Banking Center Manager (SA)

SUMMARY

The Banking Center Manager is responsible for leading the overall performance of the banking center by overseeing daily operations, customer experience, and employee development. This role ensures the branch operates in compliance with all regulatory and internal standards while delivering consistent service quality and achieving performance goals. The Banking Center Manager leads by example, coaches and develops staff, and creates an environment that supports strong execution, accountability, and customer trust.

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties, as assigned, including cross training across other departments, as necessary.  In addition, incumbent may be required to rotate between banking centers, as needed.

• Creates a welcoming environment and communicates professionally and confidently with team members through daily huddles, coaching sessions, meetings, and presentations
• Leads by example and consistently coaches the team to deliver exceptional service quality and a positive customer experience
• Oversees all banking center operations, including lobby activities, teller operations, opening and closing procedures, facility upkeep, audit readiness, compliance, and risk management
• Applies sound judgment and problem-solving skills to address operational issues, customer concerns, and complex situations
• Manages the hiring, onboarding, coaching, counseling, and performance evaluation of banking center staff, supporting employee development and career progression
• Maintains accountability for the banking center’s portfolio and identifies ways to deepen the client relationship through cross-selling efforts to promote loyalty and retention, effectively utilizing reports to identify sales opportunities and develops strategies to close the performance gaps
• Provides a complete range of customer service including opening all types of deposit new accounts, consumer, small business loans (if applicable / if authorized), credit cards and cross- selling of other bank products/services such as self-service banking solutions (ATM, Mobile Banking, etc.)
• Ensures targets for loan and deposit growth, past dues, delinquency ratios and charge-offs are attained
• Actively contributes to help meet the banking center’s goals, as well as individual sales and referral goals by cross-selling and referring customers to bank business partners when more complex financial needs are recognized such as Commercial Lending, Mortgage, Insurance, Investments, Merchant Services, Wealth Management or Treasury Management
• Partners with internal bank partners to support customer needs requiring specialized expertise
• Represents the banking center in the community to enhance the bank’s visibility and support relationship-building efforts
• Effectively manages time, priorities, and resources to meet operational, service, and performance expectations while meeting critical deadlines

• Participates in job specific training and other various Bank training programs, as necessary
• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy, and ensures adherence by the respective department personnel
• Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations, and ensures adherence by the respective department personnel
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML, and ensures adherence by the respective department personnel

• Performs other related duties as required and assigned