Branch Leader: Customer Growth & Team Coaching

BMO Harris Bank; Oak Creek (WI); On-site; USD 52,000 - 96,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Life insurance

Retirement savings plan

Job summary

BMO Harris Bank in Oak Creek, WI is seeking a Branch Manager who will guide and coach staff to deliver exceptional service. You will advise customers on products and strategies to meet financial objectives and refer to other groups as needed.

The role requires a 4–6 year track record, supervisory experience preferred, and strong knowledge of retail banking products. You will help develop the branch plan, grow wallet share, and ensure regulatory compliance.

Qualifications

• Typically between 4 - 6 years of relevant experience and post-secondary degree in related field or an equivalent combination of education and experience.
• Previous supervisory or management experience - preferred.
• In-depth knowledge of retail banking products and services.
• Advanced knowledge of competitive marketplace and trends in product offerings.
• Working knowledge of branch operational processes and policies.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

Responsibilities

• 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.
• Develops and executes a branch business plan to maximize business growth and wallet share and achieve customer retention and acquisition objectives.
• Contributes to the achievement of business objectives by conducting sales calls, establishing a personal referral network, and other business development activities.
• 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.
• 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.
• Ensures alignment between stakeholders.
• Establishes relationships with business partners (e.g. CDC, MasterCard, Symcor, etc.) to maintain knowledge of interdependent systems and related policies and procedures.
• 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 analyzes 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.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Skills

Coaching

Sales & service

Customer knowledge

Communication

Regulatory compliance

Leadership

Analytical thinking

Education

Post-secondary degree

Job description

BMO Harris Bank in Oak Creek, WI is seeking a Branch Manager who will guide and coach staff to deliver exceptional service. You will advise customers on products and strategies to meet financial objectives and refer to other groups as needed.

The role requires a 4–6 year track record, supervisory experience preferred, and strong knowledge of retail banking products. You will help develop the branch plan, grow wallet share, and ensure regulatory compliance.