Address
Form of workThis position is scheduled 38.5 hours per week, consisting of 8:30 to 5:30 Monday, Tuesday, Wednesday, Friday and 8:30 to 1:30 Saturdays, rotating with 8:30 to 5:30 Monday through Friday the following week. The schedule is subject to change based on the business needs of the Bank.
POSITION SUMMARY:
The Retail Service Manager is responsible for balancing customer needs, leading sales efforts, ensuring regulatory requirements are met and guaranteeing sound operational practices are followed. The Retail Service Manager leads their team to deliver a superior customer experience, and is the primary resource for operational leadership and knowledge.
ESSENTIAL FUNCTIONS:
Retail Service Manager I
Operations Leadership: 40%
•Demonstrate sound decision making by approving exception items and transactions; through the review of overdrawn accounts and determination on whether or not to pay items; and by identifying when situations require escalation or knowledge from an outside resource, and how to effectively access that resource to ensure a superior customer experience.
•Lead daily operational tasks ensuring compliance and risk mitigation; ensure operational tasks occur within required time frames including routine guide, payroll approvals, and callback.
•Process and audit bank transaction activities, including daily overdrafts, vault/counting cash, night drop, ATM procedures and certifications.
•Act as an escalation point and resource for more navigating more complex customer transactions and issues.
•Audit, correct, and update records, files authorizations, etc. held at branch.
•Cross-train employees on various positions and tasks within the branch.
•Provide input on recruitment, selection, training, and performance feedback for employees.
•In partnership with Branch Manager, set the tone regarding goals and expectations for the branch team. Frequently communicate the Bank's strategic direction, goals, products, and programs to team and help them connect their work to the Bank's results.
Customer Experience: 40%
•Perform Relationship Banker duties as needed to ensure an optimum customer experience.
Sales: 10%
•Provide leadership and support of sales efforts through one-on-one coaching, branch huddles, and brainstorming creative solutions to customer needs.
•Demonstrate and assist management to lead branch to grow the business following the Relationship Banker Model including making a connection, discovering needs, sharing recommendations and growing relationships.
•Determine financial needs of customers and offer appropriate products.
•Identify cross-sell opportunities by profiling customers with open-ended questions. Refer customers to other Bank partners for additional products.
Non-Essential Functions: 10%
•Perform other duties as assigned.
Retail Service Manager II
Performs all duties listed above with the addition of the following:
Operations Leadership: 30%
•Demonstrate sound decision making by approving more complex and higher dollar exception items within approved limits.
•Communicate sales goals, execute sales promotions and marketing programs, and ensure branch goals are met or exceeded.
•Develop branch sales recognition and rewards methods.
Management: 20%
•Monitor and adjust staffing for transaction patterns to ensure adequate staffing. Partner with other Retail Service Managers to assign staff as needed to cover for absences.
•Recruit, select, train, and provide leadership and performance feedback for direct report.
•Recommend wage adjustments, staffing and work assignments.
•Approve department expenditures within authorized limits.
•Conduct regular staff and coaching meetings with direct reports.
•Recommend and monitor budget and strategic plan.
•Approve expenditures within authorized limits.
•Manage the processes and procedures to improve branch productivity.
•Implement and monitor Bank policies and procedures.
•Attend internal and external management meetings and represent the Bank at external functions and activities.
Customer Experience: 20%
Sales: 20%
Non-Essential Functions: 10%
•Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES
Retail Service Manager INone
Retail Service Manager II Combination of the following: 1 - Retail Service Manager I
1 to 3 - Customer Service Representative, Sr. Customer Service Representative, Teller, or Relationship Banker I or II (MOD)
MINIMUM QUALIFICATIONS
Core Job Specific Competencies:
Retail Service Manager I
•Change Management: Handles change proactively; supports changes intended to improve the Bank's effectiveness; helps employees anticipate and plan for the effects of change, and adjust to new roles, challenges, and expectations.
•Coaching / Developing Others: Recognizes talent and delegates responsibility enabling staff to discover and leverage their strengths and develop their abilities; tailors developmental suggestions to fit individual needs and maximize performance; provides developmental opportunities and meets with staff to offer support and feedback and to review and sustain progress.
•Decisiveness/Decision Making: Makes decisions authoritatively and wisely after adequately contemplating various available courses of action; considers alternative actions, resources, and constraints, and appropriately balances needs and desires before selecting method for accomplishing task or project.
•Motivating Others: Creates a climate in which people want to do their best and feel their work is important; inspires and empowers others; foster open dialogue; shares wins and successes; invites input from each person; values diversity; uses rewards and recognition to engage and retain employees.
•Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.
•Product Knowledge: Demonstrates a working knowledge of the features and benefits of the products and services offered, and understands how those features benefit customers.
•Sales: Understands the steps necessary to identify potential customers and secure the customers agreement for service; meets or exceeds sales targets by applying the sales process in a variety of selling situations and to a variety of customers.
•Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.
