Branch Manager III Newton Needham St Branch

Rockland Trust; Newton (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

Rockland Trust is seeking a Branch Manager in Newton, MA to lead a dedicated team and deliver exceptional customer experiences. You will set and model sales and service standards, coach staff, and drive branch performance while cultivating a customer-focused environment.

You will oversee branch operations, staff development, and community engagement, ensuring compliance and delivering Rockland Trust’s promises through a world-class customer experience.

Qualifications

• Experience leading branch teams in a retail banking environment.
• Proven ability to drive sales, service standards, and team performance.
• Strong communication and interpersonal skills to coach and develop staff.
• Demonstrated commitment to customer experience and operational excellence.

Responsibilities

• Manage and grow branch operations and staff in Newton.
• Develop lobby management and outreach to improve customer experience.
• Recruit, hire, and motivate staff to meet sales and service goals.
• Coach employees to improve sales, service, and outcomes.
• Lead a collaborative team to expand relationships and deposits.
• Promote technology use and self-service channels with customers.

Skills

Retail banking

Leadership

Sales management

Customer experience

Communication

Education

College degree in business or finance

Job description

As a Branch Manager at Rockland Trust, you are instrumental in driving branch success and delivering exceptional customer experience as you build, coach, develop, lead, and motivate a dedicated team of professionals. Each day, you create a positive and motivating team environment to help staff meet branch goals and objectives, and cultivate a customer-centric retail environment focused on identifying and providing team-based solutions for customer financial needs.

With a desire to help and serve both internal and external customers, you take responsibility for ensuring a positive customer experience by proactively identifying, reporting, and resolving customer issues. You are the leader of the branch, setting and modeling sales and service standards as you shape the future of our banking operations.

What You'll Experience:

• Meaningful relationships: We believe that Each Relationship Matters, and are fully committed to creating a respectful and inclusive environment where everyone is given the chance to succeed.
• Commitment to community: We believe supporting our communities is essential, and are committed to helping those in need.
• Recognition & reward: We believe all colleagues should be recognized for their contributions
• Training & development: We believe all colleagues are critical to our future, and we will invest in their success by providing educational experiences and resources to manage and navigate their careers.
• Comprehensive benefits: Our goal is to offer our colleagues a benefits package, and an environment that supports a healthy work-life balance. Our benefits include: competitive compensation with performance incentive awards, Health Insurance, Dental Insurance, Vision, Pet Insurance, 401K retirement plan, Long Term Disability & Life Insurance, Child Care Reimbursement, Tuition Assistance for graduate and undergraduate programs, an award winning wellness program and much more.

Who We Are:

At Rockland Trust, we believe that being a great place to bank starts with being a great place to work. When our colleagues are valued and cared for, they're empowered to make a difference for our customers and communities.

As one of The Boston Globe's "Top Places to Work" for the past fourteen years, we know that finding the right people is just the beginning. Through competitive benefits, enriching development opportunities, and a respectful and collaborative culture, we've built a workplace that enhances our colleagues' lifestyle and inspires them to reach their full potential.

For over 116 years, we have been dedicated to strengthening the neighborhoods we live in and serve. Rockland Trust offers a wide range of banking, investment, and insurance services to help individuals and businesses work toward their financial goals with more than 120 branches located throughout Massachusetts, as well as commercial banking, investment management offices, and residential lending centers across Massachusetts and Rhode Island.

What You'll Do:

• Manage and grow existing specialty De Novo locations and establish a strong book of business in new markets where applicable.
• Develop and maintain effective lobby management and customer outreach efforts to enhance the customer experience both in and outside of the branch.
• Select, hire, and motivate appropriate staff as needed to consistently deliver our value propositions as well as financial results.
• Regularly meet with employees to ensure that they are trained and motivated toward achieving sales and service standards, using a needs-based consultative sales approach.
• Conduct employee skills and results coaching in order to meet or exceed all customer experience, sales, and financial goals.
• Manage a team of people collaboratively prospecting new businesses, while also managing and growing relationships in an existing larger book of business.
• Foster and nurture a positive climate of teamwork, leading by example to inspire confidence, respect, and loyalty.
• Select and develop quality employees through observational coaching sessions, joint sales calls, defined sales activities, and consultative customer sales tools; track, document, and report sales performance.
• Take responsibility for ensuring that customers consistently receive a World Class Customer Experience with every branch staff interaction whether in person, over the phone, or through digital channels.
• Utilize strong and independent outbound calling skills (with an emphasis on prospect calling), ability to be a true advisor to a large existing base of businesses, and proven ability to network within a dense community to expand business opportunities.
• Proactively demonstrate and foster a 'High Tech, High Touch' environment by demonstrating technology and self-service channels with new and existing customers, promoting ATM, online banking, and mobile banking alternatives.
• Partner with and refer business to all lines of business partners, including but not limited to Business Banking, Commercial, Cash Management, Mortgage, Wealth Management, and Investment.
• Maintain the operational integrity of the bank, ensuring that proper controls are maintained over all branch operational processes and regulatory requirements.
• Act as an ambassador of the bank by actively promoting the bank through CRA activities, participating in community events, and becoming an active member of a key business non-profit organization in your market area.
• Demonstrate our core values and ensure the delivery of our core customer promises; respect, promote, and value diversity.
• Assume additional responsibilities as assigned by Senior Management.

Required Qualifications:

• College degree in business or finance, or equivalent experience.
• Minimum of 2 years of previous retail banking or retail sales management experience.
• Outstanding verbal and written communication skills with strong leadership ability.
• Strong track record of effectively managing sales, customer experience, and operations of a large and complex Business Focus or Business Hub Location and grow existing branch households and deposits.
• Thorough understanding around the requirements for a successful sales and service organization.
• High level of professionalism, and ability to perform in an ethical manner in all transactions and interactions.
• Ability to work within normal office requirements, with long periods of standing and continuous customer support.
• Willingness and ability to work within a flexible work week, which may include weekends, as customer needs dictate.
• Ability to successfully complete our training program.

Preferred Skills/Experience:

• The ideal candidate should possess Retail Banking experience in a sales environment with strong supervisory experience.
• Recommended $80M or greater in total deposits in an established retail branch (not driven by one large customer relationship).

Rockland Trust is the Bank Where Each Relationship Matters. In pursuit of that promise, we foster a respectful and inclusive work environment where everyone is given the chance and resources to succeed.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law. Additionally, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.