As Branch Manager, you are also responsible for meeting the financial services needs of your Small Business Customers,performance and reinforcing appropriate behaviours and attitudes through coaching.
Title: Branch Manager
As the leader of your branch sales and service team you are responsible for the overall success of
your team. You will achieve your branch’s goals by planning, monitoring, coaching to and executing
sales and service activities, which consistently create the desired, needs-based customer experience.
As Branch Manager, you are also responsible for meeting the financial services needs of your Small
Business Customers, with the assistance of your Assistant Manager Small Business (if applicable). In
addition, with the support of your Sales Manager (if applicable), you are responsible for managing the
branch’s Sales Team, including goal-setting, monitoring their performance and reinforcing appropriate
behaviours and attitudes through coaching. With the support of your Service Manager (if applicable),
you oversee the quality of customer service; ensure a smooth and efficient operational routine is in
place; ensure the branch presents a professional image; and, ensure that daily and periodic
management controls are in place and effective. You have a primary responsibility for embedding
and sustaining sales and service management activities in the branch as well as selling customized
financial solutions using a financial planning approach to meet customer’s needs.
Major Accountabilities:
1 Sales Leadership and Sales Management.
As the Branch Manager, you are responsible for the negotiation of your branch’s team goals . You will
develop a branch Business Plan to achieve these goals based on your local market analysis. You are responsible for
developing and negotiating activity and results goals for your individual sales and service officers based on their
experience, past performance and position, and receiving agreement from your staff with respect to their negotiated
goals.
Take primary responsibility for the quality execution of the International Sales and Sales Management Process. You
will ensure all sales staff consistently use the sales process in all customer sessions by:
consistently using the Bank’s Relationship Focused Selling process to initially identify, then satisfy customer
needs in a manner that results in customers feeling their business is appreciated;
creating an environment of continuous improvement by providing guidance to staff in the preparation of their
personal development plans to close competency gaps, broaden their knowledge base, assist them in achieving
their sales and activity goals and support them in the execution of their plan;
facilitating weekly sales meetings to acknowledge positive results, communicate the weekly focus, review the
week’s goals and priorities, share best practices and successes, and address challenges;
holding formal Coaching sessions with your Assistant Manager Personal Banking (if applicable) or with each
Sales Officer, and with your Assistant Manager Service & Support, focusing on sales activities, discussing
successes to reinforce positive interactions/behaviours and facilitate learning by reviewing challenges and
planning steps/actions for ongoing improvement;
leading monthly sales and service meetings for all Branch staff to share progress on Business Plans and goals,
engage in group learning and problem solving and reward and recognition;
conducting or assisting with daily kick offs to build team morale and focus on sales objectives;
holding employees accountable through the weekly sales, activities and service targets and review of results;
working with the sales team to manage workloads, which includes assigning/re-assigning customer relationships
and names from the Customer Call Program amongst team members;
consistently demonstrating how sales tools such as Counselor and Step One can be used for customer
acquisition, growth and retention, and encouraging use of these tools by Sales Officers.
2 Service Leadership and Service Management:
Ensure every customer is provided with service that demonstrates respect and knowledge, in a manner which makes
the customer feel welcome and shows that their business is appreciated by:
ensuring customer interactions are initiated by approaching the customer (not requiring the customer to find an
available staff member) with a friendly greeting using their name where possible, and a personal introduction;
ensuring Branch Service Check-up is rated as satisfactory or better and key issues are addressed;
ensuring quarterly Branch Merchandising Checklists are prepared and any deficiencies are addressed;
ensuring all staff are completing individual Service Check-up’s to evaluate their performance and are provided
coaching to address those areas requiring improvement;
ensuring staff listen to the customer’s needs, looking for clues, probing to ensure the needs are fully understood;
ensuring customers are provided clear, relevant information covering “what” service steps are involved in
satisfying the customer’s needs, “why” the service steps are necessary, and the expected time frames;
reviewing results of the Bank’s Through Your Customers’ Eyes satisfaction and loyalty survey, and together with
the Assistant Manager Service & Support, leading the development of an Action Plan to address key issues;
taking responsibility for customers concerns/complaints by resolving those matters within discretion, to the
customer’s satisfaction or by referring the customer to the next appropriate level of authority;
ensuring all interactions are closed by reviewing any commitments, confirming with the customer that all of their
needs have been satisfied and thanking them for their business
Ensure staff interact with customers in a way that is human, straightforward and knowledgeable
Support the Assistant Manager Service and Support by directly coaching (monthly) and periodically (not less than bimonthly)
participating in Branch bi-weekly Service Meetings, and individual one-on-one coaching sessions.
Periodically (not less than monthly) review the Assistant Manager Service and Support’s customer concerns log in
Counselor to ensure problems have been adequately documented, commitments are being met, action has been
taken to prevent recurrence and that the Bank’s Customer Complaint Resolution Process is in place and effective.