Retail Service Manager II
Performs all competencies listed above with the addition of the following:
•Performance Management: Establishes measurable goals and expectations, tracks progress, and provides direct and specific behavioral feedback; addresses problems promptly, minimizing the intensity and impact on productivity;
delivers difficult messages in a constructive, supportive, and positive manner; treats all staff fairly and differentiates compensation and rewards based on performance.
•Staffing / Retention: Promotes the Bank to prospective employees to continuously enhance the talent pool; applies a rigorous process and criteria in interviewing and selecting the best people; strengthens the team through diversity; matches talents to the appropriate job; identifies retention risks and opportunities; develops strategies and takes action to retain key people.
•Teambuilding: Creates a high performance work environment where employees unite to complete shared objectives. Enlists the active participation of everyone. Empowers team to achieve goals by providing resources, training, responsibility and authority. Holds team accountable for performance; promotes cooperation with other department and/or branches.
•Written Communication: Uses correct English grammar, punctuation, and spelling; communicates information (for example facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience.
Knowledge, Skills and Abilities: Retail Service Manager I
•Thorough knowledge of equity and non-equity consumer loans including lending requirements, loan process, and related software products.
•Knowledge of all banking systems.
•Knowledge of business and consumer products and services and ability to refer.
•Knowledge of teller and new accounts operations.
•Knowledge of State and Federal banking regulations.
•Skills operating a personal computer including word processing, spreadsheet, presentation and banking software.
•Ability to attend early morning and after hour meetings and events.
Retail Service Manager II
Demonstrates the knowledge, skills, and abilities listed above with the addition of the following:
•Knowledge of modern managerial principles, practices and techniques.
•Thorough knowledge of teller and new accounts operations.
•Thorough knowledge of State and Federal banking regulations.
Licenses and Certifications: Retail Service Manager I and II
•This position requires National Mortgage Licensing System (NMLS) registration in accordance with the terms of the Safe Act of 2008.
•Must maintain a valid CA driver's license.
Physical Requirements: Retail Service Manager I and II
•Ability to stand, bend, stoop, sit, walk, twist and turn.
•Ability to lift up to 25 pounds occasionally (up to 50 pounds with assistance).
•Ability to use a computer keyboard and calculator.
•Work environment is indoors, majority of the time is spent sitting at a desk.
Education and Experience:
Retail Service Manager I
A combination of education and experience equivalent to an associate's degree in business administration or related field; and knowledge typically gained through a minimum of two years progressively responsible experience in branch operations.
Retail Service Manager II
A combination of education and experience equivalent to an associate's degree in business administration or related field; and knowledge typically gained through four years progressively responsible experience in branch operations including one year supervisory experience.
Compensation:
The salary range for this position is from $23.36 to $32.89 per hour.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
POSITION SUMMARY:
The Retail Service Manager is responsible for balancing customer needs, leading sales efforts, ensuring regulatory requirements are met and guaranteeing sound operational practices are followed. The Retail Service Manager leads their team to deliver a superior customer experience, and is the primary resource for operational leadership and knowledge.
ESSENTIAL FUNCTIONS:
Retail Service Manager I
Operations Leadership: 40%
•Demonstrate sound decision making by approving exception items and transactions; through the review of overdrawn accounts and determination on whether or not to pay items; and by identifying when situations require escalation or knowledge from an outside resource, and how to effectively access that resource to ensure a superior customer experience.
•Lead daily operational tasks ensuring compliance and risk mitigation; ensure operational tasks occur within required time frames including routine guide, payroll approvals, and callback.
•Process and audit bank transaction activities, including daily overdrafts, vault/counting cash, night drop, ATM procedures and certifications.
•Act as an escalation point and resource for more navigating more complex customer transactions and issues.
•Audit, correct, and update records, files authorizations, etc. held at branch.
•Cross-train employees on various positions and tasks within the branch.
•Provide input on recruitment, selection, training, and performance feedback for employees.
•In partnership with Branch Manager, set the tone regarding goals and expectations for the branch team. Frequently communicate the Bank's strategic direction, goals, products, and programs to team and help them connect their work to the Bank's results.
Customer Experience: 40%
•Perform Relationship Banker duties as needed to ensure an optimum customer experience.
Sales: 10%
•Provide leadership and support of sales efforts through one-on-one coaching, branch huddles, and brainstorming creative solutions to customer needs.
•Demonstrate and assist management to lead branch to grow the business following the Relationship Banker Model including making a connection, discovering needs, sharing recommendations and growing relationships.
•Determine financial needs of customers and offer appropriate products.
•Identify cross-sell opportunities by profiling customers with open-ended questions. Refer customers to other Bank partners for additional products.
Non-Essential Functions: 10%
•Perform other duties as assigned.
Retail Service Manager II
Performs all duties listed above with the addition of the following:
Operations Leadership: 30%
•Demonstrate sound decision making by approving more complex and higher dollar exception items within approved limits.
•Communicate sales goals, execute sales promotions and marketing programs, and ensure branch goals are met or exceeded.
•Develop branch sales recognition and rewards methods.
