Branch Services Manager

mechanicsbank; Santa Maria (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Mechanics Bank in Santa Maria, CA is seeking a Branch Services Manager to lead a Retail Branch on-site and drive exceptional customer experience. You will oversee daily operations, staff development, and risk controls to ensure top service, security, and regulatory adherence.

The role emphasizes strategic planning, performance coaching, and strong customer outcomes. The position focuses on managing the teller line, branch operations, and customer retention initiatives while maintaining branch

Qualifications

• Experience managing a Retail Branch and leading teams.
• Ability to hire, train, and coach staff.
• Knowledge of bank policies, regulatory requirements and risk management.

Responsibilities

• Lead daily operations of a Retail Branch and drive service quality.
• Oversee cash handling, security, and compliance controls.
• Develop branch strategic plans to meet goals.
• Manage staffing and budget to optimize performance.
• Resolve complex customer inquiries with diplomacy.

Skills

Branch management

Team leadership

Customer service

Cash handling supervision

Compliance & risk management

Staff development

Job description

Mechanics Bank is currently searching for a Branch Services Manager to join our team. Here at Mechanics Bank, we value connection, partnership, long term relationships and working together in person. This role will be working on-site.

Manages a Retail Branch. Responsible for overseeing the day-to-day operations of a branch, including cash management, security protocols, and operational compliance. Develop and execute strategies to retain customers, acquire new customers, and meet branch goals. Hire, train, mentor, and coach employees to achieve high performance and service quality. Resolve complex customer inquiries or complaints and maintain high satisfaction levels. Ensure adherence to bank policies, legal regulations, and procedures to minimize risk. Oversee and supports the teller line, cash handling, dual control functions and is responsible for branch operations, staffing schedules, FTE budget management, and employee training and development.

What you will do:

Management & Team Leadership

• Manages and provides leadership to branch employees. Leads daily huddles and regular branch meetings.
• Coaches staff for improved performance, conducts performance reviews and develops individual performance goals.
• Hires and develops quality staff ensuring proper skills and staffing levels to ensure the highest level of customer service. Quickly resolves issues of non-performance delivering disciplinary actions including termination.
• Manages a Retail Branch office and is responsible for overall performance including achievement of production and service goals. Develops and implements strategies to achieve objectives. Drives team performance to achieve goals through huddles, meetings, coaching, direction and leading by example.
• Develops and executes branch strategic plan including customer retention, employee development and retention, succession planning, branch efficiency, and operational soundness.
• Manages budgeting and forecasting for the branch.

Branch Operations

• Manages the compliance and operations functions of a Retail Branch. Sets priorities for branch operations, identifies and analyzes operating issues, solves operational issues and provides input for improvement in processes and procedures.
• Administers monthly, quarterly and annual self-audit checklist, reviews, approves daily reports, and verifies cash-on-hand balances. Responsible for compliance with regulatory requirements, adherence to Bank policies and procedures, risk management requirements, and safety and security of the branch.
• Responsible for overall operational quality of the branch as measured by internal audits, operational soundness reviews, and reports from other departments of the Bank.
• Maintains branch security by coaching and training staff in security procedures. Ensures controls are maintained over items such as keys and combinations, and cash and transactional limits.
• Leads the implementation of new programs, products and processes within the branch. Identifies emerging issues and trends to inform decision making.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.

Transaction Processing & Oversight

• Schedules staff to ensure appropriate lobby coverage.
• Provides comprehensive deposit services to individuals, fiduciary, and small businesses in a Retail branch. Opens and closes customer accounts including checking, savings, money markets, certificates of deposit, and IRAs.Ensures all new account documentation is obtained, reviewed, and stored per bank policy.
• Assists customers with account maintenance, online banking, mobile banking, and other complex account issues. Resolves concerns presented by customers.
• Performs routine teller transactions, wire transfers, and works directly with customers. Accepts, verifies, and processes basic to more complex customer transactions.Ensures appropriate assignment of ATM servicing and cash ordering, may assume these duties.
• Reviews customer transactions for red flags and fraudulent items. Maintains an awareness of criminal scams used against banking customers.
• Reviews account completely prior to performing overrides.
• Receives and processes consumer and small business loan applications.
• Provides notary and medallion signature guarantee services to customers.
• May provide remote approvals to staff at other branch locations. Assists at other branches as needed.

Customer Experience

• Creates a warm, welcoming and friendly experience for all customers and employees. Models exemplary customer service qualities demonstrating a positive attitude and customer first culture,
• Responsible for overseeing efficient lobby management and building a trusting branch experience for customers.
• Assists customers with account servicing needs and resolves difficult customer issues with diplomacy.
• Effectively interviews and profiles new and existing customers to recommend appropriate banking products and services. Promotes the full range of deposit treasury management