3 Manage Small Business Customers:
With the assistance of your branch’s Assistant Manager Small Business (if applicable) use the Bank’s sales process
to initially identify, then satisfy customer needs, including:
responding to changes in preferences and where necessary, referring the customer to the appropriate level of
sales officer or other resources of the Bank, for example the Commercial Banking Unit;
helping customers to quantify their long term goals, understanding the gap from where they presently are, and
the options available to them to achieve their goals;
working with the customer’s available cash flow and risk profile to identify the best solution for the customer to
achieve their goals using the Small Business Lending Program for qualified accounts;
effectively completing periodic reviews and Risk Assessment Worksheets (RAW) for Small Business accounts
as required;discussing solution(s) and resolving any concerns by demonstrating how the solution(s) satisfy the expressed
and understood need, and benefit the customer;asking for the business, thanking the customer for their business, and determining the need, reason and timing of the next sales conversation, and recording it; using the Bank’s referral process when a referral opportunity is identified and following up to ensure the customer is satisfied with the outcome.
4 Ensure the Branch’s operational effectiveness by:
conducting periodic checks as per the Daily Accounting Cycle and Branch Control Checklists;
ensuring the Daily Management Reports are actioned daily by the OIC-Sales and the OIC-Service;
ensuring the OIC-Service has reasonable explanations for the results in the Non-Financial section;
ensuring workflows and organization plans are appropriate in order to provide efficient operations;
monitoring non-interest expenses against budgets and ensuring there are reasonable explanations for variances;
ensuring human resource administration is current, accurate and reasonable including salary administration,
performance management, staff turnover and absentee documentation.
5 Compliance:
Meet Regulatory Compliance, Anti-Money Laundering/Anti-Terrorist Financing and Bank policies and procedures for
all bank products and services and customer transactions by:
Applying the Know Your Customer (KYC) requirements including verifying and documenting Customer identity,
source(s) of funds and the nature of the activity that is to be undertaken;
Confirming accuracy of, and updating KYC information as applicable;
Ensuring bank and customer information is kept secure and confidential at all times;
Advising customers on investments appropriate to their stated goals, objectives, and risk tolerance;
Monitoring customer transactions and activity according to established policies and procedures through the
review of AML Reports and other Branch Exception Reports;
Escalating any unusual occurrences or fraudulent activity to your Compliance Officer/ Supervisor as per the
Bank’s Anti-Money Laundering Guidelines;
Assist in investigations and obtain additional information as required from customers concerning significant/unusual
transactions or as otherwise requested from the Compliance/Supervising office;
Provide guidance to branch staff regarding regulatory, AML/ATF and KYC policies and maintain an up-to-date record
of all training conducted;
Ensure that regulatory compliance, AML/ATF and KYC policies are understood and complied with by all branch staff,
taking corrective action when necessary.
Manage and control loan portfolios by:
reviewing the investigations and credit applications of the retail team, according to individual approval
limits/conditions and in accordance with standard Bank policies;
authorizing applications within standard Bank policies and limits and forwarding out of policy/over-limit
applications to the International LDC for review and adjudication;
ensuring retail and commercial collateral is completed, executed and lodged in accordance with standard Bank
policies and procedures; monitoring retail and small business delinquency and overdrafts within Bank policies and conducting periodic reviews of small business loans and Merchant services as required.
Manage and monitor the branch’s deposit portfolio to hold the bank safe from losses due to fraudulent or unauthorized activity.
Adhere to Bank and Branch security procedures with respect to assigned authorities and responsibilities.
Report any unusual occurrences or fraudulent activity to your supervising office as soon as you become aware of it
in conjunction with the Bank’s Anti-Money Laundering Guidelines.
6 Develop staff:
In addition to individual service, sales and referral goals, supervise the negotiation of personal development goals
around the necessary behavioural and functional competencies. Assist staff in organizing a detailed development
plan to close gaps;
Document observed customer/branch team interactions by direct reports, highlighting both positive aspects and
improvement opportunities (as appropriate). Support your Sales Manager and Service Manager (as applicable) in
the coaching of their subordinates with positive feedback, as well as direction where improvement is necessary.
You must observe the Sales Officers, Service Representatives, the Retail Administration Clerk(s) and the Teller(s)
coaching sessions periodically, and in turn coach Supervisors and any other direct reports;Otherwise, the Sales Manager and the Service Manager and your team as a whole, should be provided with coaching sessions on a regular basis as per Sales and Service Management Performance Standards.
1• Strong PC skills are necessary, including a working knowledge of MS Word, Excel, PowerPoint, and all commercial systems and platforms.
External education and/or licensing prerequisites: post graduate degree in business or economics or work equivalency. Other training requirements as determined by the Bank from time to time.
COMPLEXITY OF POSITION:
Your degree of success on your job is based on a combination of the success of your branch team and your individual
contribution to the success of the team. At least annually you will negotiate a series of team and personal quantitative
and qualitative goals with your Senior Sales Leader. These are intended to guide and measure your performance and
that of your team.
A few of the measures constitute minimum standards of behaviour, such as adherence to Bank policies, and in some
cases they are subject to immediate disciplinary action. Other personal goals may relate to addressing personal
competency gaps. Finally you will have a series of goals in support of the branch’s financial, customer service and
operational objectives for the year.
It is very important that you take the time to negotiate and gain a clear, common understanding of the expectations with
respect to all of these goals. During the course of the year you will have periodic one-on-one coaching sessions with
your supervisor to review your progress against your goals, receive feedback on customer interactions, coaching and
sales interactions, and discuss adjusting future action based on experience to date. These will be complemented by
sales and service meetings, workshops and training (as necessary) intended to help you meet your goals.
Please note that unsuitable applications will not be acknowledged.