Branch Manager- Westborough, MA

M&T Bank; Westborough (MA); On-site; USD 68,000 - 114,000; Full time

Job summary

M&T Bank is seeking a Branch Manager in Westborough, MA to lead the branch team, drive sales, and manage customer and employee experiences. You will oversee operations, coaching staff, and ensure compliance while expanding community partnerships.

The role requires branch management experience, a bachelor’s degree (or equivalent), and strong leadership with a focus on profitability and customer service. Local market knowledge and bi-lingual skills are a plus.

Qualifications

• Bachelor’s degree preferred; four years of relevant experience as alternative.
• Minimum two years of managerial experience required.
• Strong knowledge of Business Banking products and client management.
• Excellent communication and interpersonal skills.
• Bi-lingual (Spanish) preferred.

Responsibilities

• Direct sales and business development to drive branch profitability and achieve annual goals.
• Coach and develop branch staff through performance management and priority setting.
• Identify customer needs using M&T sales processes to offer short and long-term solutions.
• Outreach to grow Business Banking relationships and community presence.
• Recruit, interview, and staff the branch according to staffing model.
• Model and coach exceptional customer service and adherence to Retail strategy.
• Ensure compliance with banking guidelines and internal controls.
• Handle complex account servicing and escalation guidance to reduce future issues.
• Collaborate with team and partners to resolve customer and employee needs promptly.
• Manage outside calling activities to grow the customer base.

Skills

Branch management

Business development

Relationship management

Team leadership

Community involvement

Customer experience

Sales leadership

Microsoft Office

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

What We're Looking For:

• Branch Manager experience is strongly preferred.
• Proven success in business development, sales growth, and relationship management.
• Strong community involvement and networking skills, with the ability to build partnerships and expand market presence.
• A dynamic and results-driven leader with a track record of motivating teams and delivering exceptional customer experiences.

Overview:

Manages all activities of a branch. Responsible for the overall success of the branch operating model, including customer and employee experience, digital engagement, transactions/operations, servicing, and sales. Has personal production responsibility.

Primary Responsibilities:

• Responsible for overall profitability by directing sales and business development, meeting operational objectives and ensuring the branch achieves its annual goals.
• Leads team through coaching, performance management, and setting priority. Builds and develops branch staff.
• Identifies Retail and Business Banking customer needs through the M&T sales processes, using the tools and resources to assist customers with short and long term solutions.
• Proactively prospects and grows Business Banking relationships through outreach. Builds the bank’s presence in the community.
• Conducts interviews and selects employees based on staffing model.
• Actively models and coaches customer service and needs determination behaviors. Reinforces and maintains accountability for execution of Retail strategy.
• Ensures operational and requirements are maintained, to include consumer and business banking guidelines. Ensures compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets.
• Takes ownership of complex account servicing and error resolution issues, including those escalated by other Bankers. Provide coaching and guidance to improve and reduce future problem resolution/escalations.
• Engages with all team members and business partners as appropriate.
• Independently processes all Business Banking loan requests up to $250,000. Proactively bundle products and services as appropriate.
• Adheres to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promotes an environment that supports a culture of belonging and reflects the M&T Bank brand.
• Maintains M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Completes other related duties as assigned.
• Exercises usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.

Scope of Responsibilities:

This position reports to a Retail Regional Manager and leads the branch team to achieve annual sales and profitability goals, and has a sound working knowledge of the overall operations of the branch.

Branch Managers have the responsibility to establish and maintain federal registration requirements outlined in the SAFE Act.

Branch Managers must stay current on operational, product, and system changes/enhancements, as well as demonstrate good risk management decisions. In addition, Insurance licensing minimum expectations must be maintained as outlined in MTS Licensed Banker Academy document. Business Banking Specialist minimum expectations will be set by both the Branch and Retail Regional Manager.

Branch Managers will typically spend some of their time servicing existing customers, and the majority of the time growing the business through proactive sales and outside calling activities.

Branch Managers are responsible for building productive partnerships with appropriate areas of the bank to ensure customer needs, service issues, and employee issues are resolved timely and accurately. Branch Managers are responsible for taking full ownership of customer issues until they are completely resolved.

Supervisory/ Managerial Responsibilities:

Branch Managers generally have direct reporting responsibility for branch staff.

Education and Experience Required:

• Bachelor’s degree,
• OR, in lieu of degree,
• Four (4) years’ relevant experience. Minimum three years sales experience

Minimum Two Years’ Managerial Experience Or Proven Leadership Abilities.

At Market Manager discretion/branch need, Life/Accident and Health Insurance licensing required within 18 months of entry into position. Note: branch provides training for licensing within 6 months.

M&T Business Banking Specialist within 18 months of hire.

Demonstrated strong knowledge of Business Banking products, services and client relationship management.

M&T Way Certified

Precision Leadership Certified Bi-lingual/Spanish preferred

Work with common PC software, including knowledge of Microsoft Office software for word processing and spreadsheets.

Experience With Internet And Email Preferred.

Education and Experience Preferred:

Demonstrated sales/business development experience and success. Has fundamental understanding of profitability.

Excellent communication and interpersonal skills.

Proven ability to demonstrate and coach exceptional customer service.

Ability to communicate and function professionally with all levels of personnel and business partners across the organization.

Strong financial services product knowledge preferred.

Strong organization, time management, and prioritization skills.

Pay Range:

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $68,400.00 - $114,000.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location:

Westborough, Massachusetts, United States of America