Branch Manager

Retail Region 2 Administration; Andover (MA); On-site; USD 59,594 - 95,776; Full time

Job summary

Eastern Bank in Andover is seeking a Branch Manager to oversee a mid-sized retail banking office and guide the sales efforts of the platform team. You will ensure superior customer service, manage daily operations, and coach staff to hit personal and branch goals.

The role requires leadership experience in retail banking, strong communication skills, and the ability to develop business through personal visits and outbound service. Community involvement is encouraged as part of the role.

Qualifications

• Bachelor’s degree preferred, or equivalent combination of training and/ or experience.
• 2-3 years of management experience and proven leadership capabilities.
• Solid sales, service, and management successes in a retail banking environment.
• Strong written and verbal communication skills.
• Ability to build relationships and strong alliances across the organization.
• Flexibility and ability to adapt to change.
• Ability to quickly learn all products and services offered by the bank.
• Maintain and expand product knowledge within the division’s management team.
• Understand the banking business and profitability drivers.

Responsibilities

• Oversee the overall management of a mid-sized banking office.
• Guide sales activities of assistant managers and platform staff toward branch goals.
• Engage in sales and service coaching with staff.
• Conduct business development activities including personal visits and teleservicing.
• Promote the bank through community involvement and local networks.
• Ensure branch operations and compliance with policies and regulations.
• Collaborate with HR, Wealth, Business Banking, and Consumer Lending to support branch success.
• Lead, mentor, and develop branch staff through coaching and performance appraisals.
• Understand teller functions and ensure a positive customer experience.

Skills

Business acumen

Communication skills

Relationship building

Adaptability

Product knowledge

Leadership

Sales and service

Independent work

Education

Bachelor's degree or equivalent

Job description

Hiring Range: $59,594 - $95,776

The posted salary range reflects Eastern’s expected hiring range. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Eastern offers a robust benefits and retirement package. Please see the description of benefits included with this job posting for additional information.

In a Retail bank branch, proactively sells the bank’s products and services to existing customers and prospects, guides the sales efforts of the platform team, ensures superior customer service levels, and manages the daily operations.

• Responsible for the overall management of a mid-sized banking office. Proactively guides the sales activities of the assistant manager and platform staff toward achievement of their personal sales objectives, as well as established branch goals. Through tested techniques, engages in sales and service coaching sessions with sales staff.
• Conducts business development activities to include personal visits and outbound teleservicing as components of overall responsibility for building commercial relationships.
• Promotes Eastern Bank through community involvement via memberships in local organizations (i.e. Chamber of Commerce, Rotary, etc.), participation in city/town events, engaging local business networks, and the like.
• Ensures sound branch operations and compliance. Complies with all bank policies, regulations, and laws applicable in carrying out responsibilities for both staff and self.
• Effectively collaborates with internal business partners (HR, Wealth, Business Banking, Consumer Lending, etc.) to ensure branch success.
• Manage and develop branch staff through observational coaching sessions, joint sales calls where applicable, using the coaching models, defined sales activities, and consultative customer sales tools. Leads by example and inspires confidence, respect, loyalty and ensures a positive team environment among staff.
• Proactively identifies, reports, and resolves customer issues to ensure a positive customer experience, actively promotes programs that solidify the customer relationship, and manages customer service standard levels within the branch, adhering to established guidelines.
• Consistently applies policies for routine aspects of staff management, and as performance issues arise. Prepare and deliver performance appraisals for staff.
• Expected to have / gain full understanding of the teller function.

Balancing policy and procedure with appropriate judgement, and with limited direction, makes management decisions that are mutually beneficial to the bank and the customer. Incumbent seeks appropriate guidance when dealing with policy ambiguity, unfamiliar employee situations, etc.

Incumbent must have the ability to work independently, multi-tasking in a fast-paced environment. Individual should be an outgoing self-starter and be technically literate.

Qualifications:

• Basic business acumen and professionalism is a must.
• Strong written and verbal communication skills are critical.
• Ability to build relationships and strong alliances across the organization.
• Must be flexible with ability to adapt to change.
• Ability to quickly learn all there is to know about the products and services offered by the bank.
• Must retain and build upon product knowledge base as a member of the division’s management team.
• Should understand the “big picture” in banking – i.e., answers to questions like:How does a bank make money? What makes a product profitable?
• Bachelor’s degree preferred, or equivalent combination of training and/ or experience.
• 2-3 years of management experience and proven leadership capabilitities required, preferably in a retail banking environment.
• Must have a history of solid sales, service, and management successes