; effectively manage internal and external COIs
Ensure that the Branch operations are operating effectively/efficiently, maintain compliance, reporting requirements and client needs are being met
Manage employee hours worked in accordance to and compliant with KeyBanks time tracking policies
Utilize the annual district marketing plan to maximize community visibility, production, profitability and people resources
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