Branch Manager

Eastern Bank; Andover (MA); On-site; USD 71,000 - 116,000; Full time

Job summary

Eastern Bank is seeking a Branch Manager for a mid-sized retail banking office in Andover, MA. The role leads daily operations, coaches staff, and drives sales and customer service excellence.

You will collaborate with HR and other partners, develop relationships in the local business community, and ensure compliance with bank policies while achieving branch goals and strong financial performance.

Qualifications

• Proven leadership and people-management abilities.
• Experience coaching sales and service teams to achieve branch goals.
• Strong customer-service focus with coaching for staff.
• Ability to build commercial relationships and network locally.
• Comfort with learning bank products and services quickly.

Responsibilities

• Lead daily branch operations and sales activities to meet goals.
• Guide sales efforts of platform staff and assistant manager.
• Conduct business development via personal visits and outbound calls.
• Represent the bank in community events and local organizations.
• Collaborate with HR, Wealth, Business Banking and Lending teams.
• Develop staff through coaching, joint sales calls and performance appraisals.
• Identify and resolve customer issues to ensure a positive experience.
• Ensure policy compliance and sound branch operations.
• Understand teller function and manage staff accordingly.

Skills

Leadership

Sales coaching

Customer service

Relationship building

Communication skills

Adaptability

Team collaboration

Technology literacy

Education

Bachelor’s degree preferred

Job description

Hiring Range: $70,798 - $116,311

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 procedurewith 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