Branch Manager

bmo; Winnipeg; On-site; CAD 45,000 - 65,000; Full time

Job summary

BMO in Winnipeg is seeking a Retail Banking Sales & Service professional to guide and coach branch staff, understand customer needs, and provide sales and service aligned with customer objectives.

You will develop and execute a branch business plan, build a network in the community, refer to other business groups, and support compliance with laws and Bank policies, while delivering high customer satisfaction.

Responsibilities

• Guides, directs, and coaches branch employees to deliver exceptional service to BMO customers and prospects.
• Advises customers on products and strategies that meet their financial objectives.
• Identifies and makes referrals to other business groups to support customer needs.
• Supports sales and customer service activities to meet customer experience and profitability goals in compliance with legal and regulatory requirements.
• Develops and executes a branch business plan to maximize growth and wallet share.
• Builds relationships and networks in the community to generate new customer relationships and referrals.
• Resolves customer issues using knowledge of bank services, products, and processes.
• Ensures alignment with stakeholders and monitors performance against plan.

Job description

Address: 3647 Portage Ave, Unit 1

Job Family Group: Retail Banking Sales & Service

• Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. Understands the needs of BMO customers or prospects to provide sales and service in the best interests of the customer. Advises customers on products and strategies that meet their financial objectives. Identifies and makes referrals to other business groups. Supports sales and customer service activities to meet strategic customer experience and profitability goals in compliance with legal and regulatory requirements and the Bank's policies and processes.
• Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
• Ensures alignment between values and behaviour that fosters diversity and inclusion.
• Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
• Attracts, retains, and enables the career development of top talent.
• Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
• Creates innovative business development strategies, including collaborating with BMO partners to grow the business and maximize branch revenues, sales, and customer satisfaction, and minimize operating losses.
• Develops and executes a branch business plan to maximize business growth and wallet share and achieve customer retention and acquisition objectives.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice in the best interests of the customer.
• Conducts cold calls to prospective customers to develop new customer relationships.
• Develops and maintains a network in the community to enhance the Bank's visibility and builds a strong referral source for new potential business.
• Supports the Bank's community involvement and participates in community activities.
• Maintains a high-touch relationship with key branch customers and prospects within the market.
• Resolves customer related issues using knowledge of bank services, products, and processes.
• Fulfills sales and service activities for the customer in accordance with approved procedures.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Assists in the development of strategic plans.
• Builds the business plan for the branch.
• Influences and negotiates to achieve business objectives.
• Identifies emerging issues and trends to inform decision-making.
• Implements, reviews, and revises work plans.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Conducts independent analysis and assessment to resolve strategic issues.
• Works with internal stakeholders and colleagues to leverage sales, fulfillment, and referral opportunities to improve share of wallet, acquire new customers, and provide full financial services to customers.
• Ensures alignment between stakeholders.
• Monitors sales and service performance against plan to identify gaps, issues, and best practices, and develop and implement action plans that close performance gaps and resolve issues.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Communicates goals, plans, and assignments to achieve financial and customer service goals.
• Leads the implementation of new programs, products and processes within the branch.
• Coordinates the implementation of national and regional sales and service initiatives.
• Monitors the service request and problem resolution processes for adherence to national standards.
• Provides technical training and support to branch employees to maintain operational and sales effectiveness and recommends improvements.
• Plans and controls unit operating expenses in accordance with forecasts.
• Manages transactional outcomes for customer calls or defers to appropriate internal business groups.
• Resolves complex or unresolved customer situations or escalates to the next higher manager for resolution.
• Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations.
• Builds effective relationships with internal/external stakeholders.
• Maintains the confidentiality of customer and Bank information.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with all legal and regulatory requirements for the jurisdiction.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical and