Location: Amherst, NH
Anticipated Hire Date: December 2024

FUNCTION: Reporting to the Regional Market Manager, the Branch Manager has leadership responsibility for all Consumer Banking Branch personnel across one or more branches. The BM has three main areas of responsibility - sales growth, employee development and operations management. The BM supports the Bank's mission to be the preferred financial institution in Maine by taking responsibility for consumer and Maine Street business sales production. Sales functions include business development activities, goal setting and attainment and building bank advocacy networks. The BM actively manages the branch team and is accountable for market share growth, income and expense management and exceptional delivery of banking services in keeping with the BSB brand promise. The BM is also responsible for operational risk management within the branch. The BM supports the BSB mission to be the employer of choice by creating a great working environment, recruiting, developing and retaining an efficient and high performing team of branch personnel. Finally, the BM supports the BSB mission of investing strategically in Maine communities by delivering coordinated market outreach and business development efforts throughout the branch geography.

ACCOUNTABILITIES :

Customer Experience:

• Promotes a customer-centered culture and attitude among staff

• Builds relationships by providing the highest level of service, demonstrating You Matter More to each customer, getting to know customers on an individual basis

• Engages in conversations and demonstrates advanced consultative sales skills to understand customer needs and financial goals, offers solutions as appropriate or refers to other team members in accordance with Bank strategy

• Understands the Bank's products and services and how they benefit customers, promoting as appropriate

• Embraces and utilizes the Bank's sales and coaching process, completes action plans in an effort to meet goals and serves as the lead for ongoing individual and team coaching

• Leads Bank initiatives focused on Customer Experience

  Business Development:

• Responsible for establishment, communication and achievement of branch production goals including deposits, various loan categories, business line referrals and other business development goals

• Leads proactive branch efforts through outside calling with customers, prospects and advocates in an effort to establish new banking relationships for consumers and Maine Street businesses in the branch geography

• Leads branch sales efforts by coaching and implementing sales activities with direct reports

• Assumes key role in building and fostering external bank advocacy network by becoming involved in various civic/charitable organizations, BSB sponsored events, boards, etc

• Works closely with business line partners including Commercial Banking, Wealth Management, Treasury and Payment Services, Business Banking, Payroll and Merchant services to provide appropriate levels of expertise and support

• Serves as a role model, coach and sales resource to all team members as well as line of business partners

Human Resources:

• Leads the recruiting, development, and succession planning for a high performing branch staff.

• Leads the decision making process for branch staff regarding employment, performance, promotions, salary, transfers and terminations

• Responsible for completion of performance appraisals for all direct reports and manages the overall performance appraisal process in a timely manner and consistent with BSB procedures.

• Supports, mentors and coaches team members in their professional development

• Creates and fosters a cohesive team and promotes a positive work environment

• Develops a cooperative and collaborative working relationship with other departments and leaders in the company

• Responsible for ensuring appropriate employee development and training of consumer banking personnel as it relates to sales and operational functions or processes.

  Sales and Servicing:

• Serves as an external and in-branch sales and service contact by opening larger and/or more complex consumer and Maine Street business deposit relationships as well as processes and closes complex consumer and Maine Street business loan requests in compliance with Bank policies and procedures

• Provides customers with information on products and services, rates, service charges and fees as well as other relevant information

• Maintains a high level of knowledge on all deposit products and services as well as all consumer and Maine Street business loan products

• Understands business partner relationships and refers to other team members in accordance with Bank strategy

• Demonstrates ability to handle routine and more complex service issues independently, refers customers to appropriate staff for advanced problem resolution

• Researches and resolves problems either through direct action or referral to and follow up with other Bank resources

• Answers written and telephone inquiries from customers concerning bank services

Customer Transactions:

• When necessary accurately, efficiently and courteously processes teller transactions in compliance with Bank policies and procedures

  Compliance and Control:

• Understands, demonstrates competency and maintains knowledge of the Bank's operational and risk management policies as well as the Bank's security policies and procedures, ensuring that staff members are knowledgeable of such

• Assists in ensuring that the Bank is in compliance with local, state and federal regulations

• Assists, sometimes acting as lead, in completing operational and audit functions within the Branch

  Facilities Management:

• Responsible for ensuring that branch facilities and surrounding grounds are kept neat, clean and functional, elevating issues as appropriate

Financial Performance:

• Assists in making budgeting recommendations
• Operates and manages the branch within the limitations of the established budget, managing controllable expenses

General:

• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
• Conforms to acceptable punctuality/attendance/professionalism standards as expressed in the Employee Handbook
• May train or assist in training new employees
• Performs additional duties as requested
• Travel to other branches for coverage may be required

COMPETENCIES

• Leadership - motivates and encourages others; ability to attract, motivate and retain staff; delegates routine and important tasks and decisions, shares information, creates an inclusive environment, recognizes success

• Coaching Skills - provide strong skills coaching feedback to direct reports through regularly scheduled observations

• Managing for Results - keeps team accountable for actions, provides resources and support, applies clear and consistent performance standards

• Integrity/Ethics - deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad

• Vision/Values - supports company mission/values through daily actions and decisions, communicates the Bank's vision, mission and values to others

• Adaptability/Flexibility - adapts to change, is open to new ideas, takes on new challenges

• Initiative - takes action, operates as a pro-active self starter, acts on opportunities to improve, self directed with ability to plan own activities to achieve sales goals

• Interpersonal Skills - has good listening skills, excellent customer service skills, able to communicate clearly and professionally both in telephone and written communication; ability to interact with all levels of staff and management

• Productivity - manages time well, handles information flow well, strong multi tasking skills with the ability to prioritize and organize work flow, accepts accountability, meets accuracy standards

• Decision Making - sound judgment in decision making and problem solving; must be able to think through a problem, following proper steps in finding resolution

• Teamwork - team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities

• Sales Skills - applies sales skills to identify customer needs and refer to appropriate business partners, translates product features to benefits, cross -selling skills, ability to identify and act on sales opportunities, works to develop sales skills; general understanding of sales management

KNOWLEDGE/SKILLS/EXPERIENCE

• High school diploma or equivalent required; college, business, banking or professional training helpful
• Two years experience in sales, retail banking, lending, customer service and/or operations
• Demonstrated advanced lending proficiency
• Demonstrated personal computer literacy

PHYSICAL DEMANDS/CONDITIONS REQUIREMENTS

• General office environment

• May be required to move bags of coin short distances. Moderate lifting (up to 50 lbs.) required.

• Moderate reaching, walking, sitting and standing required

  EQUIPMENT USED

• General office equipment

  External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.