Branch Manager- Westborough, MA

mtb; Westborough (MA); On-site; USD 80,000 - 120,000; Full time

Job summary

M&T Bank is seeking a Branch Manager in Westborough, MA to lead branch operations, drive profitability, and deliver exceptional customer experiences. You will manage staff, develop business, and strengthen community partnerships to expand market presence.

You will oversee customer and employee experiences, ensure compliance, and take ownership of personal production while guiding the team toward annual goals in a dynamic retail banking environment.

Qualifications

• Bachelor's degree required.
• Minimum three years sales experience.
• Minimum two years managerial experience.
• Insurance licensing within 18 months of entry.
• Branch provides licensing training within 6 months.
• M&T Business Banking Specialist within 18 months.
• Demonstrated knowledge of Business Banking products and client relationships.
• M&T Way Certified
• Precision Leadership Certified
• Bi-lingual/Spanish preferred
• Proficiency with Microsoft Office and general computer skills.

Responsibilities

• Directs sales and business development to achieve profitability and annual goals.
• Leads and develops branch staff through coaching and performance management.
• Identifies customer needs using M&T sales processes and provides short/long-term solutions.
• Proactively grows Business Banking relationships through outreach and community presence.
• Interviews and hires staff based on staffing model.
• Models and coaches customer service and needs determination behaviors; enforces Retail strategy.
• Ensures compliance with operational risk controls and policies to prevent fraud.
• Owns complex account servicing and resolves escalations with guidance.
• Engages with team members and business partners to resolve issues.
• Makes outside calls to grow business and build partnerships.

Skills

Branch management

Business development

Sales growth

Relationship management

Community involvement

Networking

Team leadership

Customer experience

Education

Bachelor's degree

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 de