Management: 20%
•Monitor and adjust staffing for transaction patterns to ensure adequate staffing. Partner with other Retail Service Managers to assign staff as needed to cover for absences.
•Recruit, select, train, and provide leadership and performance feedback for direct report.
•Recommend wage adjustments, staffing and work assignments.
•Approve department expenditures within authorized limits.
•Conduct regular staff and coaching meetings with direct reports.
•Recommend and monitor budget and strategic plan.
•Approve expenditures within authorized limits.
•Manage the processes and procedures to improve branch productivity.
•Implement and monitor Bank policies and procedures.
•Attend internal and external management meetings and represent the Bank at external functions and activities.
Customer Experience: 20%
Sales: 20%
Non-Essential Functions: 10%
•Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES
Retail Service Manager INone
Retail Service Manager II Combination of the following: 1 - Retail Service Manager I
1 to 3 - Customer Service Representative, Sr. Customer Service Representative, Teller, or Relationship Banker I or II (MOD)
MINIMUM QUALIFICATIONS
Core Job Specific Competencies:
Retail Service Manager I
•Change Management: Handles change proactively; supports changes intended to improve the Bank's effectiveness; helps employees anticipate and plan for the effects of change, and adjust to new roles, challenges, and expectations.
•Coaching / Developing Others: Recognizes talent and delegates responsibility enabling staff to discover and leverage their strengths and develop their abilities; tailors developmental suggestions to fit individual needs and maximize performance; provides developmental opportunities and meets with staff to offer support and feedback and to review and sustain progress.
•Decisiveness/Decision Making: Makes decisions authoritatively and wisely after adequately contemplating various available courses of action; considers alternative actions, resources, and constraints, and appropriately balances needs and desires before selecting method for accomplishing task or project.
•Motivating Others: Creates a climate in which people want to do their best and feel their work is important; inspires and empowers others; foster open dialogue; shares wins and successes; invites input from each person; values diversity; uses rewards and recognition to engage and retain employees.
•Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.
•Product Knowledge: Demonstrates a working knowledge of the features and benefits of the products and services offered, and understands how those features benefit customers.
•Sales: Understands the steps necessary to identify potential customers and secure the customers agreement for service; meets or exceeds sales targets by applying the sales process in a variety of selling situations and to a variety of customers.
•Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.
Retail Service Manager II
Performs all competencies listed above with the addition of the following:
•Performance Management: Establishes measurable goals and expectations, tracks progress, and provides direct and specific behavioral feedback; addresses problems promptly, minimizing the intensity and impact on productivity;
delivers difficult messages in a constructive, supportive, and positive manner; treats all staff fairly and differentiates compensation and rewards based on performance.
•Staffing / Retention: Promotes the Bank to prospective employees to continuously enhance the talent pool; applies a rigorous process and criteria in interviewing and selecting the best people; strengthens the team through diversity; matches talents to the appropriate job; identifies retention risks and opportunities; develops strategies and takes action to retain key people.
•Teambuilding: Creates a high performance work environment where employees unite to complete shared objectives. Enlists the active participation of everyone. Empowers team to achieve goals by providing resources, training, responsibility and authority. Holds team accountable for performance; promotes cooperation with other department and/or branches.
•Written Communication: Uses correct English grammar, punctuation, and spelling; communicates information (for example facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience.
Knowledge, Skills and Abilities: Retail Service Manager I
•Thorough knowledge of equity and non-equity consumer loans including lending requirements, loan process, and related software products.
•Knowledge of all banking systems.
•Knowledge of business and consumer products and services and ability to refer.
•Knowledge of teller and new accounts operations.
•Knowledge of State and Federal banking regulations.
•Skills operating a personal computer including word processing, spreadsheet, presentation and banking software.
•Ability to attend early morning and after hour meetings and events.
Retail Service Manager II
Demonstrates the knowledge, skills, and abilities listed above with the addition of the following:
•Knowledge of modern managerial principles, practices and techniques.
•Thorough knowledge of teller and new accounts operations.
•Thorough knowledge of State and Federal banking regulations.
Licenses and Certifications: Retail Service Manager I and II
•This position requires National Mortgage Licensing System (NMLS) registration in accordance with the terms of the Safe Act of 2008.
•Must maintain a valid CA driver's license.
Physical Requirements: Retail Service Manager I and II
•Ability to stand, bend, stoop, sit, walk, twist and turn.
•Ability to lift up to 25 pounds occasionally (up to 50 pounds with assistance).
•Ability to use a computer keyboard and calculator.
•Work environment is indoors, majority of the time is spent sitting at a desk.
Education and Experience:
Retail Service Manager I
A combination of education and experience equivalent to an associate's degree in business administration or related field; and knowledge typically gained through a minimum of two years progressively responsible experience in branch operations.
Retail Service Manager II
A combination of education and experience equivalent to an associate's degree in business administration or related field; and knowledge typically gained through four years progressively responsible experience in branch operations including one year supervisory experience.
Compensation:
The salary range for this position is from $23.36 to $32.89 per hour.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
