Market Financial Center Manager

Job Description:

Primary Responsibilities

General Management

• Responsible for building client traffic, engaging and appropriately routing clients and client retention
• Responsible for the general look, feel and attractiveness of the center, ensuring space is leveraged to accommodate clients

• Responsible for maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals
• Ensure that the FCM/Market Leader directives are continued in the absence of the FCM
• Participate in market-level initiatives, as prescribed by market leaders

Risk Management and Operational Excellence

• Drive operational excellence by engaging staff on business strategy and performance results
• Execute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvement
• Emphasize the need to exceed metrics while also focusing on long-term strategies and goals
• Adhere to and enforce internal and regulatory policies, procedures and processes
• Proactively identify and manage risk in business, product and service transactions
• Monitor client-calling activities and ensure we develop the proper client engagement
• Successfully resolve customer issues and escalations in a timely and professional manner
• Responsible for associate and customer safety

Client Experience & Revenue Growth

• Foster a client-centric environment whereby associates are accountable for delivering an exceptional customer experience and exceeding customer experience metrics
• Lead the lobby and choreography of customer traffic including direct routing of customers to specialists to help drive overall “One Team” revenue growth
• Ensure all appointments are assigned to the appropriate financial center associate
• Drive client relationship management and assist with sales and sales leadership
• Understand the drivers of, and opportunities to enhance, client satisfaction in the center
• Ensure tight connection with the market lead and other “One Team” leaders/partners
• Service customers using self-service technologies, such as ATMs, online banking or mobile banking
• Hold associates accountable to deliver against our revenue strategy

Talent Management

• Responsible for oversight of associates in the center
• Observe, model and coach the financial center team on proper execution of risk and service strategy
• Personally invest in talent through interviewing and hiring service and operational associates, where needed
• Ensure training is completed on time, and continue investment in ongoing education
• Drive associate performance through active and continuous coaching, continued education and performance plans

Required skills

• A minimum of three years recent experience building, leading, managing and coaching a team
• Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals
• Proven customer service skills and the ability to resolve problems independently or escalate as needed to promote customer satisfaction
• Strong financial and business acumen including experience in leading managers and interpreting financial reports to drive profitability
• Proven record of balancing risk and making sound decisions while achieving business goals
• Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service
• Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate while delivering results
• Strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills
• Proficiency in computer skills and professional programs (for example, Microsoft Office)
• Ability to pass pre-employment assessments and compliance requirements
• Availability to work weekends and/or extended hours as required to run the business
• Must be able to travel to any financial center within the defined market

Desired Skills

• Undergraduate degree
• Bilingual (fluent verbal and written)
• Experience in the following industries: Consumer banking/financial services, mortgage, retail or hospitality

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