Retail Sales & Service Manager

New Peoples Bank, Inc.; North Branch (NY); In loco; USD 52.000 - 76.000; Tempo pieno

Descrizione del lavoro

New Peoples Bank, Inc. is seeking a Branch Operations Manager to oversee the branch network's sales and operational functions. You will reinforce service expectations for retail and digital branches, ensure policy compliance, and monitor internal controls.

You will also support training, drive efficiency, and provide back-up leadership at branches as needed. Strong knowledge of banking procedures and customer service is essential.

Competenze

• Bachelor’s degree or comparable business experience preferred.
• Minimum five years retail banking and/or branch sales and operations experience.
• Minimum two years management experience preferred.
• Must successfully complete required training.

Mansioni

• Guide branch sales, operations and customer service; provide coaching.
• Monitor adherence to policies, procedures and internal controls.
• Support corporate initiatives via project teams and testing.
• Provide analysis and recommendations to retail leadership.
• Deliver branch operations training and on-site coaching.
• Back-up duties for Retail Administration; assist with staffing shortages.
• Collaborate with Audit liaison and respond to inquiries.
• Maintain knowledge of bank products and services; promote usage.

Conoscenze

Sales-based selling

Customer service

Communication

Teamwork

Organization & time management

Formazione

Bachelor’s Degree or comparable business experience

Strumenti

Microsoft Office Suite

Descrizione del lavoro

Job Type

Full-time

This position offers flexibility regarding on-site location within the New Peoples Bank branch network.

Primary Purpose

This position is responsible for supporting and overseeing sales and operational functions for the branch network. In addition, this position is expected to reinforce sales and service expectations for retail and digital branch staff, ensure branches are operating efficiently, monitor adherence to bank policies, procedures, and internal controls.

The following essential duties do not cover an all-inclusive list of work requirements. Individuals will perform other job-related duties as assigned, including work in other areas to cover absences or otherwise balance the workload.

Essential Functions

• Act as first line of support to guide branch personnel in effective branch sales, operations, and quality customer service. Assist with day-to-day operational needs (i.e. cash outage research and audit, serve as a policy and procedure expert, serve as resource or escalation for branch and customer problems, approve operational exceptions, and partner with branch managers to deliver sales and operational coaching).
• Guide branch assessments in order to monitor adherence to bank policies, procedures, internal controls, and ensure cash losses are identified and kept to a minimum. Report and review incidents of non-compliance to various levels of bank management and recommend solutions and/ or disciplinary action when appropriate. Follow up on critical exceptions until resolved.
• Maximize operational efficiencies by recommending and implementing changes to internal controls, policies, and procedures.
• Support the implementation of corporate initiatives by representing the retail line of business through active participation on corporate project teams, focus groups, and testing teams.
• Provide branch operations guidance, recommendations, and conduct analysis for the retail leadership team. Reinforce sales and service expectations at the branch level.
• Providing operational, sales, service updates to the branch manager, retail branch administration, market president, and market manager.
• Work collaboratively with the training department to develop and deliver branch sales and operations training sessions. Provide on-site one-on-one training to retail branch staff.
• May act as liaison between internal or external audit and the branch. Activities include, but are not limited to, producing requested documentation, responding to questions, assisting with the development of a management response to the findings, and taking action to resolve findings.
• Perform back-up duties for various members of the retail administration department and provide back-up managerial support at any one of our branch locations in the event of a staff shortage.
• Work in conjunction with Retail Branch Administrator to deploy additional floating employees to assist in the coverage of branch staffing shortages.
• Independently pursue continued education opportunities and take initiative to learn retail banking trends. This will include maintaining and expanding technical knowledge, attending seminars, reading training material and other job-related materials, etc.
• Complete all assigned training courses in a timely manner and embrace cross training on other responsibilities.
• Adhere to retail’s service quality standards.
• Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.
• Regularly refresh knowledge of, familiarity with online, mobile, electronic, traditional products, and services. Regularly practice/rehearse customer conversation and engagement skills around the entire suite of New Peoples Bank products and services. Invite customer respect by demonstrating product and service knowledge and engaging customers around the benefits of using them.
• Performs related duties and responsibilities as required and assigned.

Requirements

Bachelors Degree or comparable business experience preferred. Minimum of five years retail banking and/or Branch sales and operations experience required. Minimum of two years management experience preferred. Must successfully complete required training.

EDUCATION/EXPERIENCE

Bachelors Degree or comparable business experience preferred. Minimum of five years retail banking and/or Branch sales and operations experience required. Minimum of two years management experience preferred. Must successfully complete required training.

KEY COMPENTENCIES

Sales development as well as comprehensive knowledge and understanding of branch level operating procedures and regulatory requirements.

Demonstrated Skills In The Following Categories

• Understanding of customer needs-based selling
• Strong decision-making and problem resolution
• Communication (verbal, nonverbal, and written)
• Customer service and sales to include customer confidentiality
• Teamwork
• Organization and time management, along with the ability to multi-task and meet deadlines

Ability to use independent judgment in completing activities and operate under minimal supervision

Ability to work all branch hours

Ability to step in and run a branch if needed

Excellent computer skills relevant to Microsoft Office Suites (i.e. Word, Excel, Outlook, PowerPoint) and related departmental software.

EEOC STATEMENT

New Peoples Bank is an Equal Opportunity Workplace and an Affidemptive Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Salary Description

Salary Range: $52,200.00 - $76,200.00