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Market Manager (Westfield - Branch Transformation)

The Market Manager directly manages the Branch staff at one or more branches and is ultimately responsible for the staffing and success of all employees within the branch; this includes coaching, developing and providing feedback. The Market Manager is responsible for enhancing client relationships and managing the operational functions of the branch in order to meet the financial needs of the Bank's customers and the goals set forth by Retail Management. This includes developing and implementing strategies to achieve deposit, loan and profitability goals for the branch(s) and ensuring compliance with all bank policies while providing an outstanding customer experience.
Responsibilities include but are not limited to:
Responsible for interviewing, hiring, performance evaluation and disciplinary action for the staff within the branch or branches, if applicable.
Develops the staff for promotional opportunities; manages the performance and development of employees within the branch which results in high performance, a team environment and positive employee morale.
Develops, communicates and drives the strategic direction within the market they manage.
Manages and enhances client relationships through coaching and mentoring staff.
Manages the operational functions of the branch including cash control, auditing and compliance requirements.
Builds and expands customer relationships through a consultative approach that requires visiting customers in order to understand their business needs with an outcome of growing the deposit base of the branches, increasing product utilization and revenue within the market.
Ensures primary and defined market area retail offices comply with all appropriate regulatory requirements which relate to retail operations and new accounts.
Certifies the staff completes Learning Management System training and attends classes developed by Learning & Development to fulfill the requirements of their position.
Ensures staff complies with all safety policies, practices and procedures. Reports all unsafe activities to Area Manager and/or Human Resources.
Manages the escalation of customer service problems and/or requests, proactively seeks answers and/or provides solutions and follows-up to ensure customer needs have been met.
Accountable for the growth and profitability of their branch or branches. Improves revenues and expenses and creates an environment that exceeds client expectations. Coordinates and supports the team effort in referring leads to offices and other lines of business.
Directs a proactive approach to customer satisfaction and customer retention. Listens to and fully understands, the internal and external customer's needs. Interacts in an effective and positive manner with customers and co-workers.
Represents the bank in the community and participates in community activities as appropriate.
Required Skills:
Ability to prioritize, organize and delegate and follow up on assignments.
Ability to manage multiple branches and remote staff.
Ability to effectively present information in one-on-one and small group situations. Must have excellent verbal, written and interpersonal communication skills.
Ability to present a confident and professional demeanor to establish trust and knowledge tom the customer.
An enthusiastic individual who can listen to customer concerns and offer a unique and innovative solution.
Basic PC skills including Microsoft Word, Excel and Outlook.
Must be self--driven with a positive outlook and have the ability to demonstrate confidence, tact, patience, and diplomacy while dealing with customers.
Required Experience:
High School Diploma or GED and minimum of five years related managerial experience within a financial institution.
Bachelor's Degree from four-year college or university preferred.